AccountId: 011433970860
ContactId: 695557b9-4f70-437e-9e1a-0ae6b0871ef6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132570 ms
Total Talk Time (AGENT): 69388 ms
Total Talk Time (CUSTOMER): 26343 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/695557b9-4f70-437e-9e1a-0ae6b0871ef6_20250226T16:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I just a claim status for a patient.
[AGENT][NEUTRAL] OK, well, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII] or [PII], I'm sorry.
[CUSTOMER][NEUTRAL] That's OK, [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have 614-11117.
[AGENT][NEUTRAL] 614-11117.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you. And this is for dental, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] $203.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And this is for cleaning and for um an evaluation?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and while I'm looking at claim status, Ms. [PII], just to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am. I sure that claim was processed and it looks like it paid $55 and this was on [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help.
[AGENT][POSITIVE] Alright, you're welcome. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] I thought that was it.
[AGENT][POSITIVE] OK, I thank you so much for calling APL and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.