AccountId: 011433970860
ContactId: 5fe3e71a-7ae2-4e2d-896e-1ef889ef17c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96910 ms
Total Talk Time (AGENT): 29437 ms
Total Talk Time (CUSTOMER): 39946 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/5fe3e71a-7ae2-4e2d-896e-1ef889ef17c4_20250207T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][NEUTRAL] Doing well thank you I have a provider on the line uh calling regarding a dental claim um he believes that we overpaid and he just wanted to confirm that.
[AGENT][NEUTRAL] And uh I don't process the dental claims.
[CUSTOMER][NEUTRAL] OK, I'm not quite sure. I mean, every, it looks accurate to me, um, but I'm not quite sure.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Sure, it's 02365891.
[AGENT][NEUTRAL] And which claim number is it?
[CUSTOMER][NEUTRAL] It is 354-819-3.
[AGENT][NEUTRAL] OK, so the person who processed it is [PII].
[AGENT][NEUTRAL] So she may know the information. I can only do benefits. I've never processed dental.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Who did you say it was? I'm sorry, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'll see if she's available yeah.
[AGENT][NEUTRAL] Let me see if she's available yeah she's available.
[CUSTOMER][POSITIVE] OK awesome alright I appreciate your help, [PII] thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.