AccountId: 011433970860
ContactId: 6e3b3373-6865-4c3f-9a7a-60f53d5d4172
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318760 ms
Total Talk Time (AGENT): 118496 ms
Total Talk Time (CUSTOMER): 59331 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/6e3b3373-6865-4c3f-9a7a-60f53d5d4172_20250117T19:58_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] Hi [PII], my name is [PII] and I'm calling from Dentistry regarding a claim for a patient of mine.
[AGENT][POSITIVE] Oh, it would be a pleasure to assist you. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02511222
[AGENT][NEUTRAL] And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], I think that's how you pronounce it.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, date of date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] Um, the date of service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the dental provider name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It would be my pleasure to help you with that claim information. Now, this is for South Holland Dentistry, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we actually received that claim on [PII] and processed on [PII].
[AGENT][NEUTRAL] Now this policy does not, well, let's see, let me check something real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's a 12 month waiting period on this policy for any major services, so that does include Edo period.
[AGENT][NEUTRAL] So it would not be eligible for benefits until [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what is the claim number for that one?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Claim number is 3541675.
[CUSTOMER][NEUTRAL] So, is there any possible way I can get you to email me that ELB so I can close it out?
[AGENT][NEUTRAL] You want an email?
[CUSTOMER][NEUTRAL] Yes, ma'am, if possible.
[AGENT][NEUTRAL] I can do that if you'll just give me just one moment.
[CUSTOMER][POSITIVE] No problem, take your time.
[AGENT][NEUTRAL] If I can get my computer to pull that EOB up, we'll be on our way. Hang on just a second.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] It's coming up slowly but surely.
[AGENT][NEUTRAL] [PII], what's that email?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch it.
[AGENT][NEUTRAL] What is your email?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I got spell, I got spelled [PII] right. Hang on just a second.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In his dream.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me give you that claim number.
[AGENT][NEUTRAL] Claim number is 3, did I give it to you? OK, good.
[CUSTOMER][NEUTRAL] Uh, you already gave it to me.
[CUSTOMER][NEUTRAL] Yeah, do you have a reference number there?
[AGENT][NEUTRAL] Reference number is going to be my name and today's date.
[AGENT][POSITIVE] Just I got that ready for you. Bear with me another quick second if you don't mind.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] All right, [PII], that is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. uh, thank you so much. Have a great day.
[AGENT][POSITIVE] I hope you have a great day as well and thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Mhm.