AccountId: 011433970860
ContactId: 15351f31-27f2-4c88-9ed4-ff0ed040dc60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221529 ms
Total Talk Time (AGENT): 95175 ms
Total Talk Time (CUSTOMER): 74287 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/15351f31-27f2-4c88-9ed4-ff0ed040dc60_20250213T19:48_UTC.wav
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[CUSTOMER][POSITIVE] I love your toy.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the office of Doctor [PII]. I'm calling to check on a claim, please.
[AGENT][POSITIVE] OK, sure. I can assist you with claims Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 11 you you want the 1178717.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And Miss [PII], uh, this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, what is the date of service and the amount of the claims?
[CUSTOMER][NEUTRAL] Uh [PII] 326.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and how much was it again?
[CUSTOMER][NEUTRAL] $326.
[AGENT][NEUTRAL] 326. OK, thank you. I'm sorry, I didn't get the 3. I only got the 26. OK, let's see. This is fine, thank you. All right, let me see if I can find this claim for you.
[CUSTOMER][POSITIVE] Oh, you're pro I'm sorry.
[CUSTOMER][NEUTRAL] I had to mail it because y'all are the secondary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ok let me check one more time.
[AGENT][NEUTRAL] I don't see a claim for [PII]. Where was it sent to?
[CUSTOMER][NEUTRAL] Um, let's see what I have here.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], but um.
[AGENT][NEUTRAL] That, that is, uh, you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, that is the correct address.
[CUSTOMER][NEUTRAL] Um, but the zip code should be [PII].
[AGENT][NEUTRAL] Yes, mhm, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm, OK, I will reprint.
[CUSTOMER][NEUTRAL] And submit it again to you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, thank you there wouldn't be availability of a fax, would they? I just have to mail it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, you can fax it. I can give you the fax number. The fax number? Yes. Yes, the fax number is [PII]. Let me repeat it again. That's [PII].
[CUSTOMER][POSITIVE] OK, sure, that would be helpful.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][POSITIVE] Oh perfect I will send that fax over thank you so very much.
[AGENT][POSITIVE] And you're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] You as well take care bye bye.
[AGENT][POSITIVE] Thank you. You as well. Bye-bye.