AccountId: 011433970860
ContactId: 19324ba2-8d12-446a-a8c5-d4a4fe8c9da8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250229 ms
Total Talk Time (AGENT): 80898 ms
Total Talk Time (CUSTOMER): 60664 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/19324ba2-8d12-446a-a8c5-d4a4fe8c9da8_20250528T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Advanced Smile Care. I'm calling regarding a patient's dental claim.
[AGENT][NEUTRAL] OK, I can help you with um dental claim, Ms. [PII]. May I please get your callback number, ma'am, just in case the call is dropped.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, so name is [PII].
[CUSTOMER][NEUTRAL] Yo, um date of birth is [PII].
[CUSTOMER][NEUTRAL] And the ID number I have is 025.
[CUSTOMER][NEUTRAL] 63335
[AGENT][NEUTRAL] OK, let me look up that policy real quick for her.
[AGENT][NEUTRAL] And then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Um, it's for [PII] total charged amount was 406.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look at this claim for you, Miss [PII], and I'll be right back with you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 360335.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Ms. [PII], can you please give me the dentist's name?
[CUSTOMER][NEUTRAL] Um, let me see who she saw this time around.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, it is gonna be [PII].
[AGENT][POSITIVE] OK, thank you very much. I do see that the claim did come through.
[AGENT][NEUTRAL] And there is a remark on this claim that we're waiting for eligibility from benefits in a card, their employer. Once we receive the eligibility for this uh data service, we will reprocess the claim automatically.
[CUSTOMER][NEUTRAL] OK, yeah, because I called that number on the on the EOB we received, and he's like, no, I have to transfer you. I'm like, OK, that's fine. OK, so it's y'all are waiting for an employer update.
[AGENT][NEUTRAL] Oh no. Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and then once that's received, we will automatically reprocess the claim for you.
[CUSTOMER][NEGATIVE] needs to update.
[CUSTOMER][POSITIVE] OK perfect and I'm sorry your name again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][POSITIVE] Perfect, is there a reference number to the call?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much Miss [PII].
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a blessed rest of your week and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.