AccountId: 011433970860
ContactId: eebd1e13-2142-4df8-a4c1-995ca6ea1b81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218789 ms
Total Talk Time (AGENT): 79644 ms
Total Talk Time (CUSTOMER): 53041 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/eebd1e13-2142-4df8-a4c1-995ca6ea1b81_20250103T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to follow up on a claim please. This is a dental office calling.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 433862-467.
[AGENT][NEUTRAL] Is that a policy number or social?
[CUSTOMER][NEUTRAL] That's a social, that's what I have.
[AGENT][NEUTRAL] OK, what's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'll give you the policy number. And what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 553 [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thanks for verifying that information, [PII]. The policy number is 603.
[AGENT][NEUTRAL] 549.
[AGENT][NEUTRAL] And you say that stated that you're checking a claim status?
[CUSTOMER][NEUTRAL] Yes, for date of er there's.
[AGENT][NEUTRAL] For what date
[AGENT][NEUTRAL] Of service.
[CUSTOMER][NEUTRAL] It's two claims on the same date [PII].
[AGENT][NEUTRAL] And the amount for each?
[CUSTOMER][NEUTRAL] 139 and 450.
[AGENT][NEUTRAL] OK and when were they submitted?
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so both claims were processed on [PII].
[AGENT][NEUTRAL] Um, I'm showing the.
[AGENT][NEUTRAL] Procedure code D02392.
[AGENT][NEUTRAL] There's two the same procedure code different um two numbers I'm imagining on this claim and I am showing tooth number 20 and 21.
[AGENT][NEUTRAL] A payment amount of $115.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Under claim number
[AGENT][NEUTRAL] 354 3188.
[AGENT][NEUTRAL] And the other claim, it looks like a payment of $55.
[AGENT][NEUTRAL] And the claim number is 354.
[AGENT][NEUTRAL] 3187.
[CUSTOMER][NEUTRAL] OK, so it was the check was probably it was did the check go out on [PII] because we have not received that or I know sometimes.
[AGENT][NEUTRAL] Yeah, it goes out on the next business day, so it would have gone out on the [PII].
[AGENT][NEUTRAL] So just I would just allow more time to receive those checks.
[CUSTOMER][POSITIVE] Yeah, yeah, especially with the holidays and all of that, so that's I surely appreciate your help and have a great day, good weekend.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, if no other questions, thanks for calling APL [PII] have a good day as well.
[CUSTOMER][NEUTRAL] You bet bye bye.