AccountId: 011433970860
ContactId: f5748113-4d6b-47ff-a58f-ddfa0d26520e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362440 ms
Total Talk Time (AGENT): 147844 ms
Total Talk Time (CUSTOMER): 75082 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/f5748113-4d6b-47ff-a58f-ddfa0d26520e_20250618T12:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] at Doctor [PII]'s office. I'm checking on the status of a dental claim.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, [PII], you're needing to check uh status you said on a dental claim for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 1075266
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], any information that I do provide today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] Um, [PII], 128.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said it's [PII], is that correct for 128?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, we do not have a claim on file for her for that data service.
[CUSTOMER][NEUTRAL] OK, and you will still receive electronically correct?
[AGENT][NEUTRAL] Yes, ma'am. The payer ID is 60801.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you also send me a fax of her benefits so I can update?
[AGENT][POSITIVE] Uh, yes, ma'am. Give me a couple of moments to get that pulled up, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I do have a fax number. Can I fax the claim over?
[AGENT][POSITIVE] Yes ma'am you can uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good fax number for you please, [PII] that I can send this to?
[AGENT][NEUTRAL] Uh, once, uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and then did you say [PII]?
[CUSTOMER][NEUTRAL] No [PII].
[AGENT][NEUTRAL] [PII]. OK. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I'm gonna repeat it. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I have just sent that to you. [PII] said that you should be receiving that very soon and then [PII], I don't know if anyone has ever given you our website for our portal, but once we've processed a claim here at APL, you should be able to check claim status in our portal and you would register it by going to [PII].
[CUSTOMER][POSITIVE] Great, OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, you said your fax number. I'm sorry, I backed out of my, on my note when I was, I got a new keyboard, [PII], and the whole feel of this keyboard is completely different. So I'm trying to get a, yeah, and, and I'm trying to get adjusted to it the way it sounds every day, but it's good. But did you say the last four are 6168?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Thank you. OK, well, is there anything else that I could help you with this morning, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you for your help. I appreciate it.
[AGENT][NEUTRAL] OK, well then,
[AGENT][POSITIVE] Oh well, you're very welcome. It was my pleasure and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too take care.
[AGENT][POSITIVE] Yes ma'am, thank you. You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.