AccountId: 011433970860
ContactId: f8ce518c-8658-4965-927d-706d4759ea58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262369 ms
Total Talk Time (AGENT): 120766 ms
Total Talk Time (CUSTOMER): 64294 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/f8ce518c-8658-4965-927d-706d4759ea58_20250225T19:33_UTC.wav
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[AGENT][POSITIVE] Good morning 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 with the provider's office, and I'm calling in regards to the status of a dental claim for a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with claim status this afternoon. I'm sorry I said good morning. I'm glad it's still not morning.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And [PII], what is that callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 2049629
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright thank you and it would be my pleasure to assist you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] It is for [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the dental provider name?
[CUSTOMER][NEUTRAL] It is for us [PII].
[AGENT][NEUTRAL] And what group is what's the office name?
[CUSTOMER][NEUTRAL] Uh, this is, uh, it's a dental care.
[AGENT][NEUTRAL] Is that the same as Northeast Houston smiles?
[CUSTOMER][POSITIVE] Oh, yes. Correct.
[AGENT][NEUTRAL] OK. All right, thank you. OK, so we did receive that claim.
[AGENT][NEUTRAL] It was received on [PII] and processed on [PII]. Now the claim was denied because the services were rendered after the policy termed.
[AGENT][NEUTRAL] His pulse
[CUSTOMER][NEUTRAL] OK, and when did that occur?
[AGENT][NEUTRAL] Sure, the policy termed on [PII].
[CUSTOMER][NEUTRAL] OK. Uh, can I please get a copy of that EOB?
[CUSTOMER][NEUTRAL] Stating that it was terminated if I can get it faxed to.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, if you'll bear with me just one moment, let me get that prepared and then I'll get that fax number and get it right over to you.
[AGENT][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can I put it to your attention?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you mind spelling your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Give me just one second. Let me give you that claim number while I'm getting this prepared that way you'll have that as well.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] My claim number is 350.
[AGENT][NEUTRAL] 1629.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In one quick second.
[CUSTOMER][NEUTRAL] I'm going to go
[CUSTOMER][NEUTRAL] You know with the last.
[CUSTOMER][NEUTRAL] OK hold on.
[AGENT][NEUTRAL] All right, [PII], I'm ready for that fax number whenever you are.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this to [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, just the call reference number please.
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help I appreciate it.
[AGENT][POSITIVE] And it was my pleasure to help you with that claim status, [PII]. Thank you for calling APL. Hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you, you too. Bye.
[AGENT][POSITIVE] Thank you bye bye.