AccountId: 011433970860
ContactId: ff820bab-d402-4567-9d82-c4932de60396
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215380 ms
Total Talk Time (AGENT): 58287 ms
Total Talk Time (CUSTOMER): 113415 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ff820bab-d402-4567-9d82-c4932de60396_20250624T15:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I'm calling on behalf of the provider's office to check up on dental claim status. How are you doing today?
[AGENT][NEUTRAL] I'm fine, and I can verify claim status for you. And your name is again?
[CUSTOMER][NEUTRAL] My name is [PII], and if you could repeat your name, please?
[AGENT][NEUTRAL] [PII] last initial [PII] And [PII], what is that policy number, please?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yes, the policy number I have is 02033644.
[CUSTOMER][NEUTRAL] Actually
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] um the one.
[CUSTOMER][NEUTRAL] Uh yes. The callback number would be [PII], direct line.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][POSITIVE] Let's go
[CUSTOMER][NEUTRAL] I have a [PII], [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have the date of service [PII]. The bill charge was $1,494.
[CUSTOMER][NEUTRAL] And uh I have a specific question on this claim. I can see here $500 was paid on this claim. If you could verify this, please.
[AGENT][NEUTRAL] Give me one moment while I pull up this information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the name of the provider's office?
[CUSTOMER][NEUTRAL] I have a provider of his name as Portland Modern Dentistry.
[AGENT][NEUTRAL] it
[CUSTOMER][NEUTRAL] Uh, for this one we have sent a connected claim on [PII] on.
[AGENT][NEUTRAL] Do you happen to have the claim number?
[CUSTOMER][NEUTRAL] Uh yes, I have the claim number as 3599936.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, for 70 to 10 to 70.
[AGENT][NEUTRAL] OK, yes, I showed 500 was paid on the claim.
[CUSTOMER][NEUTRAL] 70%
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Perfect. I just wanted to know was this provider or was this claim process is out of network or in network?
[AGENT][NEUTRAL] We don't have a network, the policy paid according to the policy, um, according to the policy.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, is it like that the UCR usual customary and reasonable expenses?
[AGENT][NEUTRAL] Paid by UCR.
[CUSTOMER][POSITIVE] OK. Uh, perfect. Uh, thank you so much. Um, yes, may I have the claim number, OK?
[AGENT][NEUTRAL] 359.
[CUSTOMER][NEUTRAL] 09
[AGENT][NEUTRAL] 9936, that's the one you gave me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Uh, that's the claim number, right?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh yeah. I was asking for the reference number.
[AGENT][NEUTRAL] Uh, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect. Uh, thank you so much, OK, for helping. Have a great day. Stay safe.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.