AccountId: 011433970860
ContactId: 1f7a760a-d8fb-4686-bdd1-4d78d76d1c91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213100 ms
Total Talk Time (AGENT): 103054 ms
Total Talk Time (CUSTOMER): 40709 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/1f7a760a-d8fb-4686-bdd1-4d78d76d1c91_20250306T15:38_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII] I was just um following up on a claim today.
[AGENT][NEUTRAL] OK, you're needing to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you. In [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] 02595096
[AGENT][NEUTRAL] Thank you. One moment while I get the information uh pulled up for this number, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is on dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now since any information that is provided would be a verification of benefits and not a guarantee of payment, what is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and [PII].
[AGENT][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] [PII] and $528 even.
[AGENT][NEUTRAL] I'm sorry, what was the total bill amount again? 128?
[CUSTOMER][NEUTRAL] Uh 5:20.
[AGENT][NEUTRAL] 0, 5:28. I'm so sorry. OK, I just misheard you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so I can see that this claim.
[AGENT][NEUTRAL] Once received on 35.
[AGENT][NEUTRAL] And it is still being completed in the review process. It will we go through our nightly processing tonight and the claim number is going to be 356-6810.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it is scheduled for a $92 benefit to be paid.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, awesome I appreciate all that information, [PII] that's all I called about.
[AGENT][NEUTRAL] Well, OK, well, and then I don't know if you are familiar with it Essence, but we also have a portal that you should be able to check claim status once the claim is fully processed, and the portal website is secured. [PII].
[CUSTOMER][POSITIVE] Secure. [PII]. OK, awesome thank you so much.
[AGENT][POSITIVE] Secure. A public. You're very welcome. So can I help you with anything else this morning?
[CUSTOMER][POSITIVE] That's it you have a good one.
[AGENT][POSITIVE] OK. Well, thank you very much. I hope you have a, for calling APL and I hope you have a wonderful day also.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] All right, that's it. Bye bye.