AccountId: 011433970860
ContactId: 0795aa86-0a10-43e3-9a11-bcedbd71ba52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129830 ms
Total Talk Time (AGENT): 48862 ms
Total Talk Time (CUSTOMER): 40847 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/0795aa86-0a10-43e3-9a11-bcedbd71ba52_20250313T20:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling with Aris Family Dental. I just need to check on a claim, please.
[AGENT][NEUTRAL] I'm sure. And could I please get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and the numbers [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02450858
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] This [PII] for $704.
[AGENT][NEUTRAL] I'm not showing that claim on file for [PII]. How was it submitted?
[CUSTOMER][NEUTRAL] Uh, it looks like it was mailed to [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's the correct address. Um, claims can be mailed in and we also have a pair ID.
[CUSTOMER][NEUTRAL] What is the payer ID please?
[AGENT][NEUTRAL] The payer ID is 60801.
[AGENT][NEUTRAL] And we have a fax number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What is the fax number, please?
[AGENT][NEUTRAL] The fax number is [PII] and please attention it to the claims department.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That was it. You have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thanks bye bye.