AccountId: 011433970860
ContactId: 827229a9-ac74-4ac2-a36c-deb928ff53fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151570 ms
Total Talk Time (AGENT): 65638 ms
Total Talk Time (CUSTOMER): 48065 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/827229a9-ac74-4ac2-a36c-deb928ff53fc_20250113T19:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can you hear me, [PII]?
[AGENT][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] That's better. I can hear you now.
[CUSTOMER][NEGATIVE] OK, OK, so weird my headset's being stupid. Alright, uh, my name is [PII]. I'm calling from a dental provider's office calling about an outstanding claim I'm trying to follow up on.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 00616282.
[AGENT][NEUTRAL] Can I get a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Alright, thanks for verifying that [PII] and you said you're checking a claim status. Can you give me the date of service and the total charge?
[CUSTOMER][NEUTRAL] [PII] $1,264.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I show the claim was processed on [PII] [PII], um, issuing a payment of $145 and it cites that the calendar year maximum for this benefit has been.
[AGENT][NEGATIVE] I'm exhausted with this payment.
[AGENT][NEUTRAL] With the payment of this claim, so that was the remaining benefit under this plan, the 145. Did you need that claim number? Uh-huh, yes ma'am.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] You said 1:45 OK.
[CUSTOMER][POSITIVE] Uh, no, if it was just done on the [PII], I'm sure it's on its way. That's not a problem. I just needed to know that it was that it had been received and was processed and everything was good.
[AGENT][NEUTRAL] OK, gotcha. All [PII]. Well, did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, if I can just get a reference number for today.
[AGENT][NEUTRAL] Uh, you'll use my name in today's status reference. It's [PII].
[AGENT][NEUTRAL] Oh NYA first initial last name is [PII], and any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, that's all I needed.
[AGENT][POSITIVE] Alrighty, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.