AccountId: 011433970860
ContactId: f5defadc-492b-4363-9265-c6d347e933a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132440 ms
Total Talk Time (AGENT): 55050 ms
Total Talk Time (CUSTOMER): 57278 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/f5defadc-492b-4363-9265-c6d347e933a7_20250218T22:28_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Aber Dental. I'm looking for a claim status for a patient's claim, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help with the claim status and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, direct phone number is [PII].
[CUSTOMER][NEUTRAL] And then, uh, policy is 1121254.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] 8 excuse me [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] Um, oh, let me grab it back here.
[CUSTOMER][NEUTRAL] 177 is the total.
[AGENT][NEUTRAL] Alright, so I'm actually showing that there's no claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] Hm, OK, um, let me double check here, make sure we've got and obviously the ID number came through OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, can I fax it to you guys?
[AGENT][NEUTRAL] Sure, um, I have the fax number. I can give you our payer ID and the mailing address if you need it, whichever you prefer.
[CUSTOMER][NEUTRAL] Um, I've got the payer ID. I'll take the fax number if I could please.
[AGENT][NEUTRAL] OK, so it's 877-365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 942-3 and do you guys have a preference? Is it easier if I fax it or if I send it electronically? Is there, uh, you know, it'll get worked faster one way versus another?
[AGENT][NEUTRAL] Oh no, um, there's no preference other than whichever you choose.
[CUSTOMER][POSITIVE] OK perfect I'll get this back over to you then thank you so much for checking.
[AGENT][POSITIVE] You're very welcome, sir. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that should be it have a great day.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.