AccountId: 011433970860
ContactId: f045fea2-abef-4a62-80a5-f82ca5a5ed9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 962919 ms
Total Talk Time (AGENT): 85889 ms
Total Talk Time (CUSTOMER): 116131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f045fea2-abef-4a62-80a5-f82ca5a5ed9b_20250319T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Castlewood's Dental Clinic. I need to see if I can get some copies of some EOBs on a patient, please.
[AGENT][NEUTRAL] I'm sure. First, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the first policy number.
[CUSTOMER][NEUTRAL] And they're all the same person, um, let me get over here to it OK.
[CUSTOMER][NEUTRAL] Policy number is 006-07899.
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I think that's how you say it and [PII] is his date of birth.
[AGENT][NEUTRAL] OK, I found them in the system. And what's the first date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, first day of service is 7.
[CUSTOMER][NEUTRAL] 3024.
[CUSTOMER][NEUTRAL] It shows it's a duplicate but I don't show where.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Post it as a for a payment.
[CUSTOMER][NEUTRAL] And then I have some on his wife too. I didn't realize I had some on her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, I'm still waiting on my system.
[CUSTOMER][NEUTRAL] That's fine, take your time.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] That's what it
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, ma'am. Thanks for your patience. Um, I found that claim for 730-2024. The EOB was your fax number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's attention, Nikki [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I just sent that one. And what's the next one?
[CUSTOMER][NEUTRAL] Um, the next one is for these may not have been long enough yet, but I'll check them while I got you. One is for 2425 and one is for 21225.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not showing those claims on file. I'm actually not showing any claims on file for 2025.
[CUSTOMER][NEGATIVE] Nothing for 2025.
[CUSTOMER][NEUTRAL] We'll just payer ID, make sure that hasn't changed.
[AGENT][NEUTRAL] Um, it's 6
[AGENT][NEUTRAL] 60801.
[AGENT][NEUTRAL] And I'm sorry. Actually, there is one. There's one for 24. OK, I found them. I found both of them actually. Sorry.
[CUSTOMER][NEUTRAL] 60801
[CUSTOMER][POSITIVE] OK good thank you that's OK.
[AGENT][NEUTRAL] Mhm. No problem. Let me get those facts.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Ma'am, I hope you got your own business.
[AGENT][NEUTRAL] OK, I just sent those too.
[AGENT][NEUTRAL] 24 and 212.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then this is same policy just for his wife [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her birthday is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I got her pulled up. What's the date of service?
[CUSTOMER][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] I know one is [PII].
[CUSTOMER][NEUTRAL] Let me, my computer's moving slow. Hold on, uh, [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And then I have one for [PII] of [PII].
[CUSTOMER][NEUTRAL] And 221 or 24.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you for helping me.
[AGENT][POSITIVE] Mm, no problem.
[AGENT][NEUTRAL] OK. I just faxed all three of the wife's claim. Um, do you have any more for her?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, thanks for your help have a great day.
[AGENT][POSITIVE] OK. I thank you, [PII] for calling ATL. You have a great rest of your day as well. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.