AccountId: 011433970860
ContactId: 0f8a943b-9427-4151-bbc8-e6240abc2318
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250130 ms
Total Talk Time (AGENT): 82899 ms
Total Talk Time (CUSTOMER): 67079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/0f8a943b-9427-4151-bbc8-e6240abc2318_20250219T16:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. They're speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to get a copy of an EOB on a dental procedure for my patient.
[AGENT][NEUTRAL] OK. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, you want all the zeros in front of it? There are 60s.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] You can cut out the zeros and give me the rest of the numbers.
[CUSTOMER][NEUTRAL] 603-786.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, let's see, patient's name is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do. I have [PII].
[AGENT][NEUTRAL] OK, and do you happen to have the claim number, date of service and amount of the charge?
[CUSTOMER][NEUTRAL] I have a date of service 11-1220 24.
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, hold on, let me add it.
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] $2,183.
[AGENT][NEUTRAL] OK. Was this for, looks like.
[AGENT][NEUTRAL] Fillings, denture, and, um, OK.
[CUSTOMER][NEUTRAL] Uh, partials.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] A partial and a denture, yes, yes.
[AGENT][NEUTRAL] 3531. And you're calling from?
[CUSTOMER][NEUTRAL] Doctor [PII]'s office.
[AGENT][NEUTRAL] OK, and you're needing that EOB?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to find out what the copay patient line says.
[AGENT][NEUTRAL] OK, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me half a moment, I make sure I can pull it up.
[AGENT][POSITIVE] Yes, my computer will work with me this morning.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] All right. I'm sorry, my computer was just thinking if it wanted to work today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 443684846. OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right. I have faxed this over to you, so hopefully you should receive it in a few moments.
[CUSTOMER][POSITIVE] Oh great thank you so much.
[AGENT][NEUTRAL] You are welcome. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, not at the moment.
[AGENT][POSITIVE] OK, uh thank you for calling the APL. Have a great day.
[CUSTOMER][POSITIVE] Alright thank you OK bye.
[AGENT][NEUTRAL] Bye.