AccountId: 011433970860
ContactId: bcbe712d-6cd5-4545-ac5d-3134478ace42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339739 ms
Total Talk Time (AGENT): 109069 ms
Total Talk Time (CUSTOMER): 88403 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/bcbe712d-6cd5-4545-ac5d-3134478ace42_20250417T15:08_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, this is [PII] calling from Corea's office to check on the claim status.
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status for me. What is a good callback number?
[CUSTOMER][NEUTRAL] Uh yes, callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure, the uh ID number is.
[CUSTOMER][NEUTRAL] 01326525. And could you repeat your name for documentation?
[AGENT][NEUTRAL] Sure. It's [PII], first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Got it, thank you.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is on [PII].
[AGENT][NEUTRAL] Alright thank you and I can help you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] Data services on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This is for dental?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is the dental provider name?
[CUSTOMER][NEUTRAL] Pro's name is [PII].
[AGENT][NEUTRAL] [PII], is it under a different billing provider name maybe?
[CUSTOMER][NEUTRAL] [PII], it's a billing prob.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, if you want, I can provide you the address or NPN number.
[AGENT][NEUTRAL] No, that's fine. Let me check this claim. Bear with me just one second. Do you have a claim number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, no, I don't.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Could it be under [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The facility name is for Union Smiles Dentistry.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Give me just one second, I'm checking on that for you.
[AGENT][NEUTRAL] You said the provider name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Chas
[AGENT][NEUTRAL] I'm still checking.
[AGENT][NEUTRAL] And what was the procedure code?
[CUSTOMER][NEUTRAL] Procedure codes are T 4910. 1206.
[CUSTOMER][NEUTRAL] And do you want 330 and 4381.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I did find a claim for that data service with those procedure codes.
[AGENT][NEUTRAL] But I'm going to send this back to claims for review.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And a new EOB will be sent out.
[CUSTOMER][NEUTRAL] Uh, sure. Why was that the night?
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] They need to reprocess this claim.
[CUSTOMER][NEUTRAL] OK, is there a specific reason why it should be.
[AGENT][NEUTRAL] To the correct
[AGENT][NEUTRAL] To the correct provider.
[CUSTOMER][POSITIVE] OK, got it, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when was this claim last processed out?
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] And so they'll reprocess it and send out a new EOB.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much for that information, Miss. And could you help me out with the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And it was a pleasure to assist you with that claim information. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] No, that is all I needed today. Thank you for helping me. Have a great day. Bye bye.
[AGENT][POSITIVE] Hope you have a wonderful day as well and thank you for calling APL. Bye-bye.