AccountId: 011433970860
ContactId: 2da00c71-935f-42c3-a135-36b98c7930dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164029 ms
Total Talk Time (AGENT): 59489 ms
Total Talk Time (CUSTOMER): 68564 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/2da00c71-935f-42c3-a135-36b98c7930dd_20250422T21:10_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I'm checking the status of a dental claim, please.
[AGENT][NEUTRAL] OK, sure, yes, I can assist you with claims. And may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII] and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh huh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh huh, um, I think it's 615-751.
[AGENT][POSITIVE] Yeah, thank you. Let me pull that information.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what's the date of service and the amount of the claim is wrong?
[CUSTOMER][NEUTRAL] The date of service is for.
[CUSTOMER][NEUTRAL] Um, I think, let me get back over here again.
[CUSTOMER][NEUTRAL] The date of service is for actually January of this year, [PII].
[AGENT][NEUTRAL] All right, let's see what we have.
[AGENT][NEUTRAL] I got.
[AGENT][NEUTRAL] We have not received the claim, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, does it have to be faxed still?
[AGENT][NEUTRAL] You, you can either fax it, you can mail it, or you can send it electronically.
[CUSTOMER][NEUTRAL] OK, because we always have sent it electronically um.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] With the
[CUSTOMER][NEUTRAL] Uh, payer ID is 06126.
[AGENT][NEUTRAL] Uh, no, the payer ID is 60801.
[CUSTOMER][NEUTRAL] OK hold on let me see.
[CUSTOMER][NEUTRAL] Why that got changed.
[CUSTOMER][NEUTRAL] OK, I'm sorry, what is it again?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me try it that way. I think that's I think that's what the problem probably was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right well thank you for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. You have a good afternoon. Thank you for calling APL Mr. [PII]. Mhm. Go ahead. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.