AccountId: 011433970860
ContactId: 8eb122a8-b58a-4efe-a3e4-684808381030
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482220 ms
Total Talk Time (AGENT): 130459 ms
Total Talk Time (CUSTOMER): 103813 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/8eb122a8-b58a-4efe-a3e4-684808381030_20250305T13:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm looking for a claim status. Can you please help me with that?
[AGENT][NEUTRAL] OK, [PII], you have one claim to check that up on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Um, your voice is breaking a little bit. OK.
[AGENT][NEUTRAL] I'm sorry. I, I'm.
[AGENT][NEUTRAL] I can barely hear you as well, but we'll do the best that we can. You said that my voice is breaking up.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] Um, policy number, let me check.
[CUSTOMER][NEUTRAL] It's 452-977-239.
[AGENT][NEUTRAL] OK, [PII], what company are you trying to reach? Because that is not an APR policy.
[CUSTOMER][NEUTRAL] Mm, can you please check with the name and date of birth cause I'm having only this.
[AGENT][NEUTRAL] I can't search. Yes, sir, I can't search my date of birth.
[AGENT][NEUTRAL] You do not have a copy of the ID card?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, let me check for the policy number if I'm having that. Just a moment.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] [PII], I can try and search by the name, but if it's a very common name that may not be.
[AGENT][NEUTRAL] You may have to get obtain the policy number.
[AGENT][NEUTRAL] What is the policy?
[AGENT][NEUTRAL] it.
[AGENT][NEUTRAL] Subscriber's last name?
[CUSTOMER][NEUTRAL] I'm just checking the policy number I guess I think I'm able to see just a moment, my system is working a little bit slow.
[AGENT][NEUTRAL] And can you hear me OK now?
[AGENT][NEUTRAL] Are you able to hear me OK, ma'am?
[CUSTOMER][POSITIVE] Yeah, better than before.
[CUSTOMER][NEGATIVE] But not exactly clear.
[CUSTOMER][NEUTRAL] OK. It's 01934036.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] for a dental claims.
[CUSTOMER][NEUTRAL] Yeah, for dental claim.
[AGENT][NEUTRAL] Any information that I need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Verification of benefits and not guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, are you asking for the location of provider?
[AGENT][NEUTRAL] No, sir. I'm asking for your patient's name and their date of birth.
[CUSTOMER][NEUTRAL] OK, just a moment. OK. So the location name is [PII]. Address is [PII].
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] Is of that is not
[AGENT][NEUTRAL] [PII], that is not what I asked you.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEGATIVE] Uh, actually your voice is breaking, and this is the reason I'm not able to get, but actually I just. You are on hold.
[AGENT][NEUTRAL] One moment, please. I'm gonna place you on hold. One moment.
[AGENT][NEGATIVE] I think they're saying my voice is very broken up and can't understand.
[AGENT][NEGATIVE] Oh no, he.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Because he, uh, this is a struggle. This is a corner that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Lord, I hope I don't forget that when I go home.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] What
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK, [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm still here.
[AGENT][NEUTRAL] Are you able to hear me?
[CUSTOMER][NEUTRAL] Uh yes, I can hear you.
[AGENT][NEUTRAL] OK. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and any information again, [PII], that I provide for you today will be a verification of benefits and not a guarantee of payment. What is the date of service and total bills amount?
[CUSTOMER][NEUTRAL] OK, date of service is uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And bill amount is $298.98.
[AGENT][NEUTRAL] 298.98. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This claim was received on [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[AGENT][NEUTRAL] The claim number is 3567839.
[AGENT][NEUTRAL] There was the benefit paid in the amount.
[CUSTOMER][NEUTRAL] Can you please repeat that claim number one more time?
[AGENT][NEUTRAL] 356.
[AGENT][NEUTRAL] 783 9.