AccountId: 011433970860
ContactId: 3dbf15f5-1708-4ec4-b1ea-12afb9ad6ee7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329510 ms
Total Talk Time (AGENT): 102382 ms
Total Talk Time (CUSTOMER): 104527 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3dbf15f5-1708-4ec4-b1ea-12afb9ad6ee7_20250602T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling you from Bro's office to check the claim status. How are you doing today?
[AGENT][POSITIVE] I'm doing good, [PII], and I can help you with the claim status, sir. Can I please get your callback number? You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then what is the name of the patient and their date of birth and policy number?
[CUSTOMER][NEUTRAL] Policy number is 02564654. Name is [PII] and the birthday is [PII].
[AGENT][NEUTRAL] OK, let me pull up Miss [PII] real quick.
[AGENT][NEUTRAL] And then may I please have the data service and the charge amount?
[CUSTOMER][NEUTRAL] Date of service is [PII] for $540 claim.
[AGENT][NEUTRAL] OK, and what is the name of the facility?
[CUSTOMER][NEUTRAL] Total health dental care.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold [PII] while I look up this claim for us and I'll be right back sir.
[CUSTOMER][POSITIVE] OK. OK. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh no, it's gonna be [PII]
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you [PII] for holding for me. So I do have the claim, uh, the claim number is 3604134.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the claim.
[AGENT][NEUTRAL] Is in a pended status we're waiting for eligibility for the member for the data service. Once we receive the eligibility from benefits in a card, we will repro the claim process the claim automatically for you.
[CUSTOMER][NEUTRAL] OK, when you receive this claim?
[AGENT][NEUTRAL] OK, let me check for you.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] We received the claim, sir, on.
[AGENT][NEUTRAL] [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] OK. And it was pending due to eligibility report from the employer, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And once we receive that, we'll reprocess it for you automatically.
[CUSTOMER][NEUTRAL] Eligibility
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it was pending due to
[CUSTOMER][NEUTRAL] It was spending required.
[CUSTOMER][NEUTRAL] Eligibility report from the employer.
[AGENT][NEUTRAL] Right, for that date of service.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] The employer.
[CUSTOMER][NEUTRAL] Update the
[CUSTOMER][NEUTRAL] Eligibility report.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Claim will preprocess automatically. OK. Uh, just make a note for it. So, the claim was processed on [PII] and uh it was pending due to required eligibility report from the employer. And as you said, if the employer update the eligibility report, the claim will automatically be processed.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, sir. You're right.
[CUSTOMER][NEUTRAL] OK. And your name is?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And uh I'm ready for the reference number for this call.
[AGENT][NEUTRAL] Yes, sir. You can use my name and today's date.
[CUSTOMER][POSITIVE] All right, ma'am, and that's, that's all information I need. Thank you so much for your help. Have a lovely day, OK? Take care.
[AGENT][POSITIVE] You too [PII] you take care also thanks for calling APL sir bye bye.
[CUSTOMER][NEUTRAL] Like