AccountId: 011433970860
ContactId: c1b0febc-1d29-4610-bce9-9d6493d4b845
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135869 ms
Total Talk Time (AGENT): 36316 ms
Total Talk Time (CUSTOMER): 66203 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c1b0febc-1d29-4610-bce9-9d6493d4b845_20250204T20:27_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Northern Oral Surgeons in [PII]. I'm checking, looking to see if I could check on the claim.
[AGENT][NEUTRAL] I'm sorry, I cannot hear you.
[CUSTOMER][NEUTRAL] I'm calling from Northern Oral Surgeons in [PII]. I'm looking to check on a claim.
[AGENT][NEUTRAL] OK, do you have me on speaker?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, because I could barely hear you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's better. And your name?
[CUSTOMER][NEUTRAL] OK. uh [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, policy number I have 1580719.
[AGENT][NEUTRAL] And I get a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for that information. You said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the date of service in charge?
[CUSTOMER][NEUTRAL] Uh, one second here.
[CUSTOMER][NEUTRAL] It it'll be for [PII].
[AGENT][NEUTRAL] A dental claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing a date of service of [PII] for [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Let me take a look here.
[CUSTOMER][NEUTRAL] And then can I just confirm that we're sending it off to the right spot here?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright, I have [PII].
[CUSTOMER][NEUTRAL] And then that's [PII], uh, zip code [PII].
[AGENT][NEUTRAL] What state do you have?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm. That's correct. That's correct.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] All right, I will go, no, that'll be it thank you.
[AGENT][POSITIVE] Oh, you're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.