AccountId: 011433970860
ContactId: af424049-5c8d-4469-ab93-b08d5070b0a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164100 ms
Total Talk Time (AGENT): 48516 ms
Total Talk Time (CUSTOMER): 56758 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/af424049-5c8d-4469-ab93-b08d5070b0a4_20250609T21:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. They're speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get claim status for a claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what is the policy number?
[CUSTOMER][NEUTRAL] 02569285
[AGENT][NEUTRAL] OK, thank you, see, 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] Uh, olden olden facts [PII], excuse me, [PII].
[AGENT][NEUTRAL] Thank you and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, [PII] and it's $440 even.
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[AGENT][NEUTRAL] Uh, let's see and you're calling from?
[CUSTOMER][NEUTRAL] Premier dental Group of Knoxville. Nope, I'm sorry, uh, this is Elite smiles. Sorry, our tax ID changed, we changed names.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] Uh, show the claim was processed and a check was mailed in the amount of $240.20.
[AGENT][NEUTRAL] And this was on.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, OK. [PII]. OK, so that's only about a week ago.
[CUSTOMER][NEUTRAL] So we probably haven't received it yet. Will it have an EOB with it by chance?
[AGENT][NEUTRAL] It would, yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect and it was mailed to the provider correct?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. All right, I'll give it some more time then. uh, thank you so much. Could I have a reference number for our call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name and Day.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] All right, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm