AccountId: 011433970860
ContactId: fbffa2b4-8126-4c5f-89ef-a0e34b7fbfe6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298690 ms
Total Talk Time (AGENT): 103369 ms
Total Talk Time (CUSTOMER): 99982 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/fbffa2b4-8126-4c5f-89ef-a0e34b7fbfe6_20250129T16:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from Pacific Dental Services, uh, to check, check on a claim she is waiting today, [PII].
[AGENT][POSITIVE] I'm great, thanks for asking. How are you?
[CUSTOMER][POSITIVE] I'm doing great, thanks for asking, [PII]. Uh, yeah, I'm looking for a claim to [PII], could you please help me back?
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you give me the, your name and a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, sure, that's [PII].
[AGENT][NEUTRAL] Could you spell your name cause I didn't understand you when you provided it to me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, that's uh [PII].
[AGENT][NEUTRAL] So you said [PII].
[CUSTOMER][NEUTRAL] No, it's [PII], the last three.
[AGENT][NEUTRAL] OK, so give it to me again because I'm not understanding you when you're saying it, unfortunately, and I apologize, but I just, I'm just not.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], can I have a callback number for you and that policy number, and I'll be able to assist you with the claim status.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 5 consecutive 02431390.
[AGENT][NEUTRAL] And what is this member's name and date of birth that you're inquiring claim status for today?
[CUSTOMER][NEUTRAL] Um, the name of the patient is [PII], whose date of birth is on [PII].
[AGENT][NEUTRAL] And you're calling to check the status of a claim for dental?
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] And what is the date of service and I'll be able to assist you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's on [PII] with the amount of uh $20012 and even.
[AGENT][NEUTRAL] [PII], the policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Has no claim on file for the date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, may I know the effective date of this policy?
[AGENT][NEUTRAL] Just give me one moment, [PII].
[AGENT][NEUTRAL] This policy became effective November.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The [PII] and it's currently active.
[CUSTOMER][NEUTRAL] No bro.
[AGENT][NEUTRAL] And you said your date of service was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] OK, can I have the payer ID to resubmit the claim?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801 and what's the mailing address?
[AGENT][NEUTRAL] The mailing address will be addressed to APL claims department.
[AGENT][NEUTRAL] [PII]. That's [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Uh, just give me a moment. [PII], [PII]. What's the zip code you said?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] And what's the number for the station?
[AGENT][NEUTRAL] What's the what, sir?
[CUSTOMER][NEUTRAL] The reference number for the call?
[AGENT][NEUTRAL] We don't provide reference numbers. You can use my name and today's date is a reference [PII]. It's S [PII], and today's date is a reference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK [PII], thank you so much for your wonderful assistance and hope you'll have a great day, [PII], and take care.
[AGENT][POSITIVE] Thanks for calling APO you have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.