AccountId: 011433970860
ContactId: a2b42632-694b-4724-8575-670b9f4e57bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154380 ms
Total Talk Time (AGENT): 52491 ms
Total Talk Time (CUSTOMER): 73473 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a2b42632-694b-4724-8575-670b9f4e57bd_20250220T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from the office of Doctor [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][POSITIVE] I'm doing well. I'm calling to check on a claim. You guys are the secondary for this patient and I wanted to see if you had received it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can check to see if we received that claim. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, sure, [PII].
[AGENT][NEUTRAL] Alright, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would that be the same thing as member ID number?
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] 1178717
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, for the insured insured is [PII] and his date of birth is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] it's gonna be on his wife.
[AGENT][POSITIVE] OK, thank you for verifying that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mozilla.
[AGENT][NEUTRAL] That, OK, got it, thank you. Alright, and just to clarify, was this for a medical or dental?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Dental, yes, yes.
[AGENT][NEUTRAL] It is dental OK just wanted to make sure all right and uh what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] OK, hold on for me one second, let me get back to that claim. I had to click out of that screen.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's going to be.
[CUSTOMER][NEUTRAL] Um, 1113 24 it's for a crown on tooth number 3. Total amount submitted was 1450.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] 1113 24. OK. So this policy actually terminated [PII].
[CUSTOMER][NEUTRAL] [PII], so that one is no good anymore. OK, [PII]. Perfect, thank you so much.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course, yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Oh you as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.