AccountId: 011433970860
ContactId: 1d191af0-b19f-4a89-bf0b-99d641ceb334
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190570 ms
Total Talk Time (AGENT): 74882 ms
Total Talk Time (CUSTOMER): 67070 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/1d191af0-b19f-4a89-bf0b-99d641ceb334_20250415T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] with Middletown Family Dentist, uh, dental, uh, I was calling to, um, check on the status of a dental client, please.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do it's 00.
[CUSTOMER][NEUTRAL] One minute 00, uh, how many 0s 123 000002498731.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, the number is [PII] and his date of service is [PII], I mean, date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and then uh what was the date of service please?
[CUSTOMER][NEUTRAL] Data service is 324-25, but this is for his wife, uh [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] The subscriber is [PII], but uh the patient was [PII].
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, and then her date of service was [PII]. Do you have that bill amount?
[CUSTOMER][NEUTRAL] $527.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] What's the provider is that um [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] OK, so we did receive this claim [PII], um, we are waiting, we reached out to, uh, I guess it would be [PII]'s employer uh to verify uh eligibility, and we're just waiting on their response back.
[AGENT][NEUTRAL] And that was just processed on um [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need that claim number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, that is 35.
[AGENT][NEUTRAL] 84
[AGENT][NEUTRAL] 324.
[CUSTOMER][NEUTRAL] And that's the claim number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, so we're waiting on them to.
[CUSTOMER][NEUTRAL] V5 coverage.
[AGENT][POSITIVE] Just get back with us, yeah.
[CUSTOMER][NEUTRAL] OK, alright, I'll reach out to him to see if I can get him to go ahead and ask HR to.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right, speed it along.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, was there anything else I could do to help [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you so much.
[AGENT][POSITIVE] Alright well thanks for giving us a call yeah have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Bye bye.