AccountId: 011433970860
ContactId: d0cb6487-5a51-4362-8324-5506ca220c57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176160 ms
Total Talk Time (AGENT): 46829 ms
Total Talk Time (CUSTOMER): 82046 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/d0cb6487-5a51-4362-8324-5506ca220c57_20250507T17:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from provider's office Urban Dental. I'm calling to check a claim status for a patient.
[AGENT][NEUTRAL] OK, can, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh yes it is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Oh yes. Um,
[CUSTOMER][NEUTRAL] Policy number is 02585551.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, yes, um.
[CUSTOMER][NEUTRAL] Date of service is [PII]. Bill amount $713.
[AGENT][NEUTRAL] OK, it looks like we've received the claim, but we're waiting on eligibility status from the third party vendor.
[AGENT][NEUTRAL] So once we confirm the eligibility for the patient, the claim will go through for processing.
[CUSTOMER][NEUTRAL] So what um third party vendor is you're waiting for in order for this claim to be processed?
[AGENT][POSITIVE] It's big benefits in a card.
[CUSTOMER][POSITIVE] Benefits in a card.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So upon then, um, it is still pending, right?
[AGENT][NEUTRAL] Yes, I'm just waiting on that eligibility confirmation and then like I said, once received, we'll be able to process the claim.
[CUSTOMER][NEUTRAL] So, uh, what will we do um we can reach out to patient regarding on this one or this one will be automatically sent to you the um eligibility of this patient.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, so they'll send over the eligibility file and then once that's received, it'll be released and processed as long as they're eligible.
[CUSTOMER][POSITIVE] OK, thank you so much, um, [PII] um yes I think that's all for this call. Thank you so much and before I forgot, can I have the reference number please?
[AGENT][NEUTRAL] That's just my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII], have a great day.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye-bye.