AccountId: 011433970860
ContactId: 0e7100af-1485-4884-9cca-0da63cdd4356
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185179 ms
Total Talk Time (AGENT): 34584 ms
Total Talk Time (CUSTOMER): 68327 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/0e7100af-1485-4884-9cca-0da63cdd4356_20250207T19:25_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I I'm calling from a dental office. Um, I have a claim that's been outstanding on a patient. Could you help me with that?
[AGENT][POSITIVE] I'd be happy to assist with the claim today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] You bet [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, I have it as 00599645.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is gonna be [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] And what is the data service for the claim?
[CUSTOMER][NEUTRAL] It is 12-19 2024. Those total charges are $1,314.
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, so I'm showing a payment was made on [PII] in the amount of $357.
[CUSTOMER][NEUTRAL] To was it to the provider or was it to the patient?
[AGENT][NEUTRAL] To the provider TYP Check DDS.
[CUSTOMER][NEUTRAL] OK, yeah, could you send me a copy of that EOB? I don't know if we just didn't get it posted or what do you, can I get a copy of that EOB?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] What is? Oh yeah.
[CUSTOMER][NEGATIVE] Have to buy different kinds though.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][POSITIVE] Alright, you should receive that fax within the next 10 minutes. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Perfect, no, that is all I need for today. Thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][NEUTRAL] Mhm bye bye.