AccountId: 011433970860
ContactId: d89ffbf1-65fe-4e0d-933e-6c02511f5ce9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320579 ms
Total Talk Time (AGENT): 100350 ms
Total Talk Time (CUSTOMER): 53582 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/d89ffbf1-65fe-4e0d-933e-6c02511f5ce9_20250131T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to follow up on a claim please.
[AGENT][NEUTRAL] OK, I can help you with the claim. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's F. Strickland DDS.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][POSITIVE] That's OK. Take your time.
[CUSTOMER][NEUTRAL] Um, [PII], do you want the ID number?
[AGENT][NEUTRAL] Yes, ma'am. What is that, please?
[CUSTOMER][NEUTRAL] 02363473
[AGENT][NEUTRAL] OK, and then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and what is the date of service?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] It is $340.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold, Miss [PII], while I look up that claim for you and I'll be right back.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding, [PII]. I did find the claim. The claim number is 339-027-8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the remarks on the claim are denial remarks, the first one being limited to one X-ray procedure per 5 year period.
[AGENT][NEUTRAL] And the second one is this color.
[CUSTOMER][NEUTRAL] What was the date of the decision?
[AGENT][NEUTRAL] I'm sorry, what did you say, ma'am?
[CUSTOMER][NEUTRAL] What, what was the date of the decision?
[AGENT][NEUTRAL] OK. Um, would you like for me to give you the second remark and then look the date up?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEGATIVE] The second remark was um this policy does not provide benefits for any procedure or service that is not listed in the scheduled of.
[AGENT][NEUTRAL] Covered dental services and procedures.
[AGENT][NEUTRAL] OK, now let me go back and look up the um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The date we received and processed the claim.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] All right, thank you so very much.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. You have a blessed weekend. We thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.