AccountId: 011433970860
ContactId: 771d47b7-40f6-49f2-b305-7dd02d904169
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254169 ms
Total Talk Time (AGENT): 100469 ms
Total Talk Time (CUSTOMER): 57983 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/771d47b7-40f6-49f2-b305-7dd02d904169_20250604T20:16_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling to see if someone can help me with a dental claim.
[AGENT][NEUTRAL] OK, so you're wanting to check status on a claim, is that correct?
[CUSTOMER][POSITIVE] Yes, and make sure you did receive it.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And so what is your callback number?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 02552755
[AGENT][NEUTRAL] Alright, thank you. Give me a moment so please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so any information that I do provide today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh, patient is going to be, let me go back, uh, [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] It's [PII]. I'm showing it's $2,948 even.
[AGENT][NEUTRAL] 200948. Is that correct?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so I see that the claim has been received but it has not yet been reviewed. This claim is in line for processing.
[CUSTOMER][POSITIVE] OK, perfect, at least I know you guys have it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, wait, it does. It we received it on [PII],
[CUSTOMER][NEUTRAL] OK, and then
[AGENT][NEUTRAL] Well, it looks like we received it on [PII].
[AGENT][NEUTRAL] But it was received and again it is just in line for review.
[CUSTOMER][POSITIVE] Hm. Oh wow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, can I go ahead and get a reference number from you?
[AGENT][POSITIVE] Absolutely, you would use my name along with today's date.
[AGENT][NEUTRAL] And then so we also have a portal that you should be able to check claim status in as well and the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, say that one more time sorry.
[AGENT][NEUTRAL] Yeah, sure, [PII] on [PII].
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, got it.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right. Well, is there anything else? Are you, oh you're very welcome. So uh can I help you with anything else?
[CUSTOMER][POSITIVE] OK, alright, well thank you for your help.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that's the only one that I had uh huh thank you.
[AGENT][POSITIVE] OK, so, well then, thank you for calling APO and I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yes you too thank you bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.