AccountId: 011433970860
ContactId: 1403df0b-6067-4f99-9be5-34c36de6b119
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264049 ms
Total Talk Time (AGENT): 128961 ms
Total Talk Time (CUSTOMER): 110135 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/1403df0b-6067-4f99-9be5-34c36de6b119_20250403T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Dr. [PII]'s office in [PII]. Hey, I'm just following up to see if you guys ever received the requested information that you needed for a dental claim.
[AGENT][NEUTRAL] OK, um, I can help you with your claim, Miss [PII]. May I get your callback number just in case the call gets dropped?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah, [PII] and it would be option one for dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, patient is going to be [PII]. Uh, policy is 02448868, and date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Thank you, it looks like you were waiting for benefit information from the patient.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. It's trying to pull it up for me now.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Yeah, my computer is decided to act squarely. I'm sorry. I'm gonna need to get.
[CUSTOMER][NEUTRAL] Oh no, it's OK. Mine has been doing it all day and my phone's like I will try to call out and I'll like get her these weird noises like what the heck is going on?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Like robot noises.
[CUSTOMER][NEUTRAL] Yes, kind of creepy I'm like.
[AGENT][NEUTRAL] Are you, are you in the.
[AGENT][NEUTRAL] Mhm. Yes. Are you in the path of the storms and all the high winds and stuff that are going on?
[CUSTOMER][NEUTRAL] We are, we're right, we, we, well, we're in [PII], but yeah, we've been in the middle of it. Yeah, I, we're in [PII] and we got hit by tornadoes yesterday morning, so.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Bless your heart. Yeah, we're in [PII] or I'm in [PII], so I totally get it and mine has been doing the same thing. It's like Transformers on the phone.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yeah, and like right now it's like I can hear you, but sometimes it's almost not quite every other word, but it's your it's in and out so it's just like just kind of picking up on bits and pieces.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] And I apologize for that, but.
[CUSTOMER][POSITIVE] No, totally right, not your fault.
[AGENT][NEUTRAL] Just know if it does that, I will come back.
[CUSTOMER][NEUTRAL] OK, right.
[AGENT][NEUTRAL] It's crazy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright so we got I've got it pulled up let me um look and see if he has any claims he does um.
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] Yes, I'm looking at that one.
[AGENT][NEUTRAL] Uh, still waiting for eligibility from benefits and a card. Let me look and when.
[CUSTOMER][NEUTRAL] What does that mean for benefits in a card?
[AGENT][NEUTRAL] Yeah, so is on this one it looks like well his policy is still active so it looks like they're still waiting on those.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Did you hear any of that?
[CUSTOMER][NEUTRAL] Are you there? Yep, I can hear you now.
[AGENT][NEUTRAL] OK, so we're still waiting for benefits on a card to give us eligibility for that week. Once we get the eligibility, the claim will process automatically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I guess I don't know what benefits in a card is. Is it something I need to call or does the patient have to call?
[AGENT][NEUTRAL] No, no, that's um through their employer and we've already sent out the documentation to be able to do that so we're just waiting for a response.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome I will get a hold of mom and see if they can't give him a nudge then.
[AGENT][POSITIVE] OK. All right. Well, thank you so much.
[CUSTOMER][POSITIVE] All right, thank you so much for checking.
[AGENT][POSITIVE] You're you're very welcome. My name is [PII].
[CUSTOMER][NEUTRAL] And and can I get your name? I'm sorry.
[CUSTOMER][POSITIVE] Thank you very much Ms. [PII]. Have a good day and you guys stay safe.
[AGENT][POSITIVE] Thank you, Ms. [PII]. I appreciate it. You, you have a good day too, and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All right, you're welcome bye bye.
[AGENT][NEUTRAL] Bye-bye.