AccountId: 011433970860
ContactId: adda079f-8eab-442c-83b1-0eba009fb474
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351829 ms
Total Talk Time (AGENT): 119311 ms
Total Talk Time (CUSTOMER): 130848 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/adda079f-8eab-442c-83b1-0eba009fb474_20250409T22:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and the first initial to my last name is [PII]. I'm calling from a dental office and I was just calling to check on the status of a claim for a patient, please.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with the claim. Can I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, so the callback number is [PII] and it's direct. There's no extension.
[CUSTOMER][NEUTRAL] And it's the Clifton Dental Care.
[AGENT][NEUTRAL] Number.
[CUSTOMER][NEUTRAL] I'm sorry, I think the phone cut out. I didn't hear you.
[AGENT][NEUTRAL] Uh, yes, ma'am. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Out there.
[CUSTOMER][NEUTRAL] Sure, so policy number is 9130094991.
[CUSTOMER][NEUTRAL] And it's for Yapo Coffee.
[CUSTOMER][NEUTRAL] And Yapa's date of birth is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, can you hear me? I'm sorry, I think it's cutting out. Yes, I can.
[AGENT][NEUTRAL] Yes, hi, can you hear me now? Yes, I'm sorry that it did cut out. OK. Uh, just know if it does that again, it, I will be back. It's just doing its thing today. OK. All right. And then what is the, uh, again, the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, um, policy number is 9130094991 and the patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy number real quick. That doesn't look like it's one of ours, but I'm gonna try.
[CUSTOMER][NEUTRAL] Oh goodness. OK, let me go back and see if I have a copy of his insurance card. Let me see.
[AGENT][NEUTRAL] Yeah, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Oh, OK. I do see um 025.
[CUSTOMER][NEUTRAL] 74076, is that more like it?
[AGENT][POSITIVE] Yeah, that better.
[CUSTOMER][POSITIVE] Oh my goodness. Oh, OK.
[AGENT][NEUTRAL] 574-076.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh goodness. OK.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] Um, that was
[CUSTOMER][NEUTRAL] Well then I'm guessing you guys don't have the oh sorry go ahead.
[AGENT][NEUTRAL] You, you said that policy number was 02574076?
[CUSTOMER][NEUTRAL] 02574076 uh huh 02574076 yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then what was the data service and the charge amount?
[CUSTOMER][NEUTRAL] Um, data service is [PII] and it was 169.
[CUSTOMER][NEUTRAL] I don't know how we had the wrong ID number. Goodness gracious.
[AGENT][NEUTRAL] OK, let me see if I can pull that data service up real quick and get you some answers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, and one.
[AGENT][NEUTRAL] Be the charge amount.
[CUSTOMER][NEUTRAL] Um, it was [PII] [PII] total charge was 169.
[AGENT][NEUTRAL] 169. OK, that's what I'm showing. Alright, let me look this up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And the name of the facility you're, you said was Clifton Dental. Can you give me the doctor's name?
[CUSTOMER][NEUTRAL] Sure. It's Dr. [PII] and then it's [PII]
[AGENT][POSITIVE] Yes, thank you so much.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] OK, it looks like the $169 was paid. Um, it's going to be with check number 2036063. I'm gonna check on that check and see if it's still outstanding.
[CUSTOMER][POSITIVE] Oh, great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It is still outstanding. It was sent on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, yeah, OK, so I'll give it more time. All right, well thank you so much for checking on that you've been so helpful, so thank you for your help today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. I really do appreciate it.
[AGENT][POSITIVE] You're welcome. You have a great night and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.