AccountId: 011433970860
ContactId: 54c9ab9f-5bba-4947-be9c-b866ac9c5bfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227779 ms
Total Talk Time (AGENT): 70138 ms
Total Talk Time (CUSTOMER): 93386 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/54c9ab9f-5bba-4947-be9c-b866ac9c5bfe_20250109T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I think uh.
[CUSTOMER][NEUTRAL] Um, yes, [PII], um, my name is [PII] and I was calling from Savannah Quarters Dental and um I was calling about status of the claim for one of your members.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] So what options
[CUSTOMER][NEUTRAL] OK, um, callback number is area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 7005 0 no I'm sorry, policy number is 025.
[CUSTOMER][NEUTRAL] 70028.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name and date of birth is [PII].
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. One moment, please. OK, thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Data services [PII].
[CUSTOMER][NEUTRAL] The amount is for, hold on.
[CUSTOMER][NEUTRAL] The amounts were 149.
[AGENT][NEUTRAL] OK, you said the date of service was [PII]?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm sorry, no, [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK. Yes, sir. We did receive the claim, but I'm showing that it's still pending. We're waiting to hear from the employer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh here from the employee is it on any information needed on our part or?
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] It's pending premium, yeah.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK, got you, and um do you have the date when it was received?
[AGENT][NEUTRAL] Um, yes, sir. I'm showing that the claim was received on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] It was received on [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm. And do you need the claim number?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] The claim number is 3549415.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it says still pending you're waiting on response from employer.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, hold on, um, I'm just making a note.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a restaurant for the call by chance?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] I'm, I need help with that, um, with that patient. Thanks so much, [PII]. You've been so helpful.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] actually.
[CUSTOMER][NEUTRAL] You do the same ma'am.
[AGENT][POSITIVE] Mm thank you.