AccountId: 011433970860
ContactId: da6ff326-fc06-43a9-ae10-9ad57e2f7009
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248070 ms
Total Talk Time (AGENT): 63841 ms
Total Talk Time (CUSTOMER): 82136 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/da6ff326-fc06-43a9-ae10-9ad57e2f7009_20250611T17:18_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Sundry Dental. Can you help me check a claim of this patient?
[AGENT][NEUTRAL] Uh, yes, I can help you with claim status. Um, I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey, [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, ID number 02576161.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] of service and bill charges.
[CUSTOMER][NEUTRAL] [PII]. The amount is $398.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It looks like we received the claim on 521-25.
[AGENT][NEUTRAL] So it's 52225.
[AGENT][NEUTRAL] You made a payment of 270.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh sorry, how much again the payment?
[AGENT][NEUTRAL] 27,680.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a patient responsibility for this one?
[AGENT][NEUTRAL] Uh, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, patient responsibility is
[AGENT][NEUTRAL] 121, 20.
[CUSTOMER][NEUTRAL] OK, may I know the payment information for this?
[AGENT][NEUTRAL] Oh, it's paid with a single check?
[AGENT][NEUTRAL] Number 204-5881.
[CUSTOMER][NEUTRAL] I'm sorry. Check number 2045881, right?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] May I know the date for this?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And may I know on which location address where the check was sent?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, to the provider location address, can I have the claim number for this?
[AGENT][NEUTRAL] The claim number is 359-9828.
[CUSTOMER][NEUTRAL] And also wanna know if there's any be available for this if you can fax it over to me, if that would be possible.
[AGENT][NEUTRAL] OK. What's your facts?
[CUSTOMER][NEUTRAL] 720815-3367.
[CUSTOMER][NEUTRAL] you know
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. Is there anything else I can help with?
[CUSTOMER][POSITIVE] Mhm thank you so much. Um, no, this is all I need. May I have a reference number for this?
[AGENT][NEUTRAL] It's just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, got it. And yeah, thank you so much for your help, [PII], and have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.