AccountId: 011433970860
ContactId: 4f5476ff-7199-4e53-83e0-e1a29b130d0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180630 ms
Total Talk Time (AGENT): 89022 ms
Total Talk Time (CUSTOMER): 66935 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/4f5476ff-7199-4e53-83e0-e1a29b130d0e_20250408T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was calling to check on the status of the dental claim please.
[AGENT][NEUTRAL] Sure, I can check for you. What was your name?
[CUSTOMER][NEUTRAL] [PII] with Middletown Family Dent dental.
[AGENT][NEUTRAL] OK, we
[AGENT][POSITIVE] Thank you can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] At what?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it is 00.
[CUSTOMER][NEUTRAL] 0002498731
[AGENT][NEUTRAL] And then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have that date of birth?
[CUSTOMER][NEUTRAL] Oh, his date of birth, uh, it is [PII].
[AGENT][POSITIVE] Thank you, and he is the
[CUSTOMER][NEUTRAL] But I'm calling up.
[AGENT][NEUTRAL] Sure, go ahead, yes, that's what I was gonna ask.
[CUSTOMER][NEUTRAL] Uh, for his, uh, wife, [PII], uh, her date of birth is [PII].
[AGENT][NEUTRAL] Got it, thank you. OK, and then what was the date of service for this client, please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and I'm sorry one more time what was the name of the provider?
[CUSTOMER][NEUTRAL] Milltown Family Dental. Um, it is, uh, Doctor [PII].
[AGENT][NEUTRAL] Got it. OK, yes, that's what we've got. So it does look like we've received this claim. Give me just a moment.
[AGENT][NEUTRAL] OK, so for this claim, uh, we did receive it. I do have a claim number if you'd like uh we have contacted their employer we're waiting on a verification from them and then we can continue processing this.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, so is, uh, you contacted their employer and waiting on.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right, and that was this was processed, um, [PII].
[AGENT][POSITIVE] So hopefully we should hear back from them soon.
[CUSTOMER][NEUTRAL] OK, is there anything that I can do to help it along?
[AGENT][NEUTRAL] Um, uh, you, they are more than welcome to reach out to their employer regarding this, um, to kind of hurry it along maybe outside of that there's nothing more that we can really do. We're just waiting to hear back from their employer.
[CUSTOMER][NEUTRAL] OK, and can you give me that claim number please?
[AGENT][NEUTRAL] Of course, it is 3584.
[AGENT][NEUTRAL] 324.
[CUSTOMER][NEUTRAL] OK, and your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, thank you so much uh huh.
[AGENT][NEUTRAL] Alright, of course. Was there anything else I could help you with, Le?
[CUSTOMER][NEUTRAL] Ma'am, that's all.
[AGENT][POSITIVE] Alright well thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.