AccountId: 011433970860
ContactId: ccbe082f-17ea-44ad-85eb-f6b6bc23b31b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452380 ms
Total Talk Time (AGENT): 108848 ms
Total Talk Time (CUSTOMER): 89460 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/ccbe082f-17ea-44ad-85eb-f6b6bc23b31b_20250109T22:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so I am trying to check the status of a claim for a patient, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, and may I have your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Uh, OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][POSITIVE] So I can't complain about.
[CUSTOMER][NEUTRAL] Yes, I've got 02554030.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] OK. And um
[AGENT][NEUTRAL] This is for dental?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is the date of service?
[CUSTOMER][POSITIVE] It's ready now
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How much is the total charge?
[CUSTOMER][NEUTRAL] I have $411 but you might have a different dollar amount.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] or
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at this, uh, let me look at this claim. Let me see what is this.
[CUSTOMER][NEUTRAL] in there.
[CUSTOMER][NEUTRAL] I one day.
[CUSTOMER][NEUTRAL] down the hall.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] As I can
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] The next appointment's made is our stuff ready to go.
[AGENT][NEUTRAL] Bear with me, I'm waiting on the system.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you mind holding for me? I just need to pull some more documents because it's not giving me the correct documents right now.
[CUSTOMER][NEUTRAL] Do I know what?
[AGENT][NEUTRAL] Do you mind if, if you hold for me on the line I just need to look some documents up, OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I was checking on the claim because it looks like it was paid, um, but it was paid to the member and um I pulled the documents and there was no signature on their assignment of benefit and that's why it was paid to the patient.
[CUSTOMER][NEUTRAL] OK, do you have the date that it was paid in the dollar amount?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not gonna be able to release the dollar amount. I can give you a date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, are you able to tell me if the payment that was issued to the member has cleared the bank if the check has been cashed?
[AGENT][NEUTRAL] No, we cannot release that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I'm sorry yeah it was missing that signature yeah I was wondering too because I saw that it was submitted by office but yeah it is missing that signature.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will um let him know thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] OK.