AccountId: 011433970860
ContactId: 7f90d45a-f74d-4c51-b6b1-14c3901da1e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310790 ms
Total Talk Time (AGENT): 106522 ms
Total Talk Time (CUSTOMER): 101107 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7f90d45a-f74d-4c51-b6b1-14c3901da1e4_20250604T17:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check on a claim for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with claim status. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected and the name of the facility you're calling from for my notes.
[CUSTOMER][NEUTRAL] It's [PII], no extension and it's Northside Dental.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is U as in Uniform 70482648.
[AGENT][NEUTRAL] Mm. Do you have the copy of the card, Miss [PII]? That's not a number.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, I do not. I
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Yeah, all I have is a a breakdown of benefits that our front desk did, but it has that as the number.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, OK. Um, do you have her social by any chance?
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, I do. [PII].
[AGENT][NEUTRAL] [PII], let me repeat it back to you. OK. [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, yes, was the middle to uh [PII].
[AGENT][NEUTRAL] Uh-huh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, I don't have anybody with that social in our system.
[AGENT][NEUTRAL] You said you received a fax back was it through APL?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, they did it through a website. Uh, hold on a second. Through the like a better website or something.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh, that, yeah, that's not us.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] does it have like a phone number on that fax back?
[CUSTOMER][NEUTRAL] Um, um,
[CUSTOMER][NEUTRAL] But it wasn't a fact. It was a website.
[AGENT][NEUTRAL] Oh, just a website. Oh, OK. Yeah, we don't have a website just to get that um breakdown. Um, not really sure if, um, maybe they have a different policy with a different company. I, I was not able to find them with the social, um, do you want me to do a name search?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yeah, if you could that would be great. It probably won't be.
[AGENT][NEUTRAL] OK. Mhm. Sure, yes.
[AGENT][NEUTRAL] OK, it's fine. We can always try. All right. May I have the spelling of the last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm no, I don't have her in our system.
[CUSTOMER][NEUTRAL] You don't have her in the system?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. Um, all righty then, I guess.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I will just get with the patient and, and figure it out.
[AGENT][NEUTRAL] Yeah, if they can send you a copy of the card, that probably will um let you know what company it is, but yeah, based on that new number you gave me in the beginning, that's definitely not our number.
[CUSTOMER][POSITIVE] OK. Um, all righty then. Thank you for your help.
[AGENT][POSITIVE] You're welcome, Miss [PII] and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you as well bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.