AccountId: 011433970860
ContactId: c68113de-a74d-4dd5-b581-a8d82976dd31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239539 ms
Total Talk Time (AGENT): 65970 ms
Total Talk Time (CUSTOMER): 122501 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/c68113de-a74d-4dd5-b581-a8d82976dd31_20250613T17:03_UTC.wav
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[AGENT][NEUTRAL] Good morning thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] I want to thank you for calling IBU. This is.
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] from the provider's office.
[CUSTOMER][NEUTRAL] I would like to check on a claim status. How are you doing today?
[AGENT][NEUTRAL] I'm doing fine. How are you? And what was your name?
[CUSTOMER][POSITIVE] Doing good. [PII].
[AGENT][NEUTRAL] Can you spell that for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yeah. Uh, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] the.
[CUSTOMER][NEUTRAL] Yup. Uh, the policy number is D as in Delta 43223583.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have the social security number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Social security number it is uh.
[CUSTOMER][NEUTRAL] Uh, OK. It's uh [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Patient's name, it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Is this for a dental policy?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Medical policy.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm showing he only has dental with us.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] He does not have a medical policy with us. It's only dental.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, but the previous report stated that and stated that this will be uh handled by the medical department and they provided this number to reach out to medical.
[AGENT][NEUTRAL] OK, this is for the dental only. He only has dental with us. I'm sorry.
[CUSTOMER][NEUTRAL] Does any, uh, can you please provide me, is there any, uh, does he have any medical policy?
[AGENT][NEGATIVE] I already looked and he does not.
[AGENT][NEUTRAL] He only has dental with us.
[CUSTOMER][NEUTRAL] No medical policies.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But you, OK, but in, in all like completely, does he have any as of any medical active coverage?
[CUSTOMER][NEUTRAL] And by any chance?
[AGENT][NEGATIVE] No, he does not.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I only see a dental policy.
[CUSTOMER][NEUTRAL] OK, so that's the reason this claim got denied as non-covered charges. OK, wonderful. Can you see, uh, can you just check with the claim number? I have the claim number. Can you just provide me the claim status? What is it?
[AGENT][NEUTRAL] What is, what's the claim number?
[CUSTOMER][NEUTRAL] It's 220250-5090139.
[AGENT][NEUTRAL] That's too many numbers for our claim number.
[AGENT][NEUTRAL] So that is not for American public life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Benefits in the card. OK. So, is this not also your uh member ID?
[AGENT][NEUTRAL] No, it's not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Fine, fine, fine.
[AGENT][NEUTRAL] He only has dental.
[CUSTOMER][NEUTRAL] All right, [PII], but this member has only dental with APL.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] What, OK.
[CUSTOMER][POSITIVE] Alright, thank you so much, [PII]. You have a wonderful rest of your day bye bye.