AccountId: 011433970860
ContactId: 47986ec1-f2db-43d1-8ea8-6d1ea95e510c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89680 ms
Total Talk Time (AGENT): 43826 ms
Total Talk Time (CUSTOMER): 41720 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/47986ec1-f2db-43d1-8ea8-6d1ea95e510c_20250107T15:05_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from a dental office, and I received an EOB, um, and then the note on there said that you're waiting to verify eligibility from benefits and a card, and I just spoke with them and they confirmed eligibility. Would you mind checking the status of the claim for this number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah I can I can look at that and see if we have an updated status. Ms. [PII], do you mind if I get a really quick call back number from you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. And what is the policy number for your patient?
[CUSTOMER][NEUTRAL] The policy number is 02349214.
[AGENT][POSITIVE] Wonderful. And would you mind um giving me that patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Wonderful, thank you so much and let me take a look into that for you.
[AGENT][NEUTRAL] All right. I still show that we are pending, um, so it looks like we have not received any communication yet for benefits and a card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so we'll allow more time correct?
[AGENT][NEUTRAL] Yes, um, once they send us that information we'll be able to update and reprocess the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds great. Thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling us here at APL. I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.