AccountId: 011433970860
ContactId: c03e34d5-3a3e-452a-bb7f-0021d2ccff84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223309 ms
Total Talk Time (AGENT): 81806 ms
Total Talk Time (CUSTOMER): 64107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/c03e34d5-3a3e-452a-bb7f-0021d2ccff84_20250321T15:11_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] Uh, yes ma'am, my name's [PII]. I'm with the provider's office for dental, and I was um trying to follow up on the claim status for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, I can help you with the claim status, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Um 01656457.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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 for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] 496.
[AGENT][NEUTRAL] OK, hold on one moment. And that was [PII] for [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I'm not showing a claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] OK, OK, is there a fax number to where I could get that sent over to you today?
[AGENT][NEUTRAL] Yes, ma'am, we have a fax number and you can send it electronically. Um, the fax number is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that'll be attention APL claims department.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and, uh, additionally, um.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It's for scaling and route planning. Do y'all require X-rays?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] For scaling and root cleaning, so we require X-rays? Hold on one second, let me look at the facts there.
[CUSTOMER][NEUTRAL] And I can give you the code if that would be easier for you to check it.
[AGENT][NEUTRAL] Oh, no, no, I have to pull the fax back up either way. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] TBA.
[AGENT][NEUTRAL] OK, and then what's the code?
[CUSTOMER][NEUTRAL] 4341.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It doesn't specify. It only has the frequency, so it, it's up to you.
[CUSTOMER][NEUTRAL] OK, does it specify if it requires periodontal charting?
[AGENT][NEUTRAL] No, the only thing I have for that code is maximum of 1 each quadrant per 24 months.
[CUSTOMER][POSITIVE] OK all right well I'm gonna get that faxed over today thank you so much for your help today.
[AGENT][POSITIVE] You're welcome and thanks for calling APR [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] All right. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.