AccountId: 011433970860
ContactId: a9d3ca93-d997-4fe4-8411-0e36e70eb5bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139539 ms
Total Talk Time (AGENT): 56041 ms
Total Talk Time (CUSTOMER): 66104 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/a9d3ca93-d997-4fe4-8411-0e36e70eb5bd_20250219T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, my name is [PII]. I'm calling from West Metay Dental Care out of [PII]. I'm checking to see if y'all have received a claim for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes ma'am. I can verify claim status for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, 02478118.
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] $734.
[AGENT][NEUTRAL] You said [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I do not show we received that claim. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Um, attention or a [PII].
[AGENT][NEUTRAL] That is correct, yes, ma'am. Uh, if you like, I can give you a fax number, you can fax the claim.
[CUSTOMER][NEGATIVE] Right now um my fax is not cooperating, um, is there an email or no?
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] No, ma'am, uh, by fax, mail, or I can give you a payer ID.
[CUSTOMER][NEUTRAL] No? OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, that's because I've tried several times doing it electronically like that, I guess I better just put it in the mail then faster.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][POSITIVE] OK, all right then thank you.
[AGENT][POSITIVE] You're welcome. Uh thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Yes ma'am, thanks you too bye bye.
[AGENT][NEUTRAL] Bye.