AccountId: 011433970860
ContactId: e680ef28-f923-44ae-9caa-73c2d19ffcf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245179 ms
Total Talk Time (AGENT): 61707 ms
Total Talk Time (CUSTOMER): 96289 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/e680ef28-f923-44ae-9caa-73c2d19ffcf0_20250618T22:17_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]. This is [PII] here calling on behalf of dental office, looking for dental claim status on a recorded line. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEGATIVE] I'm fine. I just tried to spoke to you, but due to some technical glitch, my call but like you were not able to hear my voice. And then I tried calling you, but the line was busy.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. And how can I help you today?
[CUSTOMER][NEUTRAL] Uh, as I said, I'm looking for a claim status. May I give you member ID or tax ID first?
[AGENT][NEUTRAL] OK, and what is the member ID?
[CUSTOMER][NEUTRAL] Uh, it is, uh, to, uh, let me start again. 021-94838.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth I have [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Uh, let me give you that. [PII].
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm not showing any claim on file for that date of service.
[CUSTOMER][NEUTRAL] OK, no issues. We will resubmit it. May I know what is the effective date of this policy?
[AGENT][NEUTRAL] The effective date is June I'm sorry, [PII].
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][NEUTRAL] OK. I was about to ask you that. Uh, and what's the timely filing limit to file the claims?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] Oh, and what will be the payer ID?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] 60801 OK and what would be the mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, so it will be [PII], right? [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] City, let me just make a quick note.
[CUSTOMER][NEUTRAL] So no issues, we will do the needful and resubmit it. Uh, this is the only information which I was looking for. May I just have the reference number for our call?
[AGENT][NEUTRAL] Sure, so we don't have call reference numbers. You can use my name and last initial in today's date. So it's [PII], last initial [PII] and then today's date.
[CUSTOMER][POSITIVE] So, OK, thank you. So [PII], thank you very much for your assistance. It was nice talking to you. You take care and have a nice day. Bye-bye.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Wish you the same. Thank you.