AccountId: 011433970860
ContactId: 4de12d64-a648-421e-8c82-6a2af267eae3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191660 ms
Total Talk Time (AGENT): 67841 ms
Total Talk Time (CUSTOMER): 71574 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4de12d64-a648-421e-8c82-6a2af267eae3_20250603T15:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm with Pocahontas Dental, and I'm calling in regards to a claim we submitted, uh, for patient [PII].
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, policy number.
[CUSTOMER][NEUTRAL] Is 111-816-9.
[AGENT][POSITIVE] OK thank you give me one moment.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yes, [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] [PII] OK and thank you. What was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, [PII] and the amount of the charge was 378.
[AGENT][NEUTRAL] [PII]. OK, one moment.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] I don't, oh, I'm looking at her husband's I'm sorry, give me one moment.
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't show that claim has been received. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Yeah, let me see here.
[CUSTOMER][NEUTRAL] She.
[CUSTOMER][POSITIVE] I it's OK too.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, that could be the reason. Uh, that mailing address is no longer active as of [PII], but I can give you a fax number and or payer ID.
[CUSTOMER][NEUTRAL] OK, I'll take your fax number. Can I fax it then?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and what's your fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] for now.
[CUSTOMER][NEUTRAL] OK, so that is, that's not a very, that's not an address then, huh?
[AGENT][NEUTRAL] Uh, no, our mailing address has changed. I can give you the correct mailing address when you're ready as well.
[CUSTOMER][NEUTRAL] I'm just gonna fax it, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much. I will send that right off do I attention claims or anything with that?
[AGENT][NEUTRAL] Uh, yes, ma'am, just attention claims department.
[CUSTOMER][POSITIVE] OK, thank you so much. I will do that.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL have a great day.
[CUSTOMER][POSITIVE] You you too as well bye bye.
[AGENT][NEUTRAL] Bye.