AccountId: 011433970860
ContactId: c60d388e-f2d4-43f6-8954-d8d316c71776
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184940 ms
Total Talk Time (AGENT): 78779 ms
Total Talk Time (CUSTOMER): 73406 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/c60d388e-f2d4-43f6-8954-d8d316c71776_20250116T17:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My name is [PII]. Um, I had some dental work done on [PII], and that was like six weeks ago, and I'm getting a bill from my dentist for $79 and uh I'm just trying to figure out.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Why I owe the $79 I guess.
[AGENT][NEUTRAL] OK, I can check and see if we received that claim, Ms. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] The one
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] No, I don't have
[CUSTOMER][NEUTRAL] No, I don't have it.
[AGENT][NEUTRAL] OK, let me do a name search. Bear with me.
[AGENT][NEUTRAL] And the last name is [PII]
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, and the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have your address, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII] and that's in [PII].
[AGENT][NEUTRAL] OK, thank you. And I need um your date of birth and the email address for verification.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Date of birth is [PII] uh.
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] What they need
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what is the date of service for that charge?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah. We have not received that claim.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Mm, we have not received that claim. The last claim we um received in the process, um, was for the date of service of [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's just weird. Why would they give me a bill?
[CUSTOMER][NEUTRAL] For $79.
[AGENT][NEUTRAL] Mhm. All they need to do is just go ahead and send us the claim. You can call them and let them know that we have not received the claim to go ahead and submit it.
[CUSTOMER][NEGATIVE] You mean after 6 weeks they haven't sent in the, oh God.
[AGENT][NEUTRAL] Mm we have not received the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I'll give him a call then.
[AGENT][POSITIVE] All right. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, no, that's it thanks.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling ATL. Have a good day.