AccountId: 011433970860
ContactId: 27f2a193-c98a-4bfb-ae94-bf6b4a3f02e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474380 ms
Total Talk Time (AGENT): 134372 ms
Total Talk Time (CUSTOMER): 131124 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/27f2a193-c98a-4bfb-ae94-bf6b4a3f02e2_20250327T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is uh [PII] calling from provider office. I want to know the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the patient's first name is [PII]. Last name is [PII], and date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 0248015.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, you said 0248015?
[CUSTOMER][NEUTRAL] No, 02486015.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try that one.
[AGENT][POSITIVE] OK, thank you so much. And then what is the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] And the charge amount, please?
[CUSTOMER][NEUTRAL] Charge amount is $569 even.
[AGENT][NEUTRAL] OK, and what is the name of the facility?
[CUSTOMER][NEUTRAL] Uh, Pacific Technology Laboratory.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna put you on a brief hold while I look up this claim and I will be right back, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you, [PII] for holding for me. So looking on data service of [PII], there's no claim on file. The policy is no longer active. It lapsed and terminated on [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] [PII], ma'am?
[AGENT][NEUTRAL] Yes, it was effective from [PII] and terminated on [PII], and this is a dental policy.
[CUSTOMER][NEUTRAL] OK. Can you have uh uh uh current policy, uh, current mailing address? We, we have to submit this claim on which?
[AGENT][NEUTRAL] There
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] There's no active policies with us at this time?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can give you the mailing address.
[CUSTOMER][NEGATIVE] This time no active.
[AGENT][NEUTRAL] Yes, no active policies.
[CUSTOMER][NEUTRAL] Yeah, the same, uh, yes, yes, got it, ma'am uh can you please give me any mailing address for the submission of this claim?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, it's [PII] and that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, just to confirm, the [PII], right, ma'am?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, yeah, uh, do you have any, uh, uh, pay ID?
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][NEUTRAL] It's 60801, right, ma'am?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And uh what's the caller reference number, ma'am?
[AGENT][NEUTRAL] You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, OK, [PII], thank you so much, ma'am, uh, for your, ma'am.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] OK, well you're very welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh there is a
[CUSTOMER][NEUTRAL] One more name, can you please check? OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] Uh, please wait a moment, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Please wait, ma'am. I will provide you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Well you
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh yes, ma'am. Uh, there is no more claim. Thank you so much for your kind assistance, ma'am. Have a nice day.
[AGENT][POSITIVE] You have a great day too, [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Have a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye.