AccountId: 011433970860
ContactId: bdd909b3-ac37-4e74-83a5-343e6f3f7571
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117559 ms
Total Talk Time (AGENT): 38688 ms
Total Talk Time (CUSTOMER): 39660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/bdd909b3-ac37-4e74-83a5-343e6f3f7571_20250428T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from a dental provider's office and I'm trying to follow up on a claim to see um if you've received it and what the status is.
[AGENT][NEUTRAL] OK. Happy to check on a claim. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 02579705
[AGENT][POSITIVE] All right, thank you. Let me pull that up here.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and then data service?
[CUSTOMER][NEUTRAL] 2725 and the amount of $292.
[AGENT][POSITIVE] All right, thank you so much. Let me take a look here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, so it looks like for [PII] no claims on file data service 2725.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Is there a way that I might can um fax or email it over instead of through the dental exchange since it's not coming through?
[AGENT][NEUTRAL] Yeah, you can do a fax. I can give you the fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's that please?
[AGENT][NEUTRAL] Alright, fax number is gonna be 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Perfect I'll try that thank you so much for your help today you have a great day.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.