AccountId: 011433970860
ContactId: 284d5959-1783-4d8e-8ec0-d7dc667882b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243699 ms
Total Talk Time (AGENT): 69764 ms
Total Talk Time (CUSTOMER): 74330 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/284d5959-1783-4d8e-8ec0-d7dc667882b7_20250529T19:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL.
[CUSTOMER][POSITIVE] Hi, good afternoon.
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Hi, I'm calling to check status on a dental claim to see if it was received.
[AGENT][NEUTRAL] OK, I can verify claim status for you. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, just need typing it's real quick note. I apologize.
[CUSTOMER][POSITIVE] Mhm. No worries.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh awesome OK and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02571747
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] That sounds like a huge dog.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] It's [PII] and I have 1666.
[AGENT][NEUTRAL] And this is for dental correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I do not sure we received the claim. Uh, can you verify the address it was submitted to or the payer ID?
[CUSTOMER][NEUTRAL] Um, the payer ID I have is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the address I have.
[CUSTOMER][NEUTRAL] I um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is correct, yes ma'am. Uh, if you like I can give you a fax number if you like to fax the claim to our office.
[CUSTOMER][POSITIVE] Yes, please. That would be great.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. All right. So I'll get that faxed over. OK, so that'll be all. Can I get a reference number, please, for the phone call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK. Can I get your name again, please?
[AGENT][NEUTRAL] Uh, it's [PII] last initial [PII]
[CUSTOMER][POSITIVE] Perfect. OK. Thank you very much for your help.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL Ms. [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.