AccountId: 011433970860
ContactId: 21876a13-df9e-4888-a98b-be0b09867b1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161139 ms
Total Talk Time (AGENT): 38818 ms
Total Talk Time (CUSTOMER): 75542 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/21876a13-df9e-4888-a98b-be0b09867b1a_20250606T20:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Hi, my name is [PII] and I'm a provider calling on this old data service.
[AGENT][NEUTRAL] OK, I can help you with claim status, and I'm sorry, I missed your name. What was that?
[CUSTOMER][NEUTRAL] Um, coin, it's [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, and you're welcome. It is a direct line at [PII].
[AGENT][NEUTRAL] OK, thank you. And what is that policy number?
[CUSTOMER][NEUTRAL] I have it's 241-329-3.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] What was that date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, [PII], the total charge is $2,378.72.
[AGENT][NEUTRAL] Um, it looks like we received it on [PII], processed [PII]. Um, this is a dental policy, so there's no medical services.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Yes, we never did receive the ELB uh.
[CUSTOMER][NEUTRAL] So yeah, so this is only for dental, not medical. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is there any way you can fax in that copy of ELB stating that, or?
[AGENT][NEUTRAL] Yes, what's your fax number?
[CUSTOMER][NEUTRAL] It's the same as that direct line the [PII].
[CUSTOMER][NEUTRAL] And if you could put that to attention [PII].
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. And is there anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Uh, yeah, it's just a call reference if you, if there is one.
[AGENT][NEUTRAL] Uh just my name and today's date.
[CUSTOMER][POSITIVE] OK, perfect. OK. Thank you. You have a good rest of your day.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.