AccountId: 011433970860
ContactId: 9c196ab9-2a3c-458c-9a6c-10936e445ded
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240759 ms
Total Talk Time (AGENT): 69421 ms
Total Talk Time (CUSTOMER): 79152 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/9c196ab9-2a3c-458c-9a6c-10936e445ded_20250512T22:12_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, and this is [PII] calling you from Westminster dental office. How are you today?
[AGENT][NEUTRAL] I am fine, and yourself?
[CUSTOMER][POSITIVE] Doing good thank you so much and I just try to check uh a claim for patient please.
[AGENT][NEUTRAL] OK, I verify claim status for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] And that is 02537595.
[CUSTOMER][NEUTRAL] Patient name is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And verify her date of birth.
[CUSTOMER][NEUTRAL] And the birthday is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][POSITIVE] Thank you and see, go ahead.
[CUSTOMER][NEUTRAL] And you say, yeah, you, you say your name is?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Do you have the data service and the amount of charge?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, and that is on um [PII] for $1,074.
[AGENT][POSITIVE] OK, thank you, give me one quick moment please.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Sure. Thank you.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Was this for fillings?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the name of the provider's office?
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let's see, it shows the claim is pending eligibility.
[AGENT][NEUTRAL] Uh, once that information has been received, then the claim will be released.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, because I did call a, a number that is in back of my EOB and um and she said and uh the lady who answered which her name was [PII] and she was eligible. I just wanted to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, we don't show that any information. We have to wait for information from benefits in the car showing us that a patient was eligible for that data services or not. Once that information has been received, then they'll release the claim.
[CUSTOMER][NEUTRAL] Be sure.
[CUSTOMER][NEUTRAL] Alright, so you already request that through the place, but the company that you work for or for?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, alright, so just given a few more days you think, uh, uh, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Thank you much for your help and time and you have a wonderful day.
[AGENT][POSITIVE] Oh, you too, and thank you for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] You're welcome bye bye.