AccountId: 011433970860
ContactId: fbbfa00e-ee13-47e6-ba4c-c08c200838f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198550 ms
Total Talk Time (AGENT): 84761 ms
Total Talk Time (CUSTOMER): 100306 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/fbbfa00e-ee13-47e6-ba4c-c08c200838f2_20250203T20:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] A Dental. I'm just checking status on a claim.
[AGENT][POSITIVE] All right, well, I'll be more than happy to help you with the claim status. You're welcome, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you for that and the member's policy number?
[CUSTOMER][NEUTRAL] 256-755-6
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] You're welcome. And it's [PII] 1221 94.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you for verifying 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?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] Um, sorry, oh, hold on, let me get out of here.
[CUSTOMER][NEUTRAL] It looks like 366.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Oh, it's an A 19th A dental care. Oh, I'm sorry, this is Doctor [PII].
[AGENT][NEUTRAL] All right, so I'm showing that the claim was received.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 9510.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ends on January.
[AGENT][NEGATIVE] Hold on, it was received on the [PII]. This is flipped. It was received on the [PII]. It was processed on the [PII], but it's waiting on um eligibility from the employer.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she needs to call her employer or HR because you guys did pay on some.
[CUSTOMER][NEUTRAL] The exam already of November, so she needs to contact her.
[CUSTOMER][NEUTRAL] Insure employer or insurance? what does she need to do?
[AGENT][NEUTRAL] No, we, no, she needs to contact her um if she's going to contact someone, it would be her employer, right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] HR
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, because the benefit the
[CUSTOMER][NEUTRAL] So she has to call her, sorry, go ahead.
[AGENT][NEUTRAL] The elig
[AGENT][NEUTRAL] The eligibility comes from the employer.
[CUSTOMER][NEUTRAL] OK, so she needs to have her HR department contact you.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I'll let her know. OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] So much. OK, now can I just get a reference?
[AGENT][NEUTRAL] So there's no call reference number, that would be my name in today's date. So [PII], first initial to my last name, [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh thank you so much [PII] have a good one.
[AGENT][POSITIVE] You also and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm bye.