AccountId: 011433970860
ContactId: 6a38007e-3be8-45f5-ae6f-c03a8fc44d44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127059 ms
Total Talk Time (AGENT): 60829 ms
Total Talk Time (CUSTOMER): 36309 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/6a38007e-3be8-45f5-ae6f-c03a8fc44d44_20250129T17:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of Bailey Dental Group, and I'm looking to find the status of a claim, please.
[AGENT][POSITIVE] OK, I can assist with that. Thank you [PII]. What is your callback number if we are disconnected?
[CUSTOMER][POSITIVE] You're welcome have a great day.
[CUSTOMER][NEUTRAL] Bye bye
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] I have 02466415.
[AGENT][POSITIVE] Thank you. And to repeat, I have that as 02466415. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you and your claim status. Give me one second, I can assist you.
[AGENT][NEUTRAL] What is that date of service and the total charges bill please?
[CUSTOMER][NEUTRAL] It is [PII] for a total charge of 298.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, thank you for your patience. That shows the claim was received on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] It shows that the claim is pending eligibility from the employer. Once we receive that, the processing the claim will continue. Again, the claim is pending verification from the employer.
[CUSTOMER][NEUTRAL] OK, so there's nothing that we can do until the employer verifies that she was active.
[AGENT][POSITIVE] That is correct, yes, yes.
[CUSTOMER][POSITIVE] OK wonderful thank you so much.
[AGENT][NEUTRAL] You're welcome. And also [PII], you can check claim status by visiting our secure portal at [PII]. Would you like that claim number or do you have the information already?
[CUSTOMER][NEUTRAL] Um, nope, I have that right here.
[AGENT][POSITIVE] OK, all right, thank you so much. Anything else I can help you with?
[CUSTOMER][POSITIVE] That was it for today thank you.
[AGENT][POSITIVE] Thank you for calling APL. Take care. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.