AccountId: 011433970860
ContactId: a57f3456-8849-4d2e-bf11-7a441d0ae7d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277679 ms
Total Talk Time (AGENT): 86560 ms
Total Talk Time (CUSTOMER): 45887 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a57f3456-8849-4d2e-bf11-7a441d0ae7d8_20250513T16:03_UTC.wav
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[CUSTOMER][NEUTRAL] Not.
[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Northcot Dental Practice. I'm trying to get claim status for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with claim status, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII]. Policy number is 022596552.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] And then what is [PII]'s data service and charge amount?
[CUSTOMER][NEUTRAL] Date of service is [PII] and then the charge amount is $260.
[AGENT][NEUTRAL] OK dokey, I'm gonna put you on a quick hold, Ms. [PII], while I look up this claim for us. Well, one more thing, what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, Northco Dental Practice.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a quick hold now so I can search this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII], what is the name of the, the dentist, the doctor that
[AGENT][NEUTRAL] It would be filed under?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, alright, thank you one more quick hold I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You are on
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I have the claim information ready for you.
[AGENT][NEUTRAL] The claim number is 359.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8099.
[AGENT][NEUTRAL] The claim was paid $155.20.
[AGENT][NEUTRAL] With check number 2042664.
[AGENT][NEUTRAL] That check.
[AGENT][NEUTRAL] was issued on [PII].
[AGENT][POSITIVE] And it's still outstanding at this time.
[CUSTOMER][POSITIVE] All right, that's all I needed.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I hope you have a wonderful rest of your week. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.