AccountId: 011433970860
ContactId: 78bcd826-510c-443a-8f40-dc03cedf2c68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132639 ms
Total Talk Time (AGENT): 73185 ms
Total Talk Time (CUSTOMER): 39631 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/78bcd826-510c-443a-8f40-dc03cedf2c68_20241230T19:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. I'm sorry, good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, good afternoon. Could I check the dental claim status for patient?
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And 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] 213-6171
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you, [PII], and it would be my pleasure to assist you with that claim status for [PII]. What is the date of service, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And [PII], what is the dental provider name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I am showing that we did receive that claim on [PII].
[AGENT][NEUTRAL] And it was processed and paid on [PII].
[AGENT][NEUTRAL] And a benefit check is being sent to Doctor [PII] at for $674.40.
[CUSTOMER][NEUTRAL] Uh, 600, right?
[AGENT][NEUTRAL] $674.40. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help.
[AGENT][POSITIVE] It's been my pleasure. Would you like that claim number, [PII]?
[CUSTOMER][POSITIVE] Oh, I don't need it. Thank you so much for your help.
[AGENT][POSITIVE] It's been my pleasure to assist you with that claim status, [PII]. Thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too. Thank you. Happy New Year to you. Thank you.
[AGENT][POSITIVE] Happy New Year to you as well. Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.