AccountId: 011433970860
ContactId: b08bc114-983e-475d-b7c2-3b4fc9b84e0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232960 ms
Total Talk Time (AGENT): 86404 ms
Total Talk Time (CUSTOMER): 128374 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/b08bc114-983e-475d-b7c2-3b4fc9b84e0e_20250416T16:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII] calling from the office, checking on a claim.
[AGENT][POSITIVE] All right, well, I'll be more than happy to assist you with the claim status. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02371145. Mhm.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Thank you and may I know what your EPG?
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is on [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, the service is on [PII].
[CUSTOMER][NEUTRAL] $865 even.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm not showing a claim on file for [PII] for [PII].
[AGENT][NEUTRAL] Is it 2025?
[CUSTOMER][NEUTRAL] You said you don't. No, no, it's 24 only.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said you don't have a claim on file. All right, so can I get the payer ID?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, our payer ID is 60.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] All right. Do you have a mailing address? I have a mailing address. Yeah. Let me confirm if it is correct. Is it Carrington Benefit Solutions [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, but I can give you our claim's mailing address.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, dental claims, uh, mailing address is required.
[AGENT][NEUTRAL] I understand. I can give you our address. Are you ready?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Our claims mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII], is that, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Thank you. And can I have the policy details like uh patient effective date and the termination date of the policy?
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The policy was active from [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What is the time limit?
[AGENT][NEUTRAL] There's no timely filing as long as the policy is active on the data service, you can file at any time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's all enough for today. Uh, thank you so much for assisting and you have a great day. Do you have a card reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] There's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you, [PII]
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. I hope you have a great day also. Bye-bye.
[CUSTOMER][NEUTRAL] Have a rest of all day. Yeah. Bye. Bye.