AccountId: 011433970860
ContactId: 9be31bbf-6280-4ee6-83bd-059594ec4820
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121949 ms
Total Talk Time (AGENT): 37125 ms
Total Talk Time (CUSTOMER): 41029 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/9be31bbf-6280-4ee6-83bd-059594ec4820_20250618T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I just need to check on the uh status of a dental claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Who am I speaking with?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] And [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It's 656-175.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Um, the day of the service is [PII] of this year.
[AGENT][NEUTRAL] I'm not showing any claims for that date of service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me double check here um.
[AGENT][NEUTRAL] Do you need our fax number?
[AGENT][NEUTRAL] Or a mailing address?
[CUSTOMER][NEUTRAL] Uh, yeah, I, well, I've, I've got their mailing address. Can I fax to you then?
[CUSTOMER][POSITIVE] Is it faster? I mean, it'll be faster to fax it.
[AGENT][NEUTRAL] Sure, it's attention claims department.
[AGENT][NEUTRAL] And it's 877365.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Great, OK, I appreciate it. I'm getting it over there.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thanks, thanks for your
[CUSTOMER][POSITIVE] No, I appreciate it thanks for your help, bye bye.
[AGENT][POSITIVE] Thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.