AccountId: 011433970860
ContactId: c7401e25-5108-40eb-a0fd-4c006fb6ee54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248679 ms
Total Talk Time (AGENT): 91792 ms
Total Talk Time (CUSTOMER): 69269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c7401e25-5108-40eb-a0fd-4c006fb6ee54_20250429T14:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to check on the status of a dental client, please.
[AGENT][NEUTRAL] OK, well, I can help you with the claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I'm calling with Milltown Family Dental.
[AGENT][POSITIVE] And then may I have a, oh I'm sorry.
[CUSTOMER][NEUTRAL] And found
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. And the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, it's 000002498731.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The member is [PII].
[CUSTOMER][NEUTRAL] To let know
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Um, for him, the subscriber is [PII], but this claim is for his wife [PII].
[AGENT][NEUTRAL] OK. And then her date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And then may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Yes ma'am, the date of service is [PII] and the total is, let me get over here, I can't do that my head was um.
[CUSTOMER][NEUTRAL] $527.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so I just located the claim. It's coming up now. Hold on one moment.
[AGENT][NEUTRAL] And what is the name of the provider on the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so I'm trying to received the claim on [PII].
[AGENT][NEUTRAL] Claim number is 3584324.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And also on the [PII], it finished processing and there's a payment of $217.20 coming to you all. Um, it was just mailed out, uh, well, it would have been [PII] this morning.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and the check number is 2,041,270.
[CUSTOMER][NEUTRAL] 270. OK, so the amount is 21,720.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, and do you have a reference number?
[AGENT][NEUTRAL] So there's no call reference number, um, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] For this car.
[CUSTOMER][NEUTRAL] OK, and your first name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] And in today's OK, alright, thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, I've got it that's all.
[AGENT][POSITIVE] All right, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.