AccountId: 011433970860
ContactId: 6cb9a1b2-afa5-429f-b462-2de86156b436
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278660 ms
Total Talk Time (AGENT): 71021 ms
Total Talk Time (CUSTOMER): 105115 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/6cb9a1b2-afa5-429f-b462-2de86156b436_20250618T17:27_UTC.wav
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[CUSTOMER][POSITIVE] Oh my goodness
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, you said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, I am calling to find out what the status is on the claim.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. um, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], is this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] I'm with a provider.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] um.
[CUSTOMER][NEUTRAL] What is my number [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][POSITIVE] Yes it is. I'm sorry, I accidentally hit close on my computer so I'm trying to get it back up. I'm so sorry.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEGATIVE] Of course it's taking forever. Oh my gosh.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] Alright you.
[CUSTOMER][NEUTRAL] OK, it is 02558125.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Oh, for the member, uh, [PII], and his date of birth is [PII], but I'm calling on [PII] [PII].
[AGENT][NEUTRAL] Got it. OK, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, and then do you have that bill amount?
[CUSTOMER][NEUTRAL] 356.
[AGENT][NEUTRAL] OK, thank you and then just to clarify this was for dental correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you just one moment.
[AGENT][NEUTRAL] Alright well I'm not showing that we've received any claim information for [PII].
[AGENT][POSITIVE] Uh, uh, not just for the state of service, we have no claims on file for her at all.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, I know you have um a fax number of [PII]. Can I fax it?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK, was that the correct fax number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and is your claim address [PII]?
[AGENT][NEUTRAL] That's correct, um, I've also got a payer ID if you need that as well.
[CUSTOMER][NEUTRAL] Is it 608-01?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, I have that that's so strange that you haven't received it, but I will fax it and.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess you were able to pull it up with that ID number and everything, so I guess I will fax that to you. Do I have to put it to anyone's attention?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, just claims department would be fine.
[CUSTOMER][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] Alright, and Ms. [PII], can I get a reference number for this call?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] last [PII] is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that is it. Thank you so very much. I appreciate you.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.