AccountId: 011433970860
ContactId: ee5a9a83-808b-408b-bded-35d8a62ccab2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358779 ms
Total Talk Time (AGENT): 102340 ms
Total Talk Time (CUSTOMER): 207936 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/ee5a9a83-808b-408b-bded-35d8a62ccab2_20250521T14:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I have a claim for a patient from [PII] that I need to check on this is the dental office.
[AGENT][NEUTRAL] OK, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my call back number is [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility from my note?
[CUSTOMER][NEUTRAL] Abbeville Family Dental.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, her policy number is 438900111.
[AGENT][POSITIVE] Thank you. Let me see.
[AGENT][NEUTRAL] Mm, too long to be one of our policy numbers. Do you have the copy of the car, Miss [PII]?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, that, that must be her social. Let's see if I have a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A copy of that card. She works at Advent General Hospital. Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APL APL is American but yeah, OK, let's see.
[CUSTOMER][NEUTRAL] I have her benefits right here. Let me, let me look and see if they have a number on here.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] I think I found her with their social.
[CUSTOMER][NEUTRAL] I don't see, I don't see uh.
[CUSTOMER][NEUTRAL] Her number on here she didn't have a they don't have uh uh if they have the APL, then they have all, you know, a bunch of information on here for her insurance, but there's I don't see an ID number on her uh she's been having that since [PII], uh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 4000 0 no 46 of 17, let's see 410 insurance card wait I got it uh I I think uh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] What's her name?
[CUSTOMER][NEUTRAL] Let's see, try this. 0142201927.
[CUSTOMER][NEGATIVE] I don't know it doesn't look good, but.
[AGENT][NEGATIVE] Yeah, that's too many numbers.
[CUSTOMER][NEUTRAL] That's all I have. That's that's 2017.
[CUSTOMER][NEUTRAL] Uh, she works at Advil General Hospital.
[AGENT][NEUTRAL] Miss [PII], what's her name?
[CUSTOMER][NEUTRAL] Huh, say that again.
[AGENT][NEUTRAL] What's her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Wait, look right here, maybe somebody else put this in so.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] I know, I just have a group. Her date of birth is, I don't have a number for her. Her date of birth, [PII] is uh [PII].
[AGENT][POSITIVE] OK. I found her. Bear with me.
[CUSTOMER][POSITIVE] You found it, yeah, OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] They get mad and then half the time we don't have what we need.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. It's OK. All right.
[CUSTOMER][NEUTRAL] They don't give it to us, so OK.
[AGENT][NEUTRAL] Yeah. And um you said the date of service for the claim was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, and it was for how much was it? 89, I think $89.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we have not received that claim as of today. Um, let me go ahead and provide you with the policy number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is the what is her policy number?
[AGENT][NEUTRAL] The policy number for Ms. [PII] is 0098.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3715.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's your policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean it's it's just weird because we did get paid for her.
[CUSTOMER][NEUTRAL] For you know other claims we did get paid for her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so, so, um, you want me to go ahead and electronic what's your electronic ID to make sure I, I should have the right one, but.
[CUSTOMER][NEUTRAL] What's your electronic ID?
[AGENT][NEUTRAL] The electronic payment ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 60801 that's what I have OK I just wanted to make sure 608 and your group is 983-715?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see if that's the group here.
[CUSTOMER][NEUTRAL] 983.
[AGENT][NEUTRAL] No. Mm mm. The group number is 8874.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] 874 and the group is Abbeville General Hospital?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, let me double check.
[CUSTOMER][NEUTRAL] That's the name?
[AGENT][NEUTRAL] Let me pull that information.
[CUSTOMER][NEUTRAL] Please, maybe that's what's making me right there off.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, the group number is 8874. The group name is Abbeville General Hospital. Yes. Mhm. Avi.
[CUSTOMER][POSITIVE] Correct, correct. OK, thank you so much that's what I needed baby thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. You have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK baby bye bye.
[AGENT][NEUTRAL] Bye bye.