AccountId: 011433970860
ContactId: d90d81d8-5a8f-4a1f-bcb3-ad037c0cc2d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176729 ms
Total Talk Time (AGENT): 85332 ms
Total Talk Time (CUSTOMER): 70708 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/d90d81d8-5a8f-4a1f-bcb3-ad037c0cc2d6_20250203T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling to check status on a claim, please.
[AGENT][NEUTRAL] OK, yeah, I can check on a client for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] Alright, thank you. And then did you have the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, here it is uh 02548962.
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. OK uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and then do you have the bill amount?
[CUSTOMER][NEUTRAL] Um, give me one second and I can pull that up for you.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] $407.
[AGENT][NEUTRAL] I'm sorry, that was 407?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, alrighty thank you bear with me one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I'm sorry, uh, what was the name of the providers?
[CUSTOMER][NEUTRAL] It's Doctor B Pediatric Dentistry. The doctor's name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it. OK. I do believe I found it. Give me just a moment here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like um for this claim and I can give you that claim number we did absolutely receive it um we are waiting for um an eligibility notice from their employer we did reach out to them for that as soon as we have that information we can continue getting this claim processed so it's not denied it's uh kind of in a state of pending.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll just put that in my notes. I don't need the claim number.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright, if there's another one that we sent, there's another one we sent on [PII]. I don't know if you need that information to help you get that from there.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Employer or not but.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] There was another claim it was sent to us on the [PII], or that was the date of service?
[CUSTOMER][NEUTRAL] Yes ma'am, that's the data service.
[AGENT][NEUTRAL] OK, um, OK, so I'm.
[CUSTOMER][NEUTRAL] And it was submitted electronically.
[AGENT][NEUTRAL] I am showing we received uh claim information. It looks like it was [PII] um and it is currently being processed, so I'm unable to view it. I just see that we have received it. It is in line for processing though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. OK, perfect. Thank you very much. I I really appreciate your help today.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][POSITIVE] Definitely thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.