AccountId: 011433970860
ContactId: bdbaf12e-ab2a-4483-b2de-7496137caf35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296920 ms
Total Talk Time (AGENT): 74782 ms
Total Talk Time (CUSTOMER): 73621 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/bdbaf12e-ab2a-4483-b2de-7496137caf35_20250319T14:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I'm calling from Vogel Family Dentistry calling to get a status of a claim.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], it's [PII]
[CUSTOMER][NEUTRAL] And phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure it is [PII].
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social?
[CUSTOMER][NEUTRAL] Uh, I think that actually is his social.
[AGENT][NEUTRAL] OK. What's that number again? I can pull them up by the social.
[CUSTOMER][NEUTRAL] Um, OK, sure, it is [PII].
[AGENT][NEUTRAL] OK, and please verify his name and date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][NEUTRAL] OK. And would you like his policy number?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Um, his policy number is 00987064.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. No problem. And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Um, data service is 2325 and total bill charges is 1,864.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, thanks for your patience. And when was the claim submitted?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] When was it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, on 2425.
[AGENT][NEUTRAL] OK, I apologize. I'm not showing that claim on file.
[CUSTOMER][NEUTRAL] OK, so the.
[CUSTOMER][NEUTRAL] This is kind of a two part claim because the 23 data service was the seat date for the crown and then but all the work was done on [PII]. I don't, I mean it's just which way.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If that makes any difference or not.
[AGENT][NEUTRAL] And it was still submitted on that same date of service.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Yeah, and I'm not showing, um, actually I'm not showing any claims submitted um this year.
[CUSTOMER][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] Um, OK, um, can I, is there a way I could fax that to you?
[AGENT][NEUTRAL] Um, yes, ma'am. Our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, please attention it to the claims department and be sure to use the policy number that I gave you.
[CUSTOMER][NEUTRAL] Sure, yep, I'll update that in our system.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Um, no, that is everything, thank you so much.
[AGENT][POSITIVE] OK, thank you, Casey, for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Mhm thank you.