AccountId: 011433970860
ContactId: e061e994-c0fe-46b4-839c-6fb84bcefa98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416140 ms
Total Talk Time (AGENT): 100781 ms
Total Talk Time (CUSTOMER): 242925 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/e061e994-c0fe-46b4-839c-6fb84bcefa98_20250109T16:40_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Highline Dentistry. Hold on let me put the ratio a little lower because it looks sounds like, sorry, like I'm having a party back here.
[AGENT][POSITIVE] Not a problem.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's a good day for a party.
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] Yeah, no, I was like, whoa, it's a little too much um I'm calling because I haven't received no payment for these patients, um, which is the mom and the son um can I give you their information?
[AGENT][POSITIVE] Absolutely, [PII], it'd be my pleasure to assist you. Do you mind if I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, of course, [PII]. I'm calling from a dentist's office.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] Um, it is 02472456.
[AGENT][NEUTRAL] And what are their names and dates of birth?
[CUSTOMER][NEUTRAL] OK, for one of them, the mom is, I can't even pronounce her name, but I'm gonna give it to you. It's [PII]
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And then, yeah, and then last name is [PII]
[AGENT][NEUTRAL] Thank you. And what is her date of birth?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got some forms here um.
[CUSTOMER][NEGATIVE] Before we see them, I got the breakdown of benefits. Data services [PII]. They said that they can get a cleaning exam and X-ray, but I haven't received no payment for for her or her son.
[AGENT][NEUTRAL] OK, and this was [PII] the.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] [PII] her let me see, give me one second. I just went back. [PII] for an exam 4 by wings and a cleaning and I haven't received nothing.
[AGENT][NEUTRAL] Well, it helps if I put the correct date of service in there. Let's see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It says we're waiting for information to confirm eligibility benefits which is a card and she doesn't have a card, she just had the information on a piece of paper of her dental ID number, her name and her date of birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what is the um general provider name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for that date of service [PII], it was denied because services were rendered after the policy termed. Miss [PII]'s policy termed on 10-13-2024.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] policy terms on [PII].
[CUSTOMER][NEUTRAL] But I talked to someone, um, let me see, give me one second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I talked to someone, isn't this, yeah, I talked to someone and they told me that she did have insurance, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on, I'm reading my notes here. It looks like, OK, let me give you another, um, because she, she told me she's like I have the same dental insurance, but there's another ID number which is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This is the other number that when I talk to the person it's [PII].
[AGENT][NEUTRAL] So that is not our policy number.
[AGENT][NEUTRAL] That may be through another company that she has coverage.
[CUSTOMER][NEUTRAL] OK, give me one second. Let me read the rest of the stuff. Only cleanings maybe uh.
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hang on there, OK? I'm just looking through all my notes and what's going on, OK.
[CUSTOMER][NEUTRAL] She has um it says.
[CUSTOMER][NEUTRAL] OK, what insurance am I calling because I'm looking at Ameri Amerited life insurance.
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] American.
[CUSTOMER][NEUTRAL] And then the address is [PII].
[AGENT][NEUTRAL] No, our [PII] is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then um the group it's a retail sales, is that correct?
[AGENT][NEUTRAL] Let me check that.
[AGENT][NEUTRAL] No, this is BG Staffing Incorporated.
[CUSTOMER][NEGATIVE] not been incorporated.
[CUSTOMER][NEUTRAL] So her insurance finished on.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] October and with this one her insurance, when did it um ended?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she might have been working with a temporary um in uh
[CUSTOMER][NEUTRAL] Let's.
[AGENT][NEUTRAL] Staffing group and then maybe she was hired with the.
[AGENT][NEUTRAL] Company
[AGENT][NEUTRAL] And changed insurance, maybe?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Possibly
[CUSTOMER][NEUTRAL] Yeah, no, I just, I know I talked to someone and I have my notes here that uh I called the insurance and then.
[CUSTOMER][POSITIVE] It says yeah yeah this is so much.
[CUSTOMER][NEUTRAL] It says new insurance. Um, it started on [PII] and this is, um, ID number or and it said, um, the representative said that she can get a cleaning exam and X-rays. OK, let me figure it out with the patient, but I could have find out with this one, but I think maybe I might be wrong. I'm not gonna take it serious. I'm gonna look into a search.
[CUSTOMER][POSITIVE] Thank you so much, thank.
[AGENT][POSITIVE] It's been such a pleasure to assist you. Is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Yes, oh no, no, no, it's OK, thank you.
[AGENT][POSITIVE] And thank you for calling APL [PII]. It was a pleasure to help you with claim status. Have a great day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you bye bye.