AccountId: 011433970860
ContactId: 65ca3292-beb4-4a78-8455-5a8383746a6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317739 ms
Total Talk Time (AGENT): 86679 ms
Total Talk Time (CUSTOMER): 41960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/65ca3292-beb4-4a78-8455-5a8383746a6f_20250411T14:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I just wanted to check status on the claim please.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII], the phone number is [PII] North Shore Dental of Huntington.
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] And Miss [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII] 02502130.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[AGENT][NEUTRAL] And may I please get the data of service and the charge amount?
[CUSTOMER][NEUTRAL] 3 1925195.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII] while I look this claim up for us and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss [PII], can you please give me the whole.
[AGENT][NEUTRAL] The dentist's name that's on the.
[CUSTOMER][NEGATIVE] Oh, sorry, your phone is uh cutting in and out.
[AGENT][NEUTRAL] I'm so sorry, can you please give me the.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you please give me the dentist's name that's on the claim?
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] Oh, I'll put you on a quick hold. I'll be back again.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Well, where's the
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much Ms. [PII] for holding for me. So I did find the claim and the claim is in process to be paid. It's actually processing today. I don't have any remarks on it now, but the amount so far is going to be $85.60.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right great thank you so much.
[AGENT][NEUTRAL] You're welcome. Would you like the claim number?
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] OK, it's 3581396.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for your help have a good one.
[AGENT][POSITIVE] You're very welcome Miss [PII] is is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.