AccountId: 011433970860
ContactId: e04bf84a-6dc6-44dd-9587-1d1216731868
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185300 ms
Total Talk Time (AGENT): 102090 ms
Total Talk Time (CUSTOMER): 42081 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/e04bf84a-6dc6-44dd-9587-1d1216731868_20250227T20:47_UTC.wav
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[AGENT][NEUTRAL] For contacting HPO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Small Shine Dental. I want to check the claim status for a patient, please.
[AGENT][NEUTRAL] OK, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually, OK, thank you. What's the policy number we're looking at today?
[CUSTOMER][NEUTRAL] Uh, that's gonna be.
[CUSTOMER][NEUTRAL] 023 096 02
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And what date of service are we looking for for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I appreciate that. So this is for um.
[AGENT][NEUTRAL] A filling
[AGENT][NEUTRAL] Uh, X-rays.
[AGENT][NEUTRAL] OK. Your claim number.
[AGENT][NEUTRAL] Is 35.
[AGENT][NEUTRAL] 68294.
[AGENT][NEUTRAL] And it looks like we received that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] On the [PII], we processed it on the [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like there is a check in the amount of $414.60 that is going out to uh
[AGENT][NEUTRAL] To you that check number is 202.
[AGENT][NEUTRAL] 945-6. Now it was processed on the [PII], but the check itself wouldn't have gone out until the [PII] or yesterday so it it's on its way to you.
[CUSTOMER][NEUTRAL] OK, um, but you said the total you guys spend is 41,460?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] Is anything denied in the services, ma'am or no?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There was one service, let's see.
[AGENT][NEUTRAL] It was um
[AGENT][NEUTRAL] CPT code 01208.
[AGENT][NEGATIVE] And that was denied.
[AGENT][NEGATIVE] Uh, fluoride is not covered.
[AGENT][NEUTRAL] Uh, for, um, for someone this age, it's like [PII] and under.
[AGENT][NEUTRAL] Uh, there's also a, there was a $50 deductible that was also taken from the, um, but everything else was paid.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, that would be great. Can I have the reference number please for this call, ma'am?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference. Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] That would be it. Thank you for all that help.
[AGENT][POSITIVE] OK, thanks for contacting you. Have a good, yeah, thanks for contacting API.
[CUSTOMER][NEUTRAL] Bye bye.