AccountId: 011433970860
ContactId: 837842b4-7d14-41f7-91ec-805df04878d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200770 ms
Total Talk Time (AGENT): 73625 ms
Total Talk Time (CUSTOMER): 102284 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/837842b4-7d14-41f7-91ec-805df04878d9_20250218T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with Austin Anesthesia Group for some information on a claim.
[AGENT][NEUTRAL] Sure, I can look at that claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah, um 638.
[CUSTOMER][NEUTRAL] Sorry, hold on 638-385-501.
[AGENT][NEUTRAL] OK, that's gonna be a bit too long to be one of our policy numbers, [PII], um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me see, this is just what we have listed. Let me see if there's another number. One second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And this is American Public Life?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hm, OK, let me see I'm looking, looking for.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, you can't do name, date of birth?
[AGENT][NEUTRAL] Um, I could try the name if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] OK, absolutely. So first name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Middle name, [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I'm sorry, the last name that was [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK, got it thank you one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and uh what state does one live in?
[CUSTOMER][NEUTRAL] This is uh [PII].
[AGENT][NEUTRAL] [PII], OK. And then did you have his date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][POSITIVE] OK, perfect. I do believe I found him and this was for um was this for dental?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, well, he did not have a medical policy with us.
[CUSTOMER][NEGATIVE] Oh, that's probably why it got denied as non-covered services.
[AGENT][NEUTRAL] OK, maybe.
[CUSTOMER][NEUTRAL] OK, so he only has dental with you guys, no medical insurance.
[AGENT][NEUTRAL] Well, had, um, all of his policies terminated in [PII] with us.
[CUSTOMER][NEUTRAL] Oh wow, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, perfect. um, that explains the denial then thank you so much for your help. Do you guys give um call reference numbers? No.
[AGENT][NEUTRAL] OK, of course. Was there anything else I can help you with? Yes, it would just be my first name, last initial, and today's date. Um, so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] OK