AccountId: 011433970860
ContactId: 74a1ba03-b8e6-43eb-8c3f-06d8d13616b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356480 ms
Total Talk Time (AGENT): 99580 ms
Total Talk Time (CUSTOMER): 114837 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/74a1ba03-b8e6-43eb-8c3f-06d8d13616b0_20250416T16:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yeah, hi ma'am, this is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing, sir?
[CUSTOMER][POSITIVE] I'm doing wonderful ma'am thanks.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I can feel the energy.
[AGENT][NEUTRAL] Yes, the weekend's coming.
[CUSTOMER][NEUTRAL] Mhm, yes, like winter is coming.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK. [PII], how can I help you today?
[CUSTOMER][NEUTRAL] Yeah, uh, ma'am, I got one member. I'm looking for claim status.
[AGENT][NEUTRAL] OK, I can help you with the claim status, sir. Can you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of course, it's [PII].
[AGENT][NEUTRAL] OK, and what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Of course, the policy number, I got it. 608796. And member, first name is [PII], last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy number real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what is [PII]'s date of service and charge amount?
[CUSTOMER][NEUTRAL] Of course, date of service, it's [PII]. And the charge amount is $277.
[AGENT][NEUTRAL] OK. And what is the name of the facility?
[CUSTOMER][NEUTRAL] Yeah, it's uh Zachary Dental Associates or you can say Louisiana Dental Center.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, [PII], while I look up this claim for us and I'll be right back sir.
[CUSTOMER][POSITIVE] Of course, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you, [PII] for holding for me. So I looked up for claim for date of service [PII] for Ms. [PII] and I do not find a claim on file for that date of service.
[AGENT][NEUTRAL] Are you there, [PII]?
[CUSTOMER][NEUTRAL] Yes, sorry, I was muted. Oh, I'm sorry, I was talking and I was muting.
[AGENT][NEUTRAL] OK, that's OK. That's OK. I've done that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Yeah, it happens sometimes.
[AGENT][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] OK. So
[CUSTOMER][NEUTRAL] OK. Uh, we took the status on uh [PII] and it was not on file back then and it was resubmitted electronically on [PII], and it's not on file. Do you have fax number to send it over?
[AGENT][NEUTRAL] Yes, sir. Let me give that to you.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, fax. So we are gonna fax this and uh, and how much days uh you will receive this claim via fax?
[AGENT][NEUTRAL] Uh, once we receive the claim and download it, process it in the system, it'll take 7 to 10 business days to complete the claim.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And uh how do you spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, I can remember a movie on that name.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you?
[CUSTOMER][NEUTRAL] Mhm. OK. And what is the reference number, ma'am?
[AGENT][NEUTRAL] Uh, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][NEUTRAL] 4 1625.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, ma'am, for assisting. Have a lovely day. Stay safe. Bye-bye.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. You take care. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Yeah, you too.