AccountId: 011433970860
ContactId: 70fcff4c-250e-4656-abaf-5f416ed2a826
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452000 ms
Total Talk Time (AGENT): 113815 ms
Total Talk Time (CUSTOMER): 71002 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/70fcff4c-250e-4656-abaf-5f416ed2a826_20250417T16:24_UTC.wav
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[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, yes, I was calling to check on a claim for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status. May I please get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] Family Dentistry, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then Ms. [PII], what is the um patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get it pulled back up.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It is [PII]. Birthday is [PII].
[CUSTOMER][NEUTRAL] And uh the social is what we have um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull her policy up real quick.
[AGENT][NEUTRAL] It be just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then um what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Of this year for $159.
[AGENT][NEUTRAL] OK, Miss [PII].
[AGENT][NEUTRAL] On a brief hold while I look up this claim and I'll be right back with you.
[CUSTOMER][NEUTRAL] OK, all right, sounds good. You are on hold.
[AGENT][NEUTRAL] Oh shoot.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much, [PII], for holding for me. I have the claim ready for you.
[AGENT][NEUTRAL] The claim number.
[CUSTOMER][NEUTRAL] OK, let me get it.
[AGENT][NEUTRAL] Yes ma'am, go ahead and let me know when you're ready.
[CUSTOMER][POSITIVE] I'm so sorry my computer's, it's been my computer's messed it up. OK, yes, I'm ready. You go ahead.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Alright, so the claim number is 3,581,870.
[AGENT][NEUTRAL] The claim was paid $87.20.
[AGENT][NEUTRAL] With check number 203-7606.
[AGENT][POSITIVE] And it was issued on [PII], so it just went out not too long ago. It's showing that it's still outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's look, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what if there's any remarks and on um the remarks of the claim it says a portion of this benefit has been applied to the calendar year deductible.
[CUSTOMER][NEUTRAL] OK, and what was, what is her deductible?
[AGENT][NEUTRAL] Uh, let me look real quick.
[AGENT][NEUTRAL] Just a second while I pull up her benefits.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] Oh, it's OK. I don't mind helping you at all.
[AGENT][NEUTRAL] The deductible was $50.
[CUSTOMER][POSITIVE] OK, and it was and it's completely satisfied now?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][POSITIVE] OK. Well, thank you for your help.
[AGENT][POSITIVE] You're very welcome. Is there anything else, Ms. [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK, well you have a wonderful [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Mm bye-bye, ma'am.