AccountId: 011433970860
ContactId: 51bd994c-16cf-49b6-a86b-4ca72e38cb0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193750 ms
Total Talk Time (AGENT): 65233 ms
Total Talk Time (CUSTOMER): 43616 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/51bd994c-16cf-49b6-a86b-4ca72e38cb0f_20250109T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a dental provider's office to check the status of a claim for a patient.
[AGENT][NEUTRAL] OK, happy to check on claim status for you. What is the patient policy number?
[CUSTOMER][NEUTRAL] 1,777,790
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][POSITIVE] Thank you so much [PII] and then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you so much. What's the date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] 24 and the build out.
[CUSTOMER][NEUTRAL] $249.
[AGENT][NEUTRAL] All right, just one moment. Let me take a look here.
[AGENT][NEUTRAL] 240.
[CUSTOMER][NEUTRAL] So every time you come in you have to.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you said the bill amount was for 249 correct?
[CUSTOMER][NEUTRAL] Yep, it was for exam cleaning and X-rays.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] So it looks like we did receive the claim. Um, it looks like a benefit payment was sent in the amount of $191.20. It was a single check.
[CUSTOMER][NEUTRAL] And when was that mailed?
[AGENT][NEUTRAL] Um, let me check the process date on this one moment.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Alright and you said it was a check, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, and do you have a check number?
[AGENT][NEUTRAL] Yes, I do. That would be 202-1199.
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII] or no [PII]?
[AGENT][NEUTRAL] Yes with an [PII] at the end.
[CUSTOMER][POSITIVE] Alright, alright then that is all I needed.
[AGENT][POSITIVE] Alright, thanks for calling APL Tam have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.