AccountId: 011433970860
ContactId: 0d60300c-820d-41a4-9519-fa138531f29e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157119 ms
Total Talk Time (AGENT): 57911 ms
Total Talk Time (CUSTOMER): 48884 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/0d60300c-820d-41a4-9519-fa138531f29e_20250505T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Forward Dental West Dallas. I was just calling to follow up on a claim status.
[AGENT][NEUTRAL] OK. Happy to check on a claim, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02097908.
[AGENT][POSITIVE] All right, thank you so much. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much and then what's the date of service we're looking for?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In the building out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 277.
[AGENT][NEUTRAL] All right, thank you. Let me take a look here, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, Friday.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, so I appreciate your patience on that, [PII]. It looks like we did receive a claim for that date of service. Claim was received on [PII]. It was denied the same date. It looks like we're awaiting eligibility information from the employer. They're um getting this through like a some staff agency, so at this point it's been denied until we receive that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, then I'll inform I'll inform the patient.
[AGENT][NEUTRAL] OK, was there anything else?
[CUSTOMER][POSITIVE] Um, no, that was it, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] OK