AccountId: 011433970860
ContactId: 1c5956e9-1f2e-4b1d-8695-91ef24fc585f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143520 ms
Total Talk Time (AGENT): 63740 ms
Total Talk Time (CUSTOMER): 47293 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/2025/04/28/1c5956e9-1f2e-4b1d-8695-91ef24fc585f_20250428T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm just calling to see if a claim has made it on file and if not I just wanna make sure I have all the correct information.
[AGENT][NEUTRAL] Sure, yeah, I can check on my claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02494936.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] I'm sorry you did say that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, so and this was for dental, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just wanted to make sure all right so no we have not received any claims for that date of service, uh, so I can give you our mailing address fax number and we've got a payer ID as well.
[CUSTOMER][NEUTRAL] Um, I can fax a claim over if that's possible.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I will take that.
[AGENT][NEUTRAL] OK, so our fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and then I have, I'll, I have the claims address as [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, I'll fax it.
[AGENT][POSITIVE] OK, sounds good. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, a call reference number?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. So my name is spelled [PII]
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Of course thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.