AccountId: 011433970860
ContactId: d1e025bb-6297-480d-b45f-e0558e4bb5fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203520 ms
Total Talk Time (AGENT): 94972 ms
Total Talk Time (CUSTOMER): 60101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d1e025bb-6297-480d-b45f-e0558e4bb5fe_20250109T22:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I was calling to check the status of a dental claim for a patient.
[AGENT][NEUTRAL] OK, well, I can help you with the dental claim, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 227-7461.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, to be honest, I don't know how to say the first name. It is [PII] Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] Data service is uh [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] $272.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm showing, oh, I'm sorry, can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Uh, this is for provider [PII] and it should be underneath the office of the dentist office Fallon.
[AGENT][NEUTRAL] Oh, wait a minute. What's your tax ID?
[CUSTOMER][NEUTRAL] Tax ID is [PII].
[AGENT][NEUTRAL] Oh no, this is it. Oh, it came on, it came over [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, um, but I have the claim here. So we received the claim on [PII].
[AGENT][NEUTRAL] And that claim number is 354.
[AGENT][NEUTRAL] 2519.
[AGENT][NEUTRAL] And on [PII], we paid um out to the provider $199.80.
[AGENT][NEUTRAL] Did you need that checking information?
[CUSTOMER][POSITIVE] Yes ma'am, if you don't mind.
[AGENT][NEUTRAL] Sure, hold on one moment, let me get it for you.
[AGENT][NEUTRAL] Alright, so it was a single check, um, number 201.
[AGENT][NEUTRAL] 887 7
[AGENT][NEUTRAL] It was issued on [PII].
[AGENT][NEUTRAL] Of [PII]. And it was mailed to [PII].
[AGENT][NEUTRAL] That zip code is [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK great that was actually the only patient I was calling in regards to today.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, not at this time.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a great day and happy New Year.
[CUSTOMER][POSITIVE] Yes ma'am thank you you as well.
[AGENT][POSITIVE] Thank you, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.