AccountId: 011433970860
ContactId: 9eac3e58-6448-4444-86fe-3c4558bc7775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213490 ms
Total Talk Time (AGENT): 104411 ms
Total Talk Time (CUSTOMER): 62384 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/9eac3e58-6448-4444-86fe-3c4558bc7775_20250619T15:27_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from I didn't show you calling for client status. Can you spell the name for me, please?
[AGENT][POSITIVE] Sure it's [PII], and I can definitely check on that claim for you. Um, and I check, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have 02061497.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It's for [PII] for [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that and then what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] for $451.
[AGENT][NEUTRAL] OK, and then uh just to clarify this was for a dental correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is this with, uh, is it New Orleans dentistry?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we did receive this claim and we did pay a benefit of $221.80. Whenever you're ready I can give you that claim number and that check information.
[CUSTOMER][NEUTRAL] I'm ready for the claim number.
[AGENT][NEUTRAL] That is 3,603,400.
[AGENT][NEUTRAL] If you'd like I can also send you a copy of this EOB.
[CUSTOMER][NEUTRAL] Yes ma'am, I would like that as well. uh, what's the check number?
[AGENT][NEUTRAL] Uh, that is 204-541-1.
[AGENT][NEUTRAL] And then what was that fax number for you?
[CUSTOMER][NEUTRAL] And what day was it?
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII], you're fine, it's [PII] and I'm just gonna ask what day was the check was issued on.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, let me get that pulled up. Um, while I'm getting that I'm gonna read back that fax number to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. um, this check was issued [PII], and I am showing it did clear on [PII].
[CUSTOMER][NEUTRAL] There's a single check?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, quick question, was that mailed to [PII]?
[AGENT][NEUTRAL] No, this is, uh, I have [PII], is that [PII]?
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] Thank you so much information.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] And then whenever you're done, I just, just a reference number.
[AGENT][NEUTRAL] Sure, uh, that would just be my first name, last initial, and today's date, uh, so my last initial is [PII]
[AGENT][POSITIVE] And I'm sending that EOB right now. You should get it within about 10 minutes or so. Yeah, thank you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.