AccountId: 011433970860
ContactId: 17a3d919-2a33-4d96-9977-da4c9ea0de89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119139 ms
Total Talk Time (AGENT): 46709 ms
Total Talk Time (CUSTOMER): 38063 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/17a3d919-2a33-4d96-9977-da4c9ea0de89_20250423T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a dental office.
[CUSTOMER][NEUTRAL] And I'm trying to find out a status on a claim.
[AGENT][NEUTRAL] OK, yeah, I can check on the client for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, 02596062.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] and [PII] is [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Alright, so we have not yet received any claims uh for this number.
[CUSTOMER][NEUTRAL] OK, can you give me your payer ID?
[AGENT][NEUTRAL] Of course, um, I've also got a fax number and a mailing address. Our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then what is the fax number?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, all right, I appreciate your help.
[AGENT][NEUTRAL] Sure, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.