AccountId: 011433970860
ContactId: 8ddde85f-5aea-457a-b3d2-607ea8c3b03e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111580 ms
Total Talk Time (AGENT): 64422 ms
Total Talk Time (CUSTOMER): 40771 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/8ddde85f-5aea-457a-b3d2-607ea8c3b03e_20250320T12:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APU. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm just calling to follow up on the status of a claim.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you go ahead and give me your policy number, please.
[CUSTOMER][NEUTRAL] It is do you need all the zeros in the front of it?
[AGENT][NEUTRAL] Mm, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's gonna be 5 consecutive zeros.
[CUSTOMER][NEUTRAL] 249-873-1
[AGENT][NEUTRAL] Alright, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now, what's your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alrighty. It looks like [PII] is the insured on this dental plan and you did say you want to check status of a claim. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, for 3425.
[AGENT][NEUTRAL] Data.
[AGENT][NEUTRAL] 3425.
[CUSTOMER][NEUTRAL] I think I called yesterday, but I'm gonna be honest, I didn't put in a note and I can't remember.
[AGENT][NEUTRAL] Yeah, looks like we have that claim in house but we have pined it from for information from the employer on this patient, so I would just allow a couple more days for it to get processed through the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Do I need to get [PII] to call y'all?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] No, ma'am, yes ma'am, yes ma'am, we just have to update our system on some things, that's all.
[CUSTOMER][NEUTRAL] Just making sure you said employer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty I appreciate it.
[AGENT][NEUTRAL] Yeah, yeah. Well, yes, ma'am. Is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][POSITIVE] OK, well, have a great day and thanks for calling APL, [PII].
[CUSTOMER][NEGATIVE] You too dear.
[CUSTOMER][POSITIVE] Have a good one bye.
[AGENT][NEUTRAL] You too.