AccountId: 011433970860
ContactId: 5a671f67-65b2-4461-af70-2d4b3515fc70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151759 ms
Total Talk Time (AGENT): 54160 ms
Total Talk Time (CUSTOMER): 45679 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/5a671f67-65b2-4461-af70-2d4b3515fc70_20250429T16:04_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] Hi, my name is [PII], and I'm with Smart Dental Care, and I'm calling to check on the status of a dental claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Miss [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] That would be 608-119.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], um, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service is going to be [PII] and the amount is 172.
[AGENT][NEUTRAL] All right, let me see if I can find that please.
[AGENT][NEUTRAL] That was [PII].
[AGENT][NEUTRAL] Um, is there anything pending.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] No claims on file for [PII] as of today.
[CUSTOMER][NEUTRAL] Alright, is the payer ID 60801?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Alright, um, alright, I guess I'll just need to refile that then.
[AGENT][NEUTRAL] Mhm. Yes, we don't have timely filing limits.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's gonna be all.
[AGENT][POSITIVE] OK, thank you for calling ATO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.