AccountId: 011433970860
ContactId: 2d3b3cbf-da5f-46af-ab33-43d73e3b0e79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158919 ms
Total Talk Time (AGENT): 57319 ms
Total Talk Time (CUSTOMER): 71056 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/2d3b3cbf-da5f-46af-ab33-43d73e3b0e79_20250418T12:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I was calling to see if you had a claim on file for a patient dental.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 775405
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What were the last four digits?
[CUSTOMER][NEUTRAL] Everything
[CUSTOMER][NEUTRAL] Uh, uh, [PII]. I'm sorry.
[AGENT][NEUTRAL] So [PII] is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you say that you're checking claim status, could you provide the date of service and the total charge?
[CUSTOMER][NEUTRAL] [PII] billed amount is $192 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said this is for [PII]?
[CUSTOMER][NEUTRAL] It's for [PII] correct.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, I do not show data service [PII] on file for [PII].
[CUSTOMER][NEUTRAL] OK, um, and just let me confirm, uh, [PII] correct?
[AGENT][NEGATIVE] Uh, that's incorrect. Uh, the address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I was.
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] 731
[CUSTOMER][NEUTRAL] 8950 and is the payer ID 6080?
[AGENT][NEUTRAL] 6080.
[CUSTOMER][NEUTRAL] 86 I'm sorry.
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] Mhm. 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] OK, I will go ahead and, no, can I just have a reference number for us please?
[AGENT][NEUTRAL] My name in today's date, [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.