AccountId: 011433970860
ContactId: 662a5e4d-bed9-48ab-84c3-a888fe31bf7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170669 ms
Total Talk Time (AGENT): 79173 ms
Total Talk Time (CUSTOMER): 60080 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/662a5e4d-bed9-48ab-84c3-a888fe31bf7b_20250411T17:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check on a claim please.
[AGENT][POSITIVE] OK, well I can definitely help you with the claim status. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII]. Contact number is [PII].
[AGENT][NEUTRAL] Thank you for that and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 703-855.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that and all the informa.
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] I think I'm sorry about that. OK.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] And may I have the data service for the claim, um, you'd like me to check on?
[CUSTOMER][NEUTRAL] 25 of 25.
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] Um, that would be.
[CUSTOMER][NEUTRAL] Oh gosh, around 9588. I'm not really sure exactly it's not showing on my system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the name of the um
[AGENT][NEUTRAL] Well, this is the facility. What's the name of the facility on file?
[CUSTOMER][NEUTRAL] Um, dental care at East Stand Center, Doctor [PII].
[AGENT][NEUTRAL] Hm. What's your tax ID?
[CUSTOMER][NEUTRAL] Uh, [PII] I think [PII]. I'm sorry.
[AGENT][NEUTRAL] OK, this is yeah, it just came over dental professionals in [PII], so I wasn't sure if it was the same thing.
[CUSTOMER][NEUTRAL] Yes, yes, it's, it is the same thing and I forget that that's how it shows up.
[AGENT][NEUTRAL] Oh, it's OK. All right. Well, we received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 356-727-5.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEUTRAL] Um, preventative services are limited to 1 per insured person per 6 months.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so for currency violations perfect.
[CUSTOMER][NEUTRAL] Alright, that's all I needed. Can I get a uh uh a number?
[AGENT][NEUTRAL] Reference number, um, so there's no call reference number, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] For this call like a reference number, that's it.
[CUSTOMER][POSITIVE] Perfect thank you I appreciate it [PII] you have a good day.
[AGENT][POSITIVE] You also, [PII], thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.