AccountId: 011433970860
ContactId: 53e3a1c5-2a40-49f0-bd67-47c768be6e4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 731469 ms
Total Talk Time (AGENT): 131529 ms
Total Talk Time (CUSTOMER): 63739 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/53e3a1c5-2a40-49f0-bd67-47c768be6e4d_20250501T13:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to get the status of the dental claim, please.
[AGENT][NEUTRAL] Uh sure, I can assist you with claims and may I have your name?
[CUSTOMER][NEUTRAL] [PII] with Rodeo Dental.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] And I have 956-779.
[CUSTOMER][NEUTRAL] On the claim, um, but I couldn't find it on the automated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK, no problem. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, so. Alright. And um what's the date of service and the amount of the claim?
[CUSTOMER][NEGATIVE] I have [PII] for $354. It did go back, uh, [PII] for a reprocessing, reissue of a check that not been cleared.
[CUSTOMER][NEUTRAL] So I was calling to get status on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got you. All right. So let's see.
[AGENT][NEUTRAL] Yeah, I think it's gonna be this one. Let me pull the CRP. One moment.
[AGENT][NEUTRAL] I'm waiting on the system. OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um, now, this is the old one. I'm not sure. OK. Let me go ahead and check with that examiner and see what happened and because I do see here the request and I see the original one, but let me see if I can find that new one. OK, one moment. I'm sorry. You're welcome. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Mhm. Thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Ms. [PII]. I don't wanna keep you holding and I'm trying to research and see what happened to this. Um, is it OK if uh, if either I call you back or the representative that, um, did the request first gives you a call back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I'm working with her to see if what happened to that request, OK? So, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] to call back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and no extension?
[CUSTOMER][NEGATIVE] No extension.
[AGENT][POSITIVE] OK, so I'll get, I either me, myself, or um the uh examiner will give you a call back, OK? And I'm sorry for that.
[CUSTOMER][NEUTRAL] OK, can I get a
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. Do you need the spelling of my name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK and uh can I get a claim number and that'll be it.
[AGENT][NEUTRAL] Um, I have the old claim number.
[AGENT][NEUTRAL] Um, let me go ahead and pull that one again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the old one, the claim number was 354,440.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Yeah, it's 44, so I'm sorry. You're welcome.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.