AccountId: 011433970860
ContactId: 819fcfba-aacf-468e-bbc1-12fcc4820cbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142839 ms
Total Talk Time (AGENT): 49478 ms
Total Talk Time (CUSTOMER): 44272 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/2025/01/23/819fcfba-aacf-468e-bbc1-12fcc4820cbb_20250123T20:40_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I was calling to check the status of a dental claim on a patient.
[AGENT][POSITIVE] I'd be happy to assist with the claim today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 2277461.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is for patient um [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and were you needing a fact that breakdown of the benefits?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, just the claim status.
[AGENT][NEUTRAL] Oh, I'm sorry, data service I mean I'm sorry.
[CUSTOMER][NEUTRAL] Uh, data service is [PII]. The bill amount is $391.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] OK, I'm showing payment was made in the amount of $318.80.
[AGENT][NEUTRAL] And that was on [PII].
[CUSTOMER][NEUTRAL] And how was that payment issued?
[AGENT][NEUTRAL] B.
[CUSTOMER][NEUTRAL] OK, and are you able to provide the check number?
[AGENT][NEUTRAL] Check number is 2021218.
[CUSTOMER][POSITIVE] OK wonderful this is actually the only patient that I was calling in regards to today.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No ma'am, not at this time.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.