AccountId: 011433970860
ContactId: 28c6270c-7595-4042-98e9-eaec799f45f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156740 ms
Total Talk Time (AGENT): 53280 ms
Total Talk Time (CUSTOMER): 73828 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/28c6270c-7595-4042-98e9-eaec799f45f7_20250331T16:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Lake Charles Family Dental. Um, I have
[CUSTOMER][NEUTRAL] A question about a claim for one of my patients.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 01274644
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, and the date of service and bill charges on the plane?
[CUSTOMER][NEUTRAL] So the service is [PII]. The billing amount is $4,244 even.
[AGENT][NEUTRAL] OK. Yes, ma'am. And your question?
[CUSTOMER][NEUTRAL] Can I get um
[CUSTOMER][NEGATIVE] The claim status hasn't been processed, has it been accepted, uh, we had also sent a pre-treatment estimate back in January and that still has also not been received.
[AGENT][NEUTRAL] OK. Yeah. And this is for [PII]?
[CUSTOMER][NEUTRAL] So just checking to see how.
[CUSTOMER][NEUTRAL] Yes, that's the provider.
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] OK. Yes, ma'am. This claim has been processed. Um, the claim number is 3582253.
[AGENT][NEUTRAL] It paid out for $1,544.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it was processed and paid out on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so it should be in the mail or on its way or I've, it's probably possibly in my stack of.
[CUSTOMER][POSITIVE] Checks right here. I just haven't opened them yet perfect OK.
[CUSTOMER][POSITIVE] Alrighty, that's what I wanted to know. Thank you so much for your help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.