AccountId: 011433970860
ContactId: 49dab19c-3e19-4c91-90a5-a2c785b91a15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204440 ms
Total Talk Time (AGENT): 59338 ms
Total Talk Time (CUSTOMER): 112954 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/49dab19c-3e19-4c91-90a5-a2c785b91a15_20250106T14:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII] how may I assist you?
[CUSTOMER][NEUTRAL] Hello? I, I couldn't understand you. Are you there?
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK, um, I have a claim going on here and my dentist just called me and said that y'all needed information about my employer, and I've been self-employed for 60 years, so I don't know why every time we have a claim, I have to do this call in and say I am self-employed, so I don't know, do you want my policy number? Would that help you?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's 00614821.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I can't understand you. What?
[AGENT][NEUTRAL] Could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] OK, it's my date of birth is [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] Thank you and what is the email address that we may have on well we don't have one. Could you verify the callback number just in case the call is disconnected, [PII]?
[CUSTOMER][NEUTRAL] Verify what now?
[AGENT][NEUTRAL] Your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Oh, OK, it.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have that date of service that you're inquiring your claim status for?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm looking on here. I can't remember, oh,
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] There was, there was a payment of $70.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Well, it doesn't show it on this. I just got the other day. I have um
[CUSTOMER][NEUTRAL] Patient responsibility of $169.
[AGENT][NEUTRAL] Well, we paid $70 on it.
[CUSTOMER][NEUTRAL] And I guess
[CUSTOMER][NEUTRAL] Huh, well, the dentist hadn't got it yet.
[CUSTOMER][NEUTRAL] Because it said that y'all said they needed more information from me and that.
[AGENT][NEUTRAL] Probably because the claim, the claim was pending, but the claim has been paid since [PII].
[CUSTOMER][NEUTRAL] OK, since [PII] OK, so maybe they just haven't got it yet.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so [PII] she paid $70.
[AGENT][NEUTRAL] $70 yes.
[CUSTOMER][NEUTRAL] OK, alrighty, well, let's hope that'll clear things up, so I'll call them back and tell them it's on the way if they haven't got it yet, so.
[AGENT][NEUTRAL] Would you like the check number?
[CUSTOMER][POSITIVE] Uh, yes, that might help.
[AGENT][NEUTRAL] The check number is.
[AGENT][NEUTRAL] 2020965. It's 2202965.
[CUSTOMER][NEUTRAL] 965 OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] What'd you say?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, huh, that, that's all. If that's taken care of, that'll be fine. Thank you very much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII]. [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.