AccountId: 011433970860
ContactId: 5de73011-289b-486e-a746-fc9121789b75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509970 ms
Total Talk Time (AGENT): 116957 ms
Total Talk Time (CUSTOMER): 70639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/5de73011-289b-486e-a746-fc9121789b75_20250502T18:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I was calling in regards to a patient's outstanding claim.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Yes Ms. [PII], I can hear you and you said that you were calling on um outpatient claim, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was calling in regards to a dental claim.
[AGENT][POSITIVE] Oh, a dental. I'm so sorry. I can um check claim status for you.
[AGENT][POSITIVE] Can I please get your call back number ma'am just in case our call is disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, Miss [PII], and then um what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's 02494903. [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and you said that the policy number was 0244903?
[CUSTOMER][NEUTRAL] 02494903
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] [PII] of last year, 265.
[AGENT][NEUTRAL] OK and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Now easy dental and ortho Plano.
[AGENT][NEUTRAL] OK, let me look up that claim for you real quick.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] she's a um.
[CUSTOMER][NEUTRAL] So they give you a card it should be the.
[CUSTOMER][NEUTRAL] I would need yours, but then I would also need her information and her date of birth.
[CUSTOMER][NEUTRAL] But for you it's just the the one on your.
[AGENT][NEUTRAL] OK, I do see that the claim was paid.
[AGENT][NEUTRAL] $150. It also has some remarks on it that um benefits were also applied to the deductible.
[AGENT][NEUTRAL] And that orthodontic benefits are not covered under this policy.
[AGENT][NEUTRAL] And then let me give you the um.
[AGENT][NEUTRAL] Check number
[CUSTOMER][NEUTRAL] What date did you pay?
[AGENT][NEUTRAL] I'm checking that for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the it was paid on.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The check cleared the bank on [PII].
[AGENT][NEUTRAL] And the check number.
[AGENT][NEUTRAL] Is 2001181.
[CUSTOMER][NEUTRAL] Is it possible to get that EOB faxed over?
[AGENT][NEUTRAL] Yes ma'am, what is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEGATIVE] Everything that's hurting or bothering me.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me Miss [PII] I have that fax on its way to you now.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with today?