AccountId: 011433970860
ContactId: ad42f856-65f9-4ec3-960f-9331bcfde411
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98910 ms
Total Talk Time (AGENT): 35288 ms
Total Talk Time (CUSTOMER): 32506 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/ad42f856-65f9-4ec3-960f-9331bcfde411_20250618T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling to check on a dental claim for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with, uh, you say claim status?
[CUSTOMER][NEUTRAL] Yes, for dental.
[AGENT][NEUTRAL] OK. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] It's 02558126.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And, and what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] That is for.
[CUSTOMER][NEUTRAL] [PII] for $543.
[AGENT][NEUTRAL] Uh, it looks like we received the claim 6-10-2025 and paid it on 6-13-2025 and that was paid at 24,720 single check.
[CUSTOMER][NEUTRAL] OK, so we probably just haven't gotten it yet.
[CUSTOMER][NEUTRAL] Alright, is there a reference number for my call?
[AGENT][NEUTRAL] A reference number is my name, [PII], first initial to last name, D as [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Hey thanks for calling APL. Have a great day.