AccountId: 011433970860
ContactId: bef98f85-b078-4a28-bd58-0f48e7e09a59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232220 ms
Total Talk Time (AGENT): 60252 ms
Total Talk Time (CUSTOMER): 92544 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/bef98f85-b078-4a28-bd58-0f48e7e09a59_20241231T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a dental office, and I was just wondering if you could help me, um, look up a claim for my patient.
[AGENT][POSITIVE] OK, sure, I can assist you with claims M care. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 02451114.
[CUSTOMER][NEUTRAL] So that's 31s.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is for [PII]. And the last name is [PII] I'm sorry, [PII]
[CUSTOMER][NEUTRAL] And the date of birth, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. What's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yes, the date of service, it is for [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. Let me see if I can find this claim for you. One moment.
[CUSTOMER][POSITIVE] Thank you for choosing documents. Our office.
[AGENT][NEUTRAL] Again, that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] to you
[CUSTOMER][NEUTRAL] Please call us back tomorrow.
[AGENT][NEUTRAL] I don't have any claims on file for this member.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, so we do send it electronically.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Is the payer ID 06126?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, maybe that's why.
[AGENT][NEUTRAL] Yeah, the PR ID is 60801.
[CUSTOMER][NEUTRAL] 608.
[AGENT][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] 01. OK. And the address, I have a [PII], um, zip code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much I'll go ahead and resubmit this thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm. You're welcome, Ms. [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] OK. Thank you for calling APR. Have a good day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you