AccountId: 011433970860
ContactId: 98c86261-4ef6-4389-9d31-468364033e62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132350 ms
Total Talk Time (AGENT): 57834 ms
Total Talk Time (CUSTOMER): 44092 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/98c86261-4ef6-4389-9d31-468364033e62_20250520T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from the dentistry to get the status of a claim for a patient of mine, and I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] Uh, it's [PII], and [PII], uh, you say you're calling for a claim status, correct?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can verify that for you. Uh, what's that policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number they provided is 02582910.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, and patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] 328 25 for $210.
[AGENT][NEUTRAL] And this is for dental, correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, don't show we received that claim. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, that is correct. Um, if you like, [PII], I can give you our fax number if you like to fax the claim to our office.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, uh, it's [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Alright, do you have a reference number for this call?
[AGENT][NEUTRAL] Uh, no, sir, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] All right, thank you so much and have a blessed day.
[AGENT][POSITIVE] Oh you too and thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.