AccountId: 011433970860
ContactId: 34f6b5af-1f87-4cc8-a1ca-3bafd503f423
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278209 ms
Total Talk Time (AGENT): 82709 ms
Total Talk Time (CUSTOMER): 84178 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/34f6b5af-1f87-4cc8-a1ca-3bafd503f423_20250605T18:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I'm calling in regards to claims.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02623646
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah [PII] [PII].
[AGENT][NEUTRAL] And this is for dental?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what was that data service and amount of the charge?
[CUSTOMER][NEUTRAL] Um, so it'll be two claims. So the first one would be, um, 5 1525 and the amount of 180, and the second one would be same data service and the amount of 345.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Uh, the only one I show we received was the one for 180 and looks like that claim is pending eligibility information from benefits in the card. Uh, once that's been received, then the claim would be released.
[CUSTOMER][NEUTRAL] Oh, what are y'all paying for? I'm sorry.
[AGENT][NEUTRAL] We're waiting for eligibility information for this patient. Uh, once it's been received, then the claim will be released.
[CUSTOMER][NEUTRAL] OK, and you didn't receive one for the 3:45?
[AGENT][NEUTRAL] Uh, correct. I don't show that it's been received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I do have sibling, um.
[CUSTOMER][NEUTRAL] Yeah, I do have a sibling. Um, her name is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date or were the dates or what is date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Um, it's 2 both data service 5 [PII], uh, 1 is for 180 and the other one is for 345.
[AGENT][NEUTRAL] Uh, let's see one moment.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] call [PII] right now.
[AGENT][NEUTRAL] Uh, see, it looks like both claims, uh, still waiting for eligibility information.
[CUSTOMER][NEUTRAL] OK, and you did receive both um both claims on, um, for this patient?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, it's just for getting me left, um, you have not.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] For getting back you did receive both.
[AGENT][NEUTRAL] Oh, that that child thing.
[CUSTOMER][MIXED] Forgeti [PII] you did receive both um yummy legs, you did not correct.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, sounds good. May I have your name and the reference number for this call?
[AGENT][NEUTRAL] Uh, my name is [PII] last initial [PII], and as far as reference numbers, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. So but thank you so much for your time. You have a good day.
[AGENT][POSITIVE] Oh you too and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye.