AccountId: 011433970860
ContactId: c3594768-58e9-4d45-8cc4-cfd0be06f940
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246059 ms
Total Talk Time (AGENT): 91301 ms
Total Talk Time (CUSTOMER): 44031 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c3594768-58e9-4d45-8cc4-cfd0be06f940_20250114T15:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I would like to know the claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm that's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, sure. The member ID was 2546457.
[AGENT][NEUTRAL] OK, thank you, one moment, let me pull this information.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient was [PII]. Date of birth was [PII].
[AGENT][NEUTRAL] OK. And this is for dental, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, this is for dental.
[AGENT][NEUTRAL] OK, alright, and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service was.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, how much is the total charge of the claim?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] So it's for a total $439.
[AGENT][NEUTRAL] OK, so [PII], 439 and future you can check claim status online through our website at [PII] and that's just optional. And let me see if I have your claim. One moment.
[AGENT][NEUTRAL] OK, let me look at this one.
[AGENT][NEUTRAL] Gonna be a minute. I'm waiting on the EOB. Can you verify the procedure codes for me just to make sure I'm looking at the right one.
[AGENT][NEUTRAL] Go ahead with the procedure codes.
[CUSTOMER][NEUTRAL] Can I tell you the procedure codes?
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] So that's 11,100,230,022,002,740.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. All right, yes, we processed this claim on [PII]. Um, this was processed for the second time. It looks like the claim was received on, um, [PII], processed [PII], and we send a benefit amount of $370 to the provider.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Miss [PII], I cannot hear you.
[AGENT][NEUTRAL] Miss [PII], I cannot hear you. Hello?
[AGENT][NEUTRAL] You still there?
[AGENT][NEUTRAL] Hello, Miss [PII].