AccountId: 011433970860
ContactId: e66b8fa9-9b11-4df2-89c2-dab95669780b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244759 ms
Total Talk Time (AGENT): 100735 ms
Total Talk Time (CUSTOMER): 73235 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/e66b8fa9-9b11-4df2-89c2-dab95669780b_20250414T16:38_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] Um, hi, my name is [PII]. I'm calling from Dentistry for Children. Um, the reason for my call is because I have a, um, a claim that was made due to the patient wasn't, is no longer active, um, and I would like to see if you can send me over a copy of that EOB so I can submit it to the secondary.
[AGENT][POSITIVE] I'll be happy to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Um, it can be my personal number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] Um, sure, give me one second, um.
[CUSTOMER][NEUTRAL] Um, policy number is 1238992.
[AGENT][NEUTRAL] Thank you [PII] and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] It would be my pleasure to help you with that EOB. Do you have the claim number or data service for [PII], excuse me, for [PII]?
[CUSTOMER][NEUTRAL] Yes, I have the date of service. Uh, give me one second.
[AGENT][NEUTRAL] And this is for dental, right?
[CUSTOMER][NEUTRAL] Correct. Mhm. It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You said that's Dentistry for Children.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, it will not have the termination date on that EOB.
[CUSTOMER][NEUTRAL] Oh, it's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just making sure.
[AGENT][NEUTRAL] I'm getting that ready faxed to you. Bear with me just one second. Now also, if you're ever interested, we do have a provider portal where you can have access to the EOB's claim status and claim submission.
[CUSTOMER][POSITIVE] Oh, OK. Nice.
[AGENT][NEUTRAL] And that is that secured, that's S E C U R E D. A.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Just takes me a minute to get this fax ready for you. You want the claim number while I'm getting this together?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh no, it's OK, it's OK. Um, however, the fax, um, it will have to be to my fax. Can I give that to you now?
[AGENT][NEUTRAL] Yeah, give me just one second.
[AGENT][NEUTRAL] Can I put it to your attention?
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, let me just.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sorry, it just takes a minute.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] I'm ready for that fax number, [PII].
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me just verify that fax number. I'm sending this EOB to 954.
[AGENT][NEUTRAL] 98 I'm sorry [PII].
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] All right. [PII], that EOB is on the way for you for [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, that's all. Thank you so much for your help.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful week.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.