AccountId: 011433970860
ContactId: b79fbeb1-ebcc-43a8-9e9f-a801743be966
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168940 ms
Total Talk Time (AGENT): 91080 ms
Total Talk Time (CUSTOMER): 40368 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b79fbeb1-ebcc-43a8-9e9f-a801743be966_20250218T17:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I just wanted to check on a patient's dental claim to see if you guys had received it.
[AGENT][POSITIVE] Yes ma'am. I'll be glad to help you. Go and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02308706.
[AGENT][POSITIVE] Alright, [PII], thank you so much for that information and while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, [PII], thanks so much for all that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What looks like [PII] is the insured on this dental plan and you did say you want to check status of a claim. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII], thanks for that. Now, hold on, let me do some checking. Let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Bear with me too, [PII], because my computer is slow today.
[AGENT][POSITIVE] So bear with me. All right. Thank you, ma'am.
[CUSTOMER][POSITIVE] No, you're totally fine.
[AGENT][NEUTRAL] Yeah, it, it thinks today's Monday again.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see, all right, it's moving. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That day the service was 2:10.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Well, it was because there we go. So what's coming up now stop. OK, let's see, 210. Yes, ma'am, it looks like we do have your claim in and just received it in [PII], so that yesterday we just received it in, but we do have it, so yes ma'am, we do have your claim in house. I just leave, you know, give it 5 to 10 working days before you receive it back.
[CUSTOMER][POSITIVE] Oh awesome.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome. Not a problem. Thank you so very much.
[AGENT][NEUTRAL] OK. Well, yes, ma'am. [PII], and is that all I can help answer for you today?
[CUSTOMER][POSITIVE] No, that'll do it. You're good.
[AGENT][POSITIVE] Alrighty, [PII], well thanks so much and thanks for calling APO. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Mm. Bye-bye.