AccountId: 011433970860
ContactId: a15bed22-8e60-448e-a2df-b2cc9b8e9b30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235089 ms
Total Talk Time (AGENT): 54606 ms
Total Talk Time (CUSTOMER): 45158 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/a15bed22-8e60-448e-a2df-b2cc9b8e9b30_20250130T17:22_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check on a claim for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And this is for dental?
[AGENT][NEUTRAL] OK, and what is uh her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And her policy number, please?
[CUSTOMER][NEUTRAL] 02484217
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[AGENT][NEUTRAL] OK and then what is the data service?
[CUSTOMER][NEUTRAL] Day service is 10:15 of 24.
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] 1,135.
[AGENT][NEUTRAL] OK, thank you and then what's the name of your facility?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Ms. [PII], while I look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss. [PII], this is [PII]. So looking at data service [PII], I do not find a claim on file for that date of service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] I will get that submitted then.
[AGENT][NEUTRAL] OK, alright, well, Miss, is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] All right. OK, well, you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you have a great day.
[AGENT][NEUTRAL] Bye bye.