AccountId: 011433970860
ContactId: e573f2b9-e879-42cb-a915-070b45fc4b6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175940 ms
Total Talk Time (AGENT): 90005 ms
Total Talk Time (CUSTOMER): 53231 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e573f2b9-e879-42cb-a915-070b45fc4b6d_20250217T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, this is [PII]. I'm calling from aonal provider's office regarding a claim for a patient.
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] That's gonna be 02510234.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII] and I'm so sorry, can you spell your name for me?
[AGENT][NEUTRAL] [PII] last initial [PII] and Ms. [PII], what was your extension? I'm sorry.
[CUSTOMER][NEUTRAL] Number one.
[AGENT][NEUTRAL] 010, that's smallest extension I've ever heard.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] That is going to be for [PII] and then her date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling about a claim for her?
[CUSTOMER][NEUTRAL] Mhm, data service 11325.
[AGENT][NEUTRAL] 1:13 and the amount of the charge?
[CUSTOMER][NEUTRAL] Mm, that was uh 205.
[AGENT][NEUTRAL] 205. OK, give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Was this for a cleaning exam and it looks like a fluoride varnish?
[CUSTOMER][POSITIVE] Correct mhm.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, it looks like the claim is pending eligibility information from benefits and a card. Uh, once that has been received and then the claim will be released.
[CUSTOMER][NEUTRAL] OK, does the, uh, and I'm sorry, and that's through the employer that needs to send that out or how does that work?
[AGENT][NEUTRAL] Um, it's
[AGENT][NEUTRAL] It's not the employer, it's a group or I guess you could say a third party that helps the employer and well helps the employer with the insurance. We just waited for them to send us eligibility showing that the patient was eligible for that data service.
[AGENT][NEUTRAL] So it's not the employer go I'm sorry.
[CUSTOMER][NEUTRAL] OK, do you know how.
[CUSTOMER][NEUTRAL] Long that usually takes.
[AGENT][NEUTRAL] Right, it takes as fast as they can send it to us. Um, don't show you received anything recently, but
[AGENT][NEUTRAL] Usually about every week or every other week, but I don't sure we received anything yet.
[CUSTOMER][NEUTRAL] Mm, every other week, OK, that's perfectly fine. Can I just get a reference number?
[AGENT][NEUTRAL] Oh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for all your help.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] No