AccountId: 011433970860
ContactId: 73679aa4-2880-4c41-bb25-138404269983
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267799 ms
Total Talk Time (AGENT): 118918 ms
Total Talk Time (CUSTOMER): 90567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/73679aa4-2880-4c41-bb25-138404269983_20250313T17:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is uh [PII] calling from office. I want to know that.
[AGENT][NEUTRAL] I'm sorry, sir. I can barely hear you. You may need to turn up your volume, please.
[CUSTOMER][NEUTRAL] Hi, this is, can you hear me?
[AGENT][NEUTRAL] No, sir, I cannot.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. I want to know the.
[AGENT][NEUTRAL] I'm sorry, say again your name?
[CUSTOMER][NEUTRAL] It's [PII] Last initial is [PII].
[AGENT][NEUTRAL] OK, sir. And I'm sorry, Mr. [PII]. Is there any way you can turn up your volume? I can barely hear you, almost sounds like a whisper.
[CUSTOMER][NEUTRAL] Uh, can you hear me now?
[AGENT][NEUTRAL] Uh, somewhat, and you say you're calling for claim status, is that correct?
[CUSTOMER][POSITIVE] Yes, yes correct ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the policy number is 02486015.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you so much and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yes, the patient's first name is [PII] and the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII]. With the charge amount is $569 even.
[AGENT][NEUTRAL] OK, and this is for dental, correct?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, uh, Mr. [PII], I can verify claim status for you. Give me one moment please.
[CUSTOMER][POSITIVE] OK. Take your time, ma'am.
[AGENT][NEUTRAL] And you said data service of [PII], correct?
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] OK, I do not show that claim has been received. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] OK, just wait a moment, ma'am.
[CUSTOMER][NEUTRAL] The uh mailing address is [PII].
[AGENT][NEUTRAL] OK, that mailing address has changed [PII], so when you're ready I can give you the correct policy or correct mailing address.
[CUSTOMER][NEUTRAL] Yes, what's the correct mailing address, ma'am?
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]- can you please repeat, ma'am?
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, what's the payer ID, ma'am? Can you please tell me the, uh, payer ID?
[AGENT][NEUTRAL] Uh, pay ID is 60801.
[CUSTOMER][NEUTRAL] One, OK. And what's the card reference number, ma'am?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Uh, can you please spell your name, ma'am?
[AGENT][NEUTRAL] Sure, it's [PII], and Mr. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, you are, uh, the, uh, just information, the PO box is changed, right, ma'am? We have to submit the claim on.
[AGENT][NEUTRAL] Correct. As of [PII], the uh the mailing address changed.
[CUSTOMER][NEUTRAL] OK. Uh, that's [PII], right, ma'am?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, what's the, uh, change mailing address date [PII]?
[AGENT][NEUTRAL] No, the mailing address changed [PII].
[CUSTOMER][NEUTRAL] OK, we have to submit on this mailing address 248,950, right, ma'am?
[AGENT][NEUTRAL] That is the correct mailing address.
[CUSTOMER][POSITIVE] OK, thank you so much for your kind assistance. Have a nice day with the rest of the day.
[AGENT][POSITIVE] Alright, you too. Thank you for calling [PII]. Bye.