AccountId: 011433970860
ContactId: e3330983-cff9-4c8c-a6c5-3e09203e0a2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156270 ms
Total Talk Time (AGENT): 67330 ms
Total Talk Time (CUSTOMER): 86954 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e3330983-cff9-4c8c-a6c5-3e09203e0a2e_20250130T19:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Miss Miss [PII], this is [PII] from West Metery Dental Care again.
[AGENT][NEUTRAL] Yeah, yes, yes.
[CUSTOMER][NEUTRAL] Um, hi, long time to talk to, huh?
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] I'm calling back about Mr. Mr. [PII]. Do y'all for a claim in October for last year, um, what do you need to pull him up with?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I still have his policy number, so give me just a moment and I'll get his information pulled back up.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] And the same thing applies on this call there any information I provide would be a verification of benefits and not a guarantee of payment. Um, so just verify his date of birth for me again.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is the data service?
[CUSTOMER][NEUTRAL] Um, 10:15 2024.
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] 7:34.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK, we do not have a claim on file for him for 10-15-2024.
[CUSTOMER][NEUTRAL] OK, I don't know why y'all do claims have to be faxed to y'all or they can be electronic claim filed, um.
[AGENT][NEUTRAL] Uh, they can be, we have a payer ID, they can be mailed, they can be faxed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our payer ID is on that fax back. It's 60801.
[CUSTOMER][NEUTRAL] 60801. OK, I'm looking because I mean I some reason I had faxed over in November a pre-estimate.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's on page one.
[CUSTOMER][NEUTRAL] But because it's um major coverage.
[CUSTOMER][NEUTRAL] It is, it's still on a waiting period, but I don't know why the claim didn't get sent over then. OK, can I fax the um claim to you? OK, and I have a fax number of [PII].
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Yes, ma'am, that is it. And put attention cos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am alright I'll go ahead and send this out then thank you.
[AGENT][POSITIVE] OK, there. Well, you are very welcome and thank you again for calling AP. It was nice speaking to you again.
[CUSTOMER][POSITIVE] Yes, ma'am. Thanks. Mhm.
[CUSTOMER][NEUTRAL] You too. All right, bye bye. OK.
[AGENT][NEUTRAL] Bye, bye bye.