AccountId: 011433970860
ContactId: ca4f9844-bfb7-49ef-993a-00411233e076
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249589 ms
Total Talk Time (AGENT): 73056 ms
Total Talk Time (CUSTOMER): 124529 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ca4f9844-bfb7-49ef-993a-00411233e076_20250123T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], my name is [PII]. I'm calling from the Criswell Dental Clinic. I was needing to check the status of the claim for one of our patients.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 718296.
[AGENT][NEUTRAL] All right, let me pull that.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that and then what is the date of service?
[CUSTOMER][NEUTRAL] People up and then.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the bill amount.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] $148.
[AGENT][NEUTRAL] All right, let's see what we got here, one moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] [PII], if you have insurance, you're good to go. Alrighty.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, he didn't have his schedule on him.
[CUSTOMER][NEUTRAL] Whatever I say I reschedule.
[AGENT][NEUTRAL] Alright, so it looks like we did get the claim and it looks like a benefit payment was sent in the amount of $103.
[CUSTOMER][NEUTRAL] OK, 103.
[CUSTOMER][NEUTRAL] Do you have a check number for that?
[AGENT][POSITIVE] I sure do. Let me get that for you here, one second.
[AGENT][NEUTRAL] Check number is 2002874.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do see that that that was posted um on [PII] however um it looks like uh [PII] had posted it to the wrong claim so that brings that brings up another issue um let me see, she's got that one posted to [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And same same patient.
[CUSTOMER][NEUTRAL] And the bill amount.
[CUSTOMER][NEUTRAL] 4317 would be $60. Can we check the status on that one?
[AGENT][NEUTRAL] Mhm. Yeah. [PII] for the same patient, right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I don't show any claims on file data service 723-24.
[CUSTOMER][NEUTRAL] OK alright I will um.
[CUSTOMER][NEUTRAL] I'll resubmit the [PII] and then get the $103 payment correctly allocated to the right claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, [PII], and thank you so much. And can I get a reference number for the call?
[AGENT][NEUTRAL] Absolutely, that's going to be my name with my last initial and today's date. My name again is [PII]. Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. You have a good afternoon.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.