AccountId: 011433970860
ContactId: bdeee0f7-e0b3-4089-a73d-ffd1487fb2af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371269 ms
Total Talk Time (AGENT): 95632 ms
Total Talk Time (CUSTOMER): 135396 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/bdeee0f7-e0b3-4089-a73d-ffd1487fb2af_20250328T18:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling EPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from office.
[AGENT][NEUTRAL] OK, I'm so sorry, may I have your name again?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, is that [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you and your callback number please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, my call back number would be [PII].
[AGENT][NEUTRAL] What is the policy number please [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it is
[CUSTOMER][NEUTRAL] 600818732.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers with APL.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, then, is it 214-1448?
[AGENT][NEUTRAL] I'm sorry, what, can you repeat that number again?
[CUSTOMER][NEUTRAL] It's 214-1448.
[AGENT][NEUTRAL] 214-1448. I can try that number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] So yeah, the patient name is oh my [PII], it's quite difficult. Just give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the patient name is [PII].
[AGENT][NEUTRAL] I need the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII], it's [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for that verification process, [PII]. Now are you calling for eligibility and benefits or claim status?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] OK, one moment please, and also you can check claim status by visiting our secure portal at [PII]. Give me one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and you're calling for dental, is that correct? Just wanna make certain of that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the total charge amount?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] and I don't have the charge amount here. I don't have that details on my side. I have only the data service.
[AGENT][NEUTRAL] OK, may I place you on a brief hold please? One moment.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you so much for your patience, [PII]. I want you the total charge amount if you do not have that, what is the procedure code in order for me to check the claim status for you?
[CUSTOMER][NEUTRAL] No, I don't have that too.
[CUSTOMER][NEUTRAL] Because I, I said I, as I said, I have only the data service. I have the bill amount and the procedure cost as well.
[AGENT][NEUTRAL] OK, I'm not able to assist you with this particular, I'm sorry.
[CUSTOMER][NEUTRAL] So, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, my question is the data services 3-19 2024 and there's only one claim for the data service or there are two more claims for the state of service?
[AGENT][NEUTRAL] I'm sorry, do you have, if you do not have the total billed amount or a procedure code for me to verify, I can assist you with claim status.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But for the previous call,
[CUSTOMER][NEUTRAL] Uh, I called the previous, uh, previous, uh, rep. They provide me the.
[CUSTOMER][NEUTRAL] Status of the client.
[AGENT][NEUTRAL] OK, well, did they give you a claim number?
[CUSTOMER][NEUTRAL] Without the bill the amount and
[CUSTOMER][NEUTRAL] Yes, they.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But not for this patient, but it's different patient.
[AGENT][NEUTRAL] OK. Well, I will need the.
[AGENT][NEUTRAL] Tell a bill amount or a procedure code in order for me to assist you with claim status.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, so, but unfortunately I don't have that information on my side. It's OK, uh, in this, and
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It, it's OK. Yeah, it's all right. Thank you so much for your assistance. Yeah, have a good day bye.
[AGENT][POSITIVE] Mm thank you for calling AL. Take care bye bye.