AccountId: 011433970860
ContactId: bed918fe-fafc-4be7-8e79-dc691235de84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171869 ms
Total Talk Time (AGENT): 75229 ms
Total Talk Time (CUSTOMER): 43808 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/bed918fe-fafc-4be7-8e79-dc691235de84_20250625T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check on the status of a dental claim.
[AGENT][NEUTRAL] Sure, I can check on that claim for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 608-119
[AGENT][NEUTRAL] All right. And then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that uh what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then do you have that uh billed amount?
[CUSTOMER][NEUTRAL] It is $172.
[AGENT][POSITIVE] OK perfect thank you uh one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I'm sorry, you did say that date of service was [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I'm not showing that we've received a claim for that date of service.
[CUSTOMER][NEUTRAL] Alright, is uh the electronic ID 60801?
[AGENT][POSITIVE] Yes, that is correct. Um, I've also got a mailing address and a fax number I can give you.
[CUSTOMER][NEUTRAL] What's the mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And the fax number?
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and you can fax claims to this number?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] OK all right well thank you so much for your time I appreciate it.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, that's gonna be all.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.