AccountId: 011433970860
ContactId: c710cbb1-bd21-4a33-b7a0-d2625074aad4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135960 ms
Total Talk Time (AGENT): 51929 ms
Total Talk Time (CUSTOMER): 46670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/c710cbb1-bd21-4a33-b7a0-d2625074aad4_20250408T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, this is [PII] from Doctor [PII]'s office. I was calling concerning a um outstanding dental claim on a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] 02595683
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And did you say claim status?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes ma'am, I have a claim number.
[AGENT][NEUTRAL] OK, um, what's that number?
[CUSTOMER][NEUTRAL] 3583458
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we are the third party that processes the claims on this account, but we are waiting from the group for confirmation of eligibility. So once we receive that, we'll be able to process the claim.
[CUSTOMER][NEUTRAL] OK, so do I need to do anything or is that something that you're just waiting on you've already um contacted them or they do it automatically?
[AGENT][NEUTRAL] Yeah they they should reach out to us so you shouldn't need to do anything else we've got the claim on file it's just it's just pending until we get that information.
[CUSTOMER][NEUTRAL] OK, alright, um, do I need to check again in a certain time frame or do you know how long that might take?
[AGENT][NEUTRAL] Um, uh, let's see.
[AGENT][NEUTRAL] I'd probably check back. I'd give it maybe another um 7 to 10 business days, and if you haven't heard anything by then, um, please check back.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] Bye