AccountId: 011433970860
ContactId: 170bd776-24e8-479f-b5b2-bb7b7a5f886e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186990 ms
Total Talk Time (AGENT): 76043 ms
Total Talk Time (CUSTOMER): 88929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/170bd776-24e8-479f-b5b2-bb7b7a5f886e_20250522T14:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from a dental office, [PII], and I'm calling to check the status of a claim on a patient.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02296314.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Awesome thank you and what was the data service and amount of the charge?
[CUSTOMER][NEUTRAL] Um, the date of service was [PII] for $120.
[AGENT][NEUTRAL] [PII] of this year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was the total charge amount? I'm sorry, Ms. [PII].
[CUSTOMER][NEUTRAL] Oh, that's OK, $120.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, I don't show we received that claim. Can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Um, yes, let me pull that up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is American Public Life Insurance Company is the name. The address we have is [PII].
[AGENT][NEUTRAL] Uh, that is correct. Um, if you like, I can give you our fax number.
[CUSTOMER][NEUTRAL] Do you take electronic claims?
[AGENT][NEUTRAL] Oh, we can. Yes, ma'am. I'll give you that payer ID.
[CUSTOMER][NEUTRAL] OK, I can do
[CUSTOMER][NEUTRAL] OK, I wanna make sure I have it right. What is your payer ID?
[AGENT][NEUTRAL] Uh yes, ma'am. It's 60 Lord, I, it just went out of my brain. Give me a second. I'm sorry.
[CUSTOMER][NEUTRAL] I get that that happens to me all the time.
[AGENT][NEUTRAL] And I was like it was just there was.
[CUSTOMER][NEUTRAL] It's like just within my reach, but I can't quite remember it.
[AGENT][NEUTRAL] Exactly. Uh 60801.
[CUSTOMER][NEUTRAL] 60801. The problem is is instead of just rattling it off you thought about it that's what I always say if I don't think about it I'm good.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But yeah, I can fax this yeah I can fax the claim over. Do I put it to your attention or just dental claims or?
[AGENT][NEUTRAL] Uh, just claims department.
[CUSTOMER][NEUTRAL] Claims department what's the fax number?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] OK I'll get that sent over.
[AGENT][POSITIVE] Awesome. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a good day you too bye bye.
[AGENT][NEUTRAL] Mm