AccountId: 011433970860
ContactId: aa09fb89-5f29-43ba-8cba-1320c4cfa178
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172960 ms
Total Talk Time (AGENT): 70721 ms
Total Talk Time (CUSTOMER): 65197 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/aa09fb89-5f29-43ba-8cba-1320c4cfa178_20250310T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, yes, I was calling to um inquire about a claim.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can I, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02465242.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and then uh what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Um, it was for, um, [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] Yes, it was for $250.
[AGENT][NEUTRAL] 250. OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, [PII], I'm not showing that we've received a claim for that date of service.
[CUSTOMER][NEUTRAL] OK, let me see um.
[CUSTOMER][NEUTRAL] Can I confirm the um do you wanna confirm the um.
[CUSTOMER][NEUTRAL] Claims address I have um [PII].
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is correct. Um, I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK, and the payer ID I have is uh 60801?
[AGENT][POSITIVE] That's right, yes.
[CUSTOMER][NEUTRAL] Hm, alright, yeah, if I can go, am I able to go ahead and fax it over?
[AGENT][NEUTRAL] Of course, did you need that fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, that is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and do I put it in attention to anyone?
[AGENT][NEUTRAL] Uh, it would be claims department.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right perfect I will go ahead and get that over. Is there a reference number for the call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[AGENT][NEUTRAL] And I'm sorry, just to verify, um, this was for dental correct?
[CUSTOMER][POSITIVE] Correct, yes, mhm.
[AGENT][POSITIVE] OK, OK, just wanted to make sure he does have a medical policy, so wanted to make sure alrighty well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.