AccountId: 011433970860
ContactId: eb8c8fdb-fd1e-42bf-aa63-6e77c53744f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449380 ms
Total Talk Time (AGENT): 130654 ms
Total Talk Time (CUSTOMER): 77759 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/eb8c8fdb-fd1e-42bf-aa63-6e77c53744f6_20250623T20:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling from Regis Court Family Dental. Just needed to get some clarification on some claims I had sent out to you.
[AGENT][POSITIVE] OK, sure, I can assist you with claims. OK, and may I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the name of the facility?
[CUSTOMER][NEUTRAL] Regis Court Family Dental.
[AGENT][NEUTRAL] Leisure.
[CUSTOMER][NEUTRAL] Regis, R E G I S.
[AGENT][NEUTRAL] OK. Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02636488
[AGENT][POSITIVE] Thank you. One moment, let me look for this.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's for [PII]. Birth date is [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service?
[CUSTOMER][NEUTRAL] Uh, I've got a couple different ones. Um, first one that I'm looking at, uh, looks like it is for.
[CUSTOMER][NEUTRAL] Um, let me go to the oldest one here.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The notation that I got on the back of the EOB is saying that you guys are needing more information from his employer.
[CUSTOMER][NEUTRAL] Just curious to know what's missing.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, let me read you this information. Do you mind holding for me, Miss [PII]?
[CUSTOMER][NEUTRAL] Nope
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII].
[AGENT][NEUTRAL] OK, so when, um, you're welcome. I checked and it looks like we have um only paid one for [PII]. The one for [PII] is still waiting for confirmation. What we're needing is, and he can, uh, the member can go ahead and call because he's getting the same notifications that you are. But all he needs to do is call Universal Trucking. He had this policy set up by Universal Trucking.
[CUSTOMER][POSITIVE] Yes thank you.
[AGENT][NEUTRAL] And um they just need to send those notification that he's still employed with universal trucking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm still employed, OK.
[AGENT][NEUTRAL] Mhm. So until we receive that information we will reprocess the claims like we did with the [PII]. We got that one clear so we did send that payment, but we need the other ones to be clear before we send payment on those.
[CUSTOMER][NEUTRAL] OK, so the [PII] 1 is good and payment is on its way here?
[AGENT][NEUTRAL] Yes, we processed that one on the [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] How come that one was able to go through, but then these other ones are not.
[AGENT][NEUTRAL] Uh, it's really based on what information we received from, from the universal trucking. If, if they give us a range of days, then we follow that range of days. More than likely this was the range of days and it didn't get till the [PII] and that's why that one didn't process. Um, they, they're the ones that, um, do the premium and everything so we just need to follow what they have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, they just need to, you know, let us know that go ahead.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I understand. I will have [PII] get in touch with Universal Trucking then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Miss?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] No, that's all I needed thank you so much you have a good day.
[AGENT][POSITIVE] You too, Ms.n. Thank you for calling APR. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.