AccountId: 011433970860
ContactId: 88864eba-f7b4-4641-8f1d-a0435e5d6957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155589 ms
Total Talk Time (AGENT): 70744 ms
Total Talk Time (CUSTOMER): 52992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/88864eba-f7b4-4641-8f1d-a0435e5d6957_20250213T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling with the provider's office and just wanted to follow up on a claim that's been submitted for a patient.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 02457630
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that and then uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then uh do you have the bill amount?
[CUSTOMER][NEUTRAL] Um, it's 1,114.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, just to clarify season this was for dental correct?
[CUSTOMER][NEUTRAL] No, this is medical.
[AGENT][NEUTRAL] This is medical. OK, so the policy number you gave me was actually their um dental policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] They don't have a card on file um.
[AGENT][NEUTRAL] What was the name of the provider's office? I'm sorry.
[CUSTOMER][NEUTRAL] So I'm.
[CUSTOMER][NEUTRAL] No, that's OK. Um, this is Deaconess.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, it did go to the dental policy. Alright, I do see that we received it. Um, I can give you their medical information, [PII], but I will say their policy terminated, uh, [PII].
[CUSTOMER][NEUTRAL] Oh OK so they're not even active? OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That's no problem. I'll go ahead and just update that. Thank you.
[AGENT][NEUTRAL] OK, of course, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um, is it possible just to get a reference number for this call?
[AGENT][NEUTRAL] Sure, yeah, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.