AccountId: 011433970860
ContactId: 536730f5-00ec-4b87-826e-ccc6ee6078fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184320 ms
Total Talk Time (AGENT): 62896 ms
Total Talk Time (CUSTOMER): 47972 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/536730f5-00ec-4b87-826e-ccc6ee6078fb_20250331T14:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] at Family Dental Care. I am calling to check on an overdue claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with the claim. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And you have the patient policy number?
[CUSTOMER][NEUTRAL] Yes, 613-8500.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] 270.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Uh, looks like we made a payment of 128.
[AGENT][NEUTRAL] That was
[AGENT][NEUTRAL] Let me see what date that was.
[AGENT][NEUTRAL] No it's on [PII].
[CUSTOMER][NEUTRAL] OK, um, that's the day that was it paid by uh check to the provider?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it was.
[CUSTOMER][NEUTRAL] OK, can you see if that's still outstanding or not?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let me look.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, looks like it is.
[AGENT][POSITIVE] Still outstanding, um.
[CUSTOMER][NEUTRAL] OK, could it get we we issue that check because we've not received it.
[AGENT][NEUTRAL] OK, can you verify what address it should be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's what we have to. OK, I'm gonna put in a request for this too. They'll they'll check to see if it's cleared. It, it hasn't at this point, so, um, and then we'll get that reissued typically takes about 7 to 10 working days.
[CUSTOMER][POSITIVE] OK, great, that's what I need to know thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.