AccountId: 011433970860
ContactId: 57751d8b-4755-4377-843d-5be0ffa96f6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122139 ms
Total Talk Time (AGENT): 46391 ms
Total Talk Time (CUSTOMER): 35593 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/57751d8b-4755-4377-843d-5be0ffa96f6a_20250514T15:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, I was calling to check and make sure y'all received the claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII] and my last initial is [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 608-572
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and you say you're calling for a claim to see if we received it, correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, what was the date of service and?
[CUSTOMER][NEUTRAL] From [PII].
[AGENT][NEUTRAL] OK. Amount of the charge?
[CUSTOMER][NEUTRAL] 25 2025.
[CUSTOMER][NEUTRAL] Um, $448 even.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Right now
[AGENT][NEUTRAL] And this was for dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I don't show she has a medical policy with us or had a medical policy. Looks like she only had dental coverage with us.
[CUSTOMER][NEUTRAL] OK, alright, that's what I needed to know.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, uh thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Bye.