AccountId: 011433970860
ContactId: cc1af6e9-a476-4e15-9ade-b84492257580
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301059 ms
Total Talk Time (AGENT): 122524 ms
Total Talk Time (CUSTOMER): 82211 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/cc1af6e9-a476-4e15-9ade-b84492257580_20250519T14:27_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] Hi, my name is [PII]. I'm calling from a dental provider's office, and I have an outstanding claim for a patient. I'm trying to follow up on.
[AGENT][POSITIVE] OK, sure. I can assist you with claims Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility for my notes?
[CUSTOMER][NEUTRAL] Yes, it's Center for Contemporary dentistry.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 599963
[AGENT][POSITIVE] OK thank you let's see we can.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right. And what is the date of service for the claim, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you. Let's see what we have.
[AGENT][NEUTRAL] Um, I don't see a claim for that date of service. You said [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Mm. Yeah, I don't see the claim. Um, do you want to check the address where the claim was sent or the pay ID?
[CUSTOMER][NEUTRAL] Sure, uh, payer ID I have is [PII].
[AGENT][POSITIVE] Mhm, that is correct.
[CUSTOMER][NEUTRAL] OK, the address is [PII].
[AGENT][NEUTRAL] That's incorrect. That's the old address. OK, so let me give you the correct address to submit the claim. All right, let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK. That is [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will get that resubmitted.
[CUSTOMER][NEUTRAL] Um, and was that the proper member ID number that I gave you?
[AGENT][NEUTRAL] Mhm. Yes, that is the correct policy number, member ID.
[CUSTOMER][NEUTRAL] OK, and is there a separate group number?
[AGENT][NEUTRAL] Um, let me check. I think this one is individual. Let me just double check.
[AGENT][NEUTRAL] Yeah, this one doesn't have a group number.
[AGENT][NEUTRAL] The sal policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, cause our system doesn't like to send out claims if it doesn't have a group number. Can I just use the member ID number then as the group number?
[AGENT][POSITIVE] You can, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's what we'll do because our system tries to reject it when we don't have a group number.
[AGENT][NEUTRAL] Oh right. OK. Yes, let me see if they had an old one. maybe that will work, um, if they had an old one, if not, OK with that one.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yep, I don't see another one, so yes, you can use the policy number.
[AGENT][NEUTRAL] OK. Is there anything else I may help you today?
[CUSTOMER][NEUTRAL] OK, perfect, um, we'll do, is there a reference number for today?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK, and your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, perfect, thank you very much [PII]. I appreciate your help.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you