AccountId: 011433970860
ContactId: 1d0155f1-b872-4535-99c3-4a2787834995
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170419 ms
Total Talk Time (AGENT): 78294 ms
Total Talk Time (CUSTOMER): 46559 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/1d0155f1-b872-4535-99c3-4a2787834995_20250610T20:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APO. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good afternoon. My name is [PII], and I'm calling for some help with a claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And Ms. [PII], what is the policy number, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 02585605
[AGENT][NEUTRAL] Thank you, ma'am. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and this is for dental?
[CUSTOMER][NEUTRAL] Dental, yes.
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] It's from [PII] for $914.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It was for a periodontal scaling.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Mint dentistry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, says the policy requires a waiting period of 12 months for major services has not been met.
[AGENT][NEUTRAL] Uh, the patient's policy effective date is [PII]. So for major services, there is a twelve-month waiting period, so you wouldn't be eligible until [PII].
[CUSTOMER][NEUTRAL] OK, can you send me that EOB?
[AGENT][NEUTRAL] Sure. Uh, let's see, what is your fax number?
[CUSTOMER][NEUTRAL] It's actually the same as my callback number. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will send this off to you in a few moments. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's all I had. I appreciate your help. um, before you go, can I just have a reference number?
[AGENT][POSITIVE] Oh you're welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, if you like, you can use my name at today's date.
[AGENT][NEGATIVE] I'm sorry, I mean coughing your ear.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] OK, uh thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.