AccountId: 011433970860
ContactId: e343e111-c5da-48b1-8177-0d8b52d66753
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341790 ms
Total Talk Time (AGENT): 130796 ms
Total Talk Time (CUSTOMER): 69149 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/e343e111-c5da-48b1-8177-0d8b52d66753_20250610T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. My name is [PII]. I'm calling for help with a claim, please.
[AGENT][NEUTRAL] So I can help you with claim status, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02608226.
[AGENT][NEUTRAL] I have 02608226, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, give me just one moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Destiny Fears [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] And do you have the um claim number or the date of service?
[CUSTOMER][NEUTRAL] I have the date of service [PII].
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the provider's name or the dentist office name?
[CUSTOMER][NEUTRAL] The provider was [PII].
[AGENT][NEUTRAL] OK, and the dental office name or who the claim would have been under?
[CUSTOMER][NEUTRAL] Dioto Mint dentistry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing that we received that claim on [PII]. It was processed on [PII]. Would you like the claim number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It's 35.
[AGENT][NEUTRAL] 91
[AGENT][NEUTRAL] 199.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And it looks like that claim.
[AGENT][NEGATIVE] Was denied and let me see why.
[AGENT][NEUTRAL] Looks like it was a duplicate, so let me check the other claim and see what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that claim was denied because it was a duplicate of uh this claim that it looks like it was actually sent.
[AGENT][NEUTRAL] It was sent and processed on the the same day as the other one. the one I gave you is a duplicate, so I apologize. The claim number that um isn't a duplicate is 35.
[AGENT][NEUTRAL] 91
[AGENT][NEUTRAL] 127.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it and it looks like we paid $428 towards that.
[CUSTOMER][NEUTRAL] OK, um, can I get the check information from you as well because.
[AGENT][NEUTRAL] Sure, give me just one second.
[CUSTOMER][NEUTRAL] What day was that paid?
[AGENT][NEUTRAL] Let me pull it up. Do you need the check number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, the check number is 20.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 39
[AGENT][NEUTRAL] 701.
[AGENT][NEUTRAL] It looks like we it was a single check in the amount of $428 and it looks like that was issued on [PII] and it is an outstanding status.
[AGENT][NEUTRAL] Did you want to verify the address? Go ahead.
[CUSTOMER][NEUTRAL] Um, can you tell me what?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Um, it should have, well, we have a treating office and then a billing address. Um, did it go to the [PII] address?
[AGENT][NEUTRAL] Yes, it goes to the address that's on the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][POSITIVE] I think that's all the questions I have. I appreciate your help. Before you go, can I just have a reference number as well?
[AGENT][NEUTRAL] Sure, so we don't give reference numbers, but you can use my name and last initial in today's date. So [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you again, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.