AccountId: 011433970860
ContactId: 9c44fa48-421f-48dc-b95a-8e4fd36bd219
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302660 ms
Total Talk Time (AGENT): 89030 ms
Total Talk Time (CUSTOMER): 66598 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/9c44fa48-421f-48dc-b95a-8e4fd36bd219_20250318T16:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling, um, in regarding a claim for a patient.
[AGENT][NEUTRAL] OK, I can help you with the claim. Can you please give me your name, your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII]. Uh, phone number is [PII] and office name is Friendly Family Dentistry.
[AGENT][NEUTRAL] OK, thank you very much, [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's uh [PII] claim number is 3569467.
[CUSTOMER][NEUTRAL] And I'm sorry, you mentioned something else.
[AGENT][NEUTRAL] OK, can you give that claim number to me again 356 9.
[CUSTOMER][NEUTRAL] 3569467
[AGENT][NEUTRAL] 467. OK, and then what is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it is 02592977.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and I'm gonna put you on a quick hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][POSITIVE] OK, thank you for holding for me [PII]. I show that the claim is being processed to be paid.
[CUSTOMER][NEUTRAL] Mm yes.
[CUSTOMER][NEUTRAL] OK, and also can you check for another claim?
[AGENT][POSITIVE] Yes ma'am, I can. Let me put my note in on this one real quick and we'll move to the next one, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's gonna be just real quick.
[AGENT][NEUTRAL] OK. Is it for the same patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the um do you have the claim number?
[CUSTOMER][NEUTRAL] Uh, yes, it's 357-409-0.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] OK, I show that this claim is also being paid $60.
[AGENT][NEUTRAL] And I can give you the check number 203.
[AGENT][NEUTRAL] 2731.
[CUSTOMER][NEUTRAL] 20,320.
[CUSTOMER][NEUTRAL] 731
[AGENT][NEUTRAL] 203-273-1.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the check was issued on
[CUSTOMER][NEUTRAL] Alright, so that one has been processed, right?
[AGENT][NEUTRAL] Right, and the check was issued on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that will be it then. um, so the other one is processing, OK, OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome, Miss [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're very welcome thanks for calling APL you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.