AccountId: 011433970860
ContactId: afaf60a1-f482-44c8-9716-2df94a7631c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227229 ms
Total Talk Time (AGENT): 49111 ms
Total Talk Time (CUSTOMER): 95908 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/afaf60a1-f482-44c8-9716-2df94a7631c2_20250116T21:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII] calling from Keter Dental. I was calling to check the status of a claim.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see what we have on file. Uh, we have 604-098.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes ma'am, we received the EOB um for his claim, uh, data service 1210 of 24, and on the back of the EOB it states second notice, uh, we are awaiting information from employer uh association to confirm eligibility upon receipt of this information we will continue to process your claim.
[CUSTOMER][NEUTRAL] So I don't know if you all are waiting for something from his employer.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am, we are waiting on eligibility from his employer.
[CUSTOMER][NEUTRAL] From his employer.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so he would need to contact his employee in reference to the so is um is his policy inactive as of right now or?
[AGENT][NEGATIVE] It's still showing active but haven't received any of the premiums on it since [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, alright, well.
[AGENT][NEUTRAL] So until we get that, we can't process the claim.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much. I'll let Mr. Do know.
[AGENT][POSITIVE] OK, thank you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am, is there a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, what's the name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right, thank you Ms. [PII], you have a great day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.