AccountId: 011433970860
ContactId: 0549d241-5f7a-43b6-99dd-f2c1e1b74cf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177089 ms
Total Talk Time (AGENT): 79400 ms
Total Talk Time (CUSTOMER): 56423 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/0549d241-5f7a-43b6-99dd-f2c1e1b74cf8_20250313T15:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I'm calling from Blue Wolf Dental.
[AGENT][POSITIVE] Hi, what can we help you with today?
[CUSTOMER][NEUTRAL] Yeah, so I just wanna get um the status of the claim that I'm that I see here.
[AGENT][POSITIVE] Sure, I could check on a claim for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and then can I get a call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, so the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, and then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, so it's the subscriber ID is 02595096.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] So the name is [PII], last name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that and then uh what was the date of service for this claim please?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the provider's name? I'm sorry.
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, I do believe I found this claim, so it looks like we paid a benefit of $92.
[AGENT][NEUTRAL] And I think the other.
[AGENT][NEUTRAL] Yeah, the only things we were unable to pay are um procedures that were not covered under this policy, so uh 0470 and 0180 are not covered under this policy. Well we did pay $92. 0 my goodness, I'm sorry, on 0210.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I've got that claim number and then that uh check number if you need that.
[CUSTOMER][NEUTRAL] Yes, please. I'll go with the check number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, check number is 2031239.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that check was issued [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with Excel?
[CUSTOMER][NEUTRAL] That is it. I just wanted to um update the the notes section of this, and that is all.
[AGENT][POSITIVE] Of course, absolutely.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too. Goodbye.
[AGENT][POSITIVE] Thank you. Bye-bye.