AccountId: 011433970860
ContactId: da7575cd-7355-495d-8377-2e6210b11c49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223270 ms
Total Talk Time (AGENT): 34595 ms
Total Talk Time (CUSTOMER): 91234 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/da7575cd-7355-495d-8377-2e6210b11c49_20250324T16:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Midland Dental. I was wondering if I could get an EOB for a claim.
[AGENT][POSITIVE] I'd be happy to assist with an EOB today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Uh yeah, 021-29245.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the data service.
[CUSTOMER][NEUTRAL] Uh, 605-2024.
[AGENT][NEUTRAL] 605 [PII].
[CUSTOMER][NEUTRAL] Yes, my name
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like we have more than one claim. What's the procedure code?
[CUSTOMER][NEUTRAL] Uh, it should be for an SRP, so D4341.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 8594892
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, one moment please.
[CUSTOMER][POSITIVE] Yeah, no worries.
[CUSTOMER][NEUTRAL] I'm seeing if you guys have received some claims. I've had one like 24 patients, but I have 3 others, or sorry.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, P A Y T O N.
[CUSTOMER][NEUTRAL] W
[CUSTOMER][NEUTRAL] 228
[CUSTOMER][NEUTRAL] Member ID is M [PII].
[CUSTOMER][NEUTRAL] the service is.
[CUSTOMER][NEUTRAL] OK you still have.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah of course
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] $324.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] Alright, what's that fax number?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Alright, you should receive that within the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] So yeah
[CUSTOMER][NEUTRAL] Uh, no, that'll be it.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[AGENT][NEUTRAL] Right