AccountId: 011433970860
ContactId: 7fb17891-23dd-4a8f-bde5-3c3c5213640e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210070 ms
Total Talk Time (AGENT): 100484 ms
Total Talk Time (CUSTOMER): 40455 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/7fb17891-23dd-4a8f-bde5-3c3c5213640e_20250625T17:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], yes, can you check on a dental claim for me?
[AGENT][NEUTRAL] OK, you're needing to check status on a dental claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII] at Doctor [PII]'s office.
[AGENT][POSITIVE] Thank you and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 1075266
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] And then see, any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her place?
[CUSTOMER][NEUTRAL] [PII], 128.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so this claim was received on [PII] and it was processed on [PII].
[AGENT][NEUTRAL] The claim number is 361.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5144.
[AGENT][NEUTRAL] And the benefit amount paid was 128.
[AGENT][NEUTRAL] And that was on if you would like to.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] To Doctor [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And would you like the check number?
[CUSTOMER][POSITIVE] That's that's good, no, that's OK.
[AGENT][NEUTRAL] Oh, OK. And then [PII], um, you all should also receive the explanation of benefits along with that claim, but in the future, if you were to need a copy of an explanation of benefits, once we've processed a claim, we do have a portal that you should be able to check claim status in, and the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Oh, is there any, oh, you're certainly very welcome. And can I help you with anything else today?
[CUSTOMER][POSITIVE] All right, thank you so much I appreciate it.
[CUSTOMER][NEUTRAL] No, that should do me thank you [PII].
[AGENT][POSITIVE] OK, well, thank, absolutely it was my pleasure in speaking to you, [PII], and thank you again for calling APL. I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you too take care.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.