AccountId: 011433970860
ContactId: 122fdebe-0f3b-469e-afa2-58923c915c23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151210 ms
Total Talk Time (AGENT): 75886 ms
Total Talk Time (CUSTOMER): 77656 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/122fdebe-0f3b-469e-afa2-58923c915c23_20250121T21:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] All American.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a Comfort Dental Clinton. I'm just trying to check some status of some outstanding dental claims.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Can I get a callback number?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] So the 1st 1 02261126.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say you were calling uh on an out on outstanding claims. What is the date of service for this patient?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] So the first one was [PII]. There's 45 of them.
[AGENT][NEUTRAL] [PII]. I don't show any claims on file for that date.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK, what about the [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said [PII] what was the next one? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do not show a [PII] on file.
[CUSTOMER][NEUTRAL] OK, I wonder if you've got all of these if you've been on all of these. So tell me, I'm sending claims to [PII]. Is that where they need to go in [PII]?
[AGENT][NEUTRAL] No, no, let me give you the correct mailing address. Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK, [PII], OK, I've got that [PII]. OK.
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEGATIVE] So we're gonna resend all these. OK, well I will get these resent.
[AGENT][NEUTRAL] OK. Did you wanna check more for a different patient?
[CUSTOMER][NEUTRAL] Um, I'm wondering, well, yeah, let's see, so let me give you another ID.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] It's 02467586.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, and date of birth, I'm sorry, date of service you're checking for now.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I don't show her with any claims on file.
[CUSTOMER][POSITIVE] OK, that's fine. I'm gonna send everybody's all over again, so I will get those out. Thank you so much for your help.
[AGENT][POSITIVE] OK. You're welcome. You have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.