AccountId: 011433970860
ContactId: 5c79c0eb-cf11-4f3e-939d-dccf02f637f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130419 ms
Total Talk Time (AGENT): 48968 ms
Total Talk Time (CUSTOMER): 28830 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/5c79c0eb-cf11-4f3e-939d-dccf02f637f2_20250127T17:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from Bear Creek Family Dentistry. I'm needing to check status of a couple claims that are outstanding.
[AGENT][NEUTRAL] Sure, and, um, if you'll give me the policy numbers I can look those up and then I can get you transferred over to our claims team.
[CUSTOMER][POSITIVE] Thank you, 02296321.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And is there just one or do you have multiple policies?
[CUSTOMER][NEUTRAL] I have it's 1 patient with two claims.
[AGENT][POSITIVE] Oh, OK, perfect. Let me look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you tell me the name of the insured, please?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Perfect. I've got that as well, so hold on tight and I'll get you over to our claims team.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Dental
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] and Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good how are you, [PII]?
[AGENT][NEUTRAL] Pretty good. Um, I have got [PII]. She is with the provider's office and she's calling about a couple claims on policy 2296321 for [PII], and she did verify date of birth. Can I send her over?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You sure can, [PII] thank you.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you for calling