AccountId: 011433970860
ContactId: 69b9282b-aa77-4c41-bdde-c196c20399d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190289 ms
Total Talk Time (AGENT): 84192 ms
Total Talk Time (CUSTOMER): 35118 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/69b9282b-aa77-4c41-bdde-c196c20399d4_20250227T19:57_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] Yes, I was calling to get the status of a dental claim, please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] with Rodeo Dental and it's [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 956-779.
[AGENT][NEUTRAL] And you can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[AGENT][NEUTRAL] May I have the member's name and date of birth?
[CUSTOMER][NEUTRAL] Members is gonna be [PII] [PII].
[AGENT][NEUTRAL] And may I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] for $750 and no cents.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I did pull that claim up for you and it does show that we received that claim on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 35.
[AGENT][NEUTRAL] 47366 that claim processed and it made a payment in the amount of $462.40. Once that payment was made, that was the maximum amount that would be paid out. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that'll be it. Is there a check number?
[AGENT][POSITIVE] Yes, let me get that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That check number is 2021.
[AGENT][NEUTRAL] 201.
[CUSTOMER][POSITIVE] Excuse me, OK, that'll be it, just a reference number. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Thank you. And the reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so very much.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.