AccountId: 011433970860
ContactId: 9f8f6ce9-ed7c-4587-9b05-89571f6d4cb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232020 ms
Total Talk Time (AGENT): 89698 ms
Total Talk Time (CUSTOMER): 78129 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/9f8f6ce9-ed7c-4587-9b05-89571f6d4cb5_20250423T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, the phone cut out. I missed your name. It is?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Thank you, [PII], it's [PII] from Grow Dental Studio. How are you?
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] I'm doing good Miss [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well. Can you help us with the status of a claim here, please, for [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], may I get your callback number just in case the call is dropped? I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] It's uh 02584729. Date of birth [PII].
[AGENT][NEUTRAL] OK, and we're looking for claim status. Let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, and then may I please have the data service for [PII]?
[CUSTOMER][NEUTRAL] Uh yes ma'am, let me go back and pull that. That's gonna be 326 of 2025.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the charge of please?
[CUSTOMER][NEUTRAL] And total bill charges?
[CUSTOMER][NEUTRAL] 266, see, I read your mind.
[AGENT][NEUTRAL] You sure did
[AGENT][NEUTRAL] OK alright Miss [PII] I'm gonna put you on a quick hold while I pull this claim in and I'll be right back.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi Miss [PII], this is back with you again. So I do see that the claim has been paid um.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] With check number.
[AGENT][NEUTRAL] 2039958 for the full $266.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It went out on the [PII].
[AGENT][NEUTRAL] Of [PII] and let me give you that claim number.
[CUSTOMER][NEUTRAL] Yeah, I need to know because I'm here.
[CUSTOMER][NEUTRAL] OK, and that was to the provider correct?
[AGENT][NEUTRAL] The claim number
[AGENT][NEUTRAL] Oh, let me double check that again.
[AGENT][NEUTRAL] I'm sorry. I'll look again.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sometimes they overlook like assignment of benefits. I just wanna make sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it went to Grill Grier Dental Studio.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim number is 358.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 683 4.
[CUSTOMER][POSITIVE] Perfect. OK, very good, [PII], I'll document that. I appreciate your help and you have a great day.
[AGENT][NEUTRAL] You too, Ms. [PII], is that all I can help you with today before we go?
[CUSTOMER][POSITIVE] Yep, that's it, yep, that's it for right now. I appreciate you and take care thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. You have a good night. Thanks for calling APL. Bye bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.