AccountId: 011433970860
ContactId: 990687a5-a8f0-4762-a362-fffe182703c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223529 ms
Total Talk Time (AGENT): 38245 ms
Total Talk Time (CUSTOMER): 82640 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/2025/05/29/990687a5-a8f0-4762-a362-fffe182703c5_20250529T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] and I'm calling on behalf of the dental office to check claim status. Can you please help me with that?
[AGENT][POSITIVE] I'm happy to check on a claim for you today, [PII], can I get the policy number?
[CUSTOMER][NEUTRAL] 02554118.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And then date of service?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, for [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII], for patiently waiting. The date of service is [PII].
[AGENT][NEUTRAL] Alright, and then the build out.
[CUSTOMER][NEUTRAL] The bill amount is
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] Uh, $1,124 even.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure. Uh, [PII], so I have already called today morning to get the status for this claim and I already have all the information. Uh, so, but then, uh, so I call for two patients to check the claim status and I already got the UB for the first patient, the representative has already faxed the UB copy, but for this patient, I have not received the UB yet, uh, even after 1 hour. So I was hoping that you could uh make a request for
[CUSTOMER][NEUTRAL] That you'll be for this patient. Just say you'll be, that's it.
[AGENT][NEUTRAL] OK, what's the fax number?
[CUSTOMER][NEUTRAL] Uh, secured private fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and should we mark attention to anybody on that?
[CUSTOMER][NEUTRAL] Uh, [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just sending this to you here. Give me one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright [PII], fax is on the way. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, no, [PII]. Thank you so much. I appreciate your help and bye-bye for now. Take care.
[AGENT][POSITIVE] You're welcome. Bye-bye.