AccountId: 011433970860
ContactId: 0f2dae0b-ac6a-49fb-bfac-b352b376f114
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286980 ms
Total Talk Time (AGENT): 60449 ms
Total Talk Time (CUSTOMER): 101988 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/0f2dae0b-ac6a-49fb-bfac-b352b376f114_20250414T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling from Northside Family Dentistry to check the status of a dental claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] I have 01863352.
[AGENT][NEUTRAL] OK, patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] I have two. The first one is for uh [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] The amount is 169.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like that's not a covered service.
[CUSTOMER][NEUTRAL] OK, um, did, uh, the Naya go out, go out, uh, to us?
[AGENT][NEUTRAL] Yes, it did. It looks like we sent that on [PII].
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Liar.
[CUSTOMER][NEUTRAL] It out
[CUSTOMER][NEUTRAL] [PII] and what address did it go to?
[AGENT][NEUTRAL] Um, that was too.
[AGENT][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It's slow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like that went to, let's see.
[AGENT][POSITIVE] Oh my goodness gracious, it's so slow. Let's see.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that's where it should happen, OK.
[CUSTOMER][NEUTRAL] Went out on [PII] because she hadn't posted yet. Um, is there any way you can fax us a copy of that denial?
[AGENT][NEUTRAL] Sure. What's your fax number?
[CUSTOMER][NEUTRAL] [PII] and you can put attention [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, I'll get that faxed over, uh, after we get off the call, it just takes a few minutes.
[CUSTOMER][NEUTRAL] OK, and what's your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Do you have a reference number for the call?
[AGENT][NEUTRAL] Uh, it's just my name, [PII], first initial to last name, [PII], and today's date. And did you have another date of service for her or that was it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see, do I have a number for her?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Well, the other one is for [PII], uh, have it been processed yet?
[AGENT][NEUTRAL] Uh, it looks like we just got that on file and that's in processing.
[CUSTOMER][POSITIVE] OK, still in processing. OK, alright, thank you so very much.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.