AccountId: 011433970860
ContactId: b02b0c01-bedf-40ab-9cab-ef6ff0b8f3b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365489 ms
Total Talk Time (AGENT): 123826 ms
Total Talk Time (CUSTOMER): 154046 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b02b0c01-bedf-40ab-9cab-ef6ff0b8f3b2_20250213T14:27_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good day. This is [PII] calling from provider of checking for the dental claim status for a member.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. The policy ID here is going to be 02446323 M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the first name here uh spelled as
[CUSTOMER][NEUTRAL] Uh [PII] and the last name is spelled as [PII].
[CUSTOMER][NEUTRAL] With the date of birth of [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK. Can I have the claim status also for this member for the data service of [PII]?
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] $584 and even.
[AGENT][NEUTRAL] Thank you for future reference. You may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And who would be the provider for this group?
[CUSTOMER][NEUTRAL] Yes, just a second. I'll let you know.
[CUSTOMER][NEUTRAL] That is the a provider here is going to be.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Is that the group?
[CUSTOMER][NEUTRAL] Uh, group NPI here is 1376819888 with the name of light imaging.
[AGENT][NEUTRAL] Thank you. This processed under claim number.
[AGENT][NEUTRAL] 3511022. It paid the benefit amount of $67.43 to the provider on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's uh to check or EFT?
[AGENT][NEUTRAL] It was a single check.
[CUSTOMER][NEUTRAL] Can I have the check number?
[AGENT][NEUTRAL] 2004925.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for that.
[CUSTOMER][NEUTRAL] Can I have the call reference number for this call, please?
[AGENT][NEUTRAL] It would be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much and have a great day. I want more, uh, one more question I want to ask you. In the quick access when I try to put this claim number, I'm not getting the claim. Can I know the reason for that, please?
[AGENT][NEUTRAL] You are so
[AGENT][NEUTRAL] Did you enter the claim number and it not come up?
[CUSTOMER][NEUTRAL] Yes, I have entered the claim number since we need the EOB. So I've tried with the claim number and the member first name with the date of birth also, but I'm not getting the claim status. It's showing that there are no claims to display. Can I know the reason for that?
[AGENT][NEUTRAL] It should come up. How are you spelling the name?
[CUSTOMER][NEUTRAL] Uh, for which name you're saying? Uh, could you please repeat that again?
[AGENT][NEUTRAL] The name that it, it asks you to enter.
[CUSTOMER][NEUTRAL] Yes, I have entered [PII]
[AGENT][NEUTRAL] And then we have DE.
[CUSTOMER][NEUTRAL] No. Only the first name I have entered as [PII]
[AGENT][NEUTRAL] OK. Try to space and then enter DEL and see if that will help.
[CUSTOMER][NEUTRAL] Yeah, just a second. I will check and let you know.
[CUSTOMER][NEGATIVE] No, it's showing as there are no claims to display.
[AGENT][NEGATIVE] Even once you enter the claim number, it's not pulling up.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I can get you over to our travel department to help get you online.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like to have someone?
[CUSTOMER][POSITIVE] Be able to fast
[CUSTOMER][NEUTRAL] Yes, could you please be able to fax this EOB to our fax number? Is it possible?
[AGENT][NEUTRAL] Yes, may I have your fax number?
[CUSTOMER][NEUTRAL] Yes, that is going to be [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] I'll fax it right over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] This is the one I have for today's call. Thank you so much and have a great day. Bye-bye.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.