AccountId: 011433970860
ContactId: bb19f618-514f-4cc4-8ec9-3900533f1b52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325859 ms
Total Talk Time (AGENT): 101544 ms
Total Talk Time (CUSTOMER): 92197 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/bb19f618-514f-4cc4-8ec9-3900533f1b52_20250317T16:25_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, by chance, is [PII] available?
[CUSTOMER][NEUTRAL] I was just on the phone with her we got disconnected and she was trying to get some information for for me. Is she available or is that possible?
[AGENT][NEUTRAL] I can see, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Great [PII]. OK, give me one moment.
[AGENT][NEUTRAL] Give me one moment. I'm trying to see if she's available. Um, do you want me to see if I can help you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, uh, no, because when I had, when I was speaking to [PII], I was on the phone, my, my dental, uh, my dental, the people, my dental, uh, office, and they were discussing about a, yeah, it was, it was about a claim that they was going back and forth with, and I was just trying to make sure everything got, she got all information that she needed and the phone just hung up.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Hm, well, that's no good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK let's see.
[AGENT][NEUTRAL] my letters.
[AGENT][NEUTRAL] Uh, I think from.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] One moment I'm just seeing if she's available it's taking a minute. I apologize.
[CUSTOMER][NEUTRAL] That's fine, that's fine.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Or push come to shove, if you, if you can't just have her give me a call back at that number that she has or I can give you my number to leave with her she can call me back.
[AGENT][NEUTRAL] OK. Well, sir, what's your callback number?
[CUSTOMER][NEUTRAL] If that's easier.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Sorry, it came through we work. OK. And it looks like you were, I'm just checking our notes. It looks like you were, you received a bill for data service that she stated we had not received.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Uh, it looks like, what was that [PII] of this year?
[CUSTOMER][POSITIVE] Correct, uh-huh.
[AGENT][NEUTRAL] OK, let me check our notes because it looks like.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Cause what, what I don't understand as far as uh my dental um office, this is twice I've been to them for regular cleaning, just a reg, this ain't no deep cleaning. This is just a regular cleaning and I have been out of pocket every time for my, just a regular cleaning and I don't understand why I'm coming out of pocket.
[CUSTOMER][NEUTRAL] Every time I just go and get a regular cleaning.
[CUSTOMER][NEUTRAL] And that was $146.20 out of pocket.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] And I paid them.
[AGENT][NEUTRAL] Yes sir, and I'm sure it looks like she had um confirmed our mailing address and gave our payer ID so they can submit that claim since we had not received it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So once the provider submits that claim, then we can go back and reprocess it, or we can reprocess or process it since we hadn't received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] So is there anything else you need from me or should I?
[AGENT][NEUTRAL] No, sir. It looks like um
[CUSTOMER][NEUTRAL] Wait for her to talk.
[AGENT][NEUTRAL] Well, I can still have her call you back, but it looks like we're just waiting for the claim to be received from the provider. And like I said, once they submit that claim to us, then we can process. So there is nothing more that we will need from you, it's just mainly from the provider.
[CUSTOMER][POSITIVE] Yeah, correct.
[CUSTOMER][POSITIVE] OK, OK, that sounds good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I sure appreciate your help.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Yes, sir. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, I think that'll be it.
[AGENT][POSITIVE] OK, uh thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Hey you too bye bye.
[AGENT][NEUTRAL] Bye.