AccountId: 011433970860
ContactId: 367b1ebf-b26d-4249-bbe2-2f827244fed1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186729 ms
Total Talk Time (AGENT): 79750 ms
Total Talk Time (CUSTOMER): 55924 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/367b1ebf-b26d-4249-bbe2-2f827244fed1_20250107T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for dental claim status please from the provider's office.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you, [PII]. Uh, can I get a good call back number for me first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do. It is 018315007.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII] of last year.
[AGENT][NEUTRAL] OK, and the uh billed amount, please?
[CUSTOMER][NEUTRAL] Billed amount is 279.
[AGENT][NEUTRAL] OK thank you one moment. Oh.
[CUSTOMER][NEUTRAL] And I do see that 213 was paid if I'm not mistaken. I just wanna know if that check has been cleared.
[AGENT][NEUTRAL] Oh, OK, alright, no worries, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I did find this claim. Give me just a minute, I'll get that check information.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, this check was issued originally uh [PII] of last year and I am showing that it did clear on [PII].
[CUSTOMER][NEUTRAL] Uh, OK, uh, [PII], and was this a single or bulk check?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Single check of the stat 213.
[CUSTOMER][NEUTRAL] And what is the check number?
[AGENT][NEUTRAL] It is 200.
[AGENT][NEUTRAL] 9026.
[CUSTOMER][POSITIVE] Perfect, is there any way you can fax me this EOB?
[AGENT][NEUTRAL] Oh yeah of course what's that fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I would have just put this to your attention, [PII].
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, would you mind spelling your name for me?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, got it and then I'm gonna read the fax number back to you just to make sure I heard it correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, got it. I will get that sent to you. I should get it here in maybe 10-15 minutes depending on how busy your machine is. Uh, was there anything else I could help you with?
[CUSTOMER][POSITIVE] OK perfect no that'll be everything thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.