AccountId: 011433970860
ContactId: ccf6e342-bbc4-453b-b59b-d87052cca6c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169600 ms
Total Talk Time (AGENT): 55666 ms
Total Talk Time (CUSTOMER): 65691 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ccf6e342-bbc4-453b-b59b-d87052cca6c7_20250401T16:02_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Advantage Dental. I'm calling because I'm needing to follow up on a claim for a patient.
[AGENT][POSITIVE] OK, I'd be happy to assist with the claim today. May I have that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is 480-206-663.
[AGENT][NEUTRAL] That's the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have a social?
[CUSTOMER][NEUTRAL] Um, is this still caring, uh, I'm sorry, is this still Carrington?
[AGENT][NEUTRAL] No, we're American Public Life.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK, sorry, I, I guess I was transferred. She didn't tell me she was transferring me.
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And you said you were calling for a claim?
[CUSTOMER][NEUTRAL] Yes, a dental claim.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment. Now I'm not showing we have any claims on file. What's the date of service for the claim?
[CUSTOMER][NEUTRAL] Uh it's [PII].
[AGENT][NEUTRAL] OK, yeah, I'm showing he was active but I'm not showing that we have any claims on file for him.
[AGENT][NEUTRAL] Did you need our fax number payer ID I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK, what is your guys' payer?
[CUSTOMER][NEUTRAL] Uh, both payer ID and fax number please.
[AGENT][NEUTRAL] OK, payer ID is 60801.
[CUSTOMER][NEUTRAL] Uh, sorry, 60.
[AGENT][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the fax?
[AGENT][NEUTRAL] Fax is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, is there a call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] as in [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh 00.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's everything. Oh, what is your guys' timely filing limit?
[AGENT][NEGATIVE] We don't have timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much I will get this sent over right away.
[AGENT][POSITIVE] Alright, thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.