AccountId: 011433970860
ContactId: 0a73e89f-6438-4e83-82d7-376cb5afd953
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325660 ms
Total Talk Time (AGENT): 125581 ms
Total Talk Time (CUSTOMER): 66596 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/0a73e89f-6438-4e83-82d7-376cb5afd953_20250124T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling about a claim, please.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the claim. Can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mint dentistry.
[AGENT][NEUTRAL] OK and then what is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number please?
[CUSTOMER][NEUTRAL] 02538511
[AGENT][NEUTRAL] OK, let me look her policy up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] I do see that [PII] does have an active policy. Her effective date is [PII], and if you give me your fax number, I can send you a fax back with her complete benefit breakdown for you.
[AGENT][NEUTRAL] Are
[CUSTOMER][NEUTRAL] That's OK. um, just calling about a claim.
[AGENT][NEUTRAL] Yes ma'am, that's correct. You did tell me that beginning. Oh I'm sorry. OK, what is the data service of the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] [PII] for $781.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was [PII] for $1181. Is that correct?
[CUSTOMER][NEUTRAL] No, sorry, 781.
[AGENT][NEUTRAL] $781. OK.
[CUSTOMER][NEUTRAL] Yeah, I think the phone's breaking up. I'm sorry.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, there's a little spottiness in it. I can tell it's gonna be a brief hold while I put you on hold and look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII], what is the uh doctor's name, the dentist's name that did the procedures for her?
[CUSTOMER][NEUTRAL] That was [PII].
[AGENT][NEUTRAL] OK, I do show that the claim was paid $559.40. The check number is 2019683. Let me check to see if that's cleared and what date it was it went out.
[CUSTOMER][NEUTRAL] What was that amount one more time?
[AGENT][NEUTRAL] $559.40.
[CUSTOMER][NEUTRAL] 5940 OK.
[AGENT][POSITIVE] And still outstanding, it just went out on [PII].
[CUSTOMER][NEUTRAL] OK, we probably haven't even, well.
[CUSTOMER][POSITIVE] We'll give it some more time.
[CUSTOMER][NEUTRAL] Can I have the claim number as well please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. It's 354-437-2.
[CUSTOMER][NEUTRAL] 354-432
[AGENT][NEUTRAL] 372.
[CUSTOMER][POSITIVE] 12 got it thank you [PII]. I appreciate your help. Can I also have a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] All right, I hope you have a great weekend.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a good one and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You, you're welcome bye bye.