AccountId: 011433970860
ContactId: 034d5a18-d3e1-4a47-a47e-bea3113f7c89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173149 ms
Total Talk Time (AGENT): 61732 ms
Total Talk Time (CUSTOMER): 50531 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/034d5a18-d3e1-4a47-a47e-bea3113f7c89_20250605T19:19_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] Yes, my name is [PII]. I'm calling from Doctor [PII], the sales office. I'm looking for a claim for a patient.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the claim. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 602-974
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills?
[CUSTOMER][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] $98.05.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and it was $98 and what was the cents?
[CUSTOMER][NEUTRAL] $598.05.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] And this is for her dental policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just want to make sure because I'm not showing any any claims on file for data service [PII].
[CUSTOMER][NEUTRAL] Oh, they got her husband, but he didn't get her.
[CUSTOMER][NEUTRAL] His her husband's name is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me look on his hold on one moment.
[CUSTOMER][NEUTRAL] They paid his but not hers.
[CUSTOMER][NEUTRAL] They both went out at the same time.
[AGENT][NEUTRAL] Yeah, I'm not sure why that is just his information. I, we haven't received hers.
[CUSTOMER][NEUTRAL] Well, OK, I'll try to resubmit it let me.
[CUSTOMER][NEUTRAL] Push the button again, OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.