AccountId: 011433970860
ContactId: 062f9e2a-da3b-4c9d-bec3-a421bf0002fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219619 ms
Total Talk Time (AGENT): 54429 ms
Total Talk Time (CUSTOMER): 48078 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/062f9e2a-da3b-4c9d-bec3-a421bf0002fd_20250130T15:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I need to, um, check the status of a dental claim.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please?
[CUSTOMER][NEUTRAL] 02455688.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] $1325338.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] So I actually received the EOB for this.
[CUSTOMER][NEUTRAL] Data service saying it's a duplicate.
[CUSTOMER][NEUTRAL] Um, the submitted claim is a duplicate of a previous submitted claim stating you guys made made a payment. We haven't received the payment for this claim.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh yes, ma'am. I'm showing that we um initially received this claim on [PII] and it processed and paid out on [PII]. That's when it was mailed out.
[AGENT][NEUTRAL] And it was mailed to the address on the claim.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Does it show it cleared?
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] We probably just haven't received it yet.
[AGENT][POSITIVE] Um, no, it's showing that it's still outstanding and it was mailed to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, that's the address we probably just haven't received it. I'll give it till Monday.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] Mhm. I thank you, [PII] for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you