AccountId: 011433970860
ContactId: 8e41147b-0357-45f4-a747-f26aca9ff03a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190199 ms
Total Talk Time (AGENT): 73471 ms
Total Talk Time (CUSTOMER): 69529 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/8e41147b-0357-45f4-a747-f26aca9ff03a_20250110T15:48_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], and I am calling to check on a claim, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with, uh, claims, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes it is.
[CUSTOMER][NEUTRAL] Um, the policy group number is 12,470.
[AGENT][NEUTRAL] Mm OK. What about um do you see some numbers in the bottom where it says outpatient search, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, I actually don't have that information. Let me look and see if I have a scan of their card. Just one second, sorry.
[AGENT][NEUTRAL] Um.
[AGENT][POSITIVE] OK, sure. Yes, no problem.
[CUSTOMER][NEGATIVE] Well, I have the whole breakdown. I don't know why I don't have a copy of the card.
[AGENT][NEUTRAL] OK, um, let me pull the group hopefully it's not a large one, it's not a big one.
[CUSTOMER][NEUTRAL] Wait, I got it. OK, here we go, um, I have a policy certificate number, is that what you want?
[AGENT][NEUTRAL] Yes, that's it. Mhm.
[CUSTOMER][NEUTRAL] OK, 021-78538.
[AGENT][NEUTRAL] OK, perfect. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And this is for dental, Miss [PII]?
[CUSTOMER][POSITIVE] Yes ma'am, yes.
[AGENT][NEUTRAL] OK. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yes, [PII] in the amount of 223.
[AGENT][NEUTRAL] OK, let me see if I can find this claim. And for future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] No claims. OK, it looks like we have not received that claim as of today.
[CUSTOMER][NEUTRAL] That's what I was wondering. OK, can I check, um, just to make sure I have the pay ID number correct? um I show.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Mhm. That is correct.
[CUSTOMER][POSITIVE] OK, all right, we'll get it sent back in thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] You too thanks bye.