AccountId: 011433970860
ContactId: 5389ffc2-270d-471f-ac93-a724f6eb7021
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175759 ms
Total Talk Time (AGENT): 61487 ms
Total Talk Time (CUSTOMER): 44798 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/5389ffc2-270d-471f-ac93-a724f6eb7021_20250410T18:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, today, my name is [PII] calling from Newm Dentistry, and I'll just like to ask for an update regarding a patient's claim status.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02354913.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. What was the date of service for this client, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] 809
[AGENT][NEUTRAL] That was 809.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII], we were unable to pay a benefit as that is not a covered procedure under their policy.
[CUSTOMER][NEUTRAL] I'm sorry, I just wanna double check you received the claim, but
[AGENT][NEGATIVE] Yeah, yes, we did receive the claim. We were unable to pay a benefit as that was not a covered procedure under their policy.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Thank you. So just want to double check.
[CUSTOMER][NEUTRAL] You received the claim already but unable to pay the benefit because it does not take covered procedure under this policy, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Alright, thank you so much and may I have your reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] A R A. Last initial [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That will be all. Thank you so much. Have a great day.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL you too bye bye.