AccountId: 011433970860
ContactId: 353353eb-edad-4b7a-a915-e28b0bd1af38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313450 ms
Total Talk Time (AGENT): 75813 ms
Total Talk Time (CUSTOMER): 67706 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/353353eb-edad-4b7a-a915-e28b0bd1af38_20250220T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from office to check our plans.
[CUSTOMER][NEUTRAL] How you doing today?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm doing good [PII] how are you doing today?
[CUSTOMER][POSITIVE] Yeah, I'm doing good as well.
[AGENT][POSITIVE] Awesome. I
[CUSTOMER][NEUTRAL] Uh, could you please spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] I'm sorry, your voice is breaking. Could you please confirm?
[AGENT][NEUTRAL] OK, and I
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] [PII] Thank you, sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're welcome, [PII]. Can I get your your callback number, sir, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] And grab my extension.
[AGENT][POSITIVE] Thank you sir and I can help you with claim status. Can you please give me the pa.
[AGENT][NEUTRAL] name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The patient's policy number is 02550028.
[CUSTOMER][NEUTRAL] And the name is
[CUSTOMER][NEUTRAL] Just because.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, and then.
[AGENT][NEUTRAL] Um, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, and what is the data service for [PII]?
[CUSTOMER][NEUTRAL] The data service is
[CUSTOMER][NEUTRAL] 1234 2024.
[AGENT][NEUTRAL] 12
[AGENT][NEUTRAL] One of 2024.
[CUSTOMER][NEUTRAL] No, it's 12:34 of 24.
[AGENT][NEUTRAL] Oh, [PII] of [PII]. 0, that's a lot of 24s. OK. All right, and what is the charge amount?
[CUSTOMER][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The charge amount is $1,137 even.
[AGENT][NEUTRAL] OK, and what is the provider's name?
[CUSTOMER][NEUTRAL] You remember [PII].
[CUSTOMER][NEUTRAL] The brother's name is [PII].
[CUSTOMER][NEUTRAL] No, so,
[CUSTOMER][NEGATIVE] It's just no.
[AGENT][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you sir. I'm going to put on a brief hold [PII], while I look this claim up for you and I'll be right back.
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[AGENT][POSITIVE] Thank you sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking on this, can you please give me the name of the dental office?
[CUSTOMER][NEUTRAL] It's as data.
[AGENT][NEUTRAL] OK, I'm finding a claim for that date of service but it's not for the provider that you've given me.
[CUSTOMER][NEUTRAL] Yeah, sure. OK.