AccountId: 011433970860
ContactId: f8f30a8e-48d0-4b35-a7d9-0db30cf63e6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151889 ms
Total Talk Time (AGENT): 70759 ms
Total Talk Time (CUSTOMER): 57456 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/f8f30a8e-48d0-4b35-a7d9-0db30cf63e6b_20250107T17:19_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, my name is [PII]. I'm calling from a provider's office, a dental provider's office, and I just need to get a claim sent to you guys. Um, what is your claims address for dental?
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you mind, uh, what was your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], thank you. And a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is oops let me see here.
[CUSTOMER][POSITIVE] Oops, oh my gosh.
[CUSTOMER][NEUTRAL] OK, no that's fine, um, policy 02564724.
[AGENT][NEUTRAL] Name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh [PII], uh last name is [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. I'm sorry, and date of birth?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, birth date is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. That's a, that's the last name for sure.
[CUSTOMER][POSITIVE] It is interesting, yeah.
[AGENT][POSITIVE] Well it would be my pleasure to give you that address for claim submission.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] Now you can also fax that directly to our claims department if you would like.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our fax number is [PII].
[AGENT][NEUTRAL] [PII], and that comes straight to our claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, do you, um, do you guys accept electronic claims?
[AGENT][NEUTRAL] We do. Our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, and you're OK with um you accept attachments with those electronic claims as well?
[AGENT][NEUTRAL] We do, but it's not necessary. It doesn't require any X-rays or anything.
[CUSTOMER][POSITIVE] Oh sweet, that's good to know. OK, well awesome thank you so much for your help today.
[AGENT][POSITIVE] My pleasure to assist you today, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.