AccountId: 011433970860
ContactId: 2cdc5b64-b439-407f-8832-d99cfe37f96d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216220 ms
Total Talk Time (AGENT): 96361 ms
Total Talk Time (CUSTOMER): 39340 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/2cdc5b64-b439-407f-8832-d99cfe37f96d_20250425T14:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling in regards to an outstanding claim I have.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 02478114.
[AGENT][POSITIVE] All right perfect thank you so much let me pull this up here.
[AGENT][NEUTRAL] And then [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and then data service?
[CUSTOMER][NEUTRAL] It's for data service [PII].
[AGENT][POSITIVE] OK, and build them out.
[CUSTOMER][NEUTRAL] It is $315.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one moment, let me take a look here.
[AGENT][NEUTRAL] Alright, thank you so much for your patience on that [PII]. So we did receive a claim that looks like for the state of service, uh, there was a benefit payment sent in the amount of $212. Looks like the claim.
[AGENT][NEUTRAL] It was received on [PII].
[AGENT][NEUTRAL] And then processed and paid on [PII].
[CUSTOMER][NEUTRAL] OK, um, do you know if that check's cleared yet or not?
[AGENT][POSITIVE] I'm happy to check. Let me see here. I can also give you the check number if you need that.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Check number is gonna be 202.
[AGENT][NEUTRAL] 632 9.
[AGENT][NEUTRAL] It is showing cashed. Just to confirm it was sent to Ace Dental of Temple at [PII].
[CUSTOMER][NEUTRAL] OK, uh, can I get the claim number?
[AGENT][NEUTRAL] Absolutely, 356-065-5.
[CUSTOMER][NEUTRAL] Alright, and is there a reference number for our call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII], and then today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you so much for your help I really appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.