AccountId: 011433970860
ContactId: 167a0949-b588-4468-bf89-3995061c606e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174029 ms
Total Talk Time (AGENT): 32200 ms
Total Talk Time (CUSTOMER): 71272 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/167a0949-b588-4468-bf89-3995061c606e_20250506T14:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, definitely this is [PII] calling from North Side and Dentistry.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I was uh checking the status of the claim for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, uh, let's see, policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 01863352
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, date of service is [PII].
[CUSTOMER][NEUTRAL] And the uh bill charge 149.
[CUSTOMER][NEUTRAL] I mean 169 I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like that code is not covered under the policy.
[CUSTOMER][NEUTRAL] OK, is there any way you can fax me?
[CUSTOMER][NEGATIVE] A copy of that denial because we didn't receive one.
[AGENT][NEUTRAL] Yes, uh, sure. What's your fax number?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and if you can put attention [PII].
[AGENT][NEUTRAL] OK, [PII], I'll get that faxed over. Just give me about 2 minutes, OK?
[CUSTOMER][POSITIVE] Alright, thank you so very much and hold on one second let me.
[CUSTOMER][NEUTRAL] Let me talk it.
[CUSTOMER][NEUTRAL] OK. And what's your name?
[AGENT][NEUTRAL] Uh, my name is [PII], and then first initial to last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright, thank you so very much.
[AGENT][POSITIVE] OK, thank you for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.