AccountId: 011433970860
ContactId: b410adae-13b4-4c8b-bb3d-ac6edec2072c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220160 ms
Total Talk Time (AGENT): 82818 ms
Total Talk Time (CUSTOMER): 110570 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/b410adae-13b4-4c8b-bb3d-ac6edec2072c_20250430T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling. I had verified some patients, um, insurance about a week ago, and I'm putting in this this in our, in our dental software and I don't really know where to go because, uh, I don't know the PO box or the group name or the payer ID or any of that because it's uh seems like it's a new insurance company to us so I just need some information on that part.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. Do you have the patient's policy number? I can get that for you.
[CUSTOMER][NEUTRAL] Sure it's 02558130.
[AGENT][NEUTRAL] OK. Give me just a second here. Let me pull this up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the patient is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect. OK, so they are active and you're needing, you said the group name and number and also payer ID and claims info?
[CUSTOMER][NEUTRAL] Yeah, the PO box because I don't think we have you in the system.
[AGENT][NEUTRAL] OK. So the group number for the uh insured is gonna be 18072.
[AGENT][NEUTRAL] And it's universal trucking.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Universal trucking Mustafa Mustafa, the chair is not working again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The chair in room 3 it's, it's been acting up. I can't get yeah go try and see. You said Universal Trucking.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Universal Trucking OK, and that's it that's the name of the group.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then our claims mailing.
[CUSTOMER][NEUTRAL] And the group number is 18072?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Claims mailing is gonna be to American Public Life.
[CUSTOMER][POSITIVE] I'm really sorry.
[AGENT][NEUTRAL] And that's at [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] Zip code is gonna be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, and you said it's Universal Trucking [PII]?
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] 248,950 sorry I can't read by writing [PII]. Sorry, I'm talking fast payer ID 6080 and then 1 and then um.
[CUSTOMER][NEUTRAL] Can I ask you one question? The, um, I can't read my own writing. is the basic service 80 or 50? I can't read my own writing. I'm so sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, that's OK. Let me just.
[CUSTOMER][NEUTRAL] I don't know if that's an 8 or a 5 on my part.
[AGENT][NEUTRAL] Let me just pull the facts back really quick. It's probably an 8, I'm guessing, but I'm just gonna double check here, or.
[CUSTOMER][NEUTRAL] I think it's an 8 but it looks like a 5, yeah, thanks.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][MIXED] It looks like a 5 on my end, but then it looks like an 8 that I did the the ink kind of jotted kind of like faded out when you crossed it over to make the 8, finish the 8 on the top.
[AGENT][NEUTRAL] I got it, yeah, so it looks like it's at 80.
[CUSTOMER][NEUTRAL] OK, good. I can't remember remember writing, so that's why, OK, and this is the UCR UCR standard fees, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye bye.