AccountId: 011433970860
ContactId: a2c7ec9d-252f-4320-a4bc-a7d3c5738ed6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386970 ms
Total Talk Time (AGENT): 97702 ms
Total Talk Time (CUSTOMER): 56231 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a2c7ec9d-252f-4320-a4bc-a7d3c5738ed6_20250310T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good afternoon. My name is [PII]. I'm calling about a claim please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. Can I please get your call back number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's for [PII], [PII].
[CUSTOMER][NEUTRAL] The policy number is 02546033.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK and then what is the uh the date of service and the charge amount?
[CUSTOMER][NEUTRAL] [PII] for $582.
[AGENT][NEUTRAL] Thank you. And can you please give me the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mint dentistry.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold Mr. [PII], while I look up this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Ms. [PII]. I've got the claim pulled up. The claim number is 3551923.
[AGENT][NEUTRAL] And the claim was denied because the policy is not active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we received the claim on [PII] and processed it also on the same day, [PII], and the policy lapsed on [PII].
[AGENT][NEGATIVE] And there are no active policies on file.
[CUSTOMER][NEUTRAL] OK [PII], would you be able to send me this EOB?
[AGENT][POSITIVE] Absolutely. What is your um fax number?
[CUSTOMER][NEUTRAL] It's the same number [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Mr. [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I also have a reference number for our call?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go, Miss [PII]?
[CUSTOMER][POSITIVE] No that was all. I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. You have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye-bye.