AccountId: 011433970860
ContactId: cc117707-b58b-4a81-b770-7a5e7b8e1715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148039 ms
Total Talk Time (AGENT): 57007 ms
Total Talk Time (CUSTOMER): 47178 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/cc117707-b58b-4a81-b770-7a5e7b8e1715_20250312T16:17_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 just wanna check to see if you guys received a claim and.
[CUSTOMER][NEUTRAL] The status of it.
[AGENT][NEUTRAL] Yeah, I can check on that claim for you. Oh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from the provider office.
[AGENT][NEUTRAL] OK, [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] Um, what, oh sorry, 02510118.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Um, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have that bill amount?
[CUSTOMER][NEUTRAL] Um, 303.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And I'm sorry, [PII], what was the name of the provider's office this was with?
[CUSTOMER][NEUTRAL] Pacific Northwest Dental.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so yes, we did receive this claim. Um, it is currently being reprocessed. There was a bit of a hiccup in the system, um, so it is being reprocessed right now, but I did, we did receive it.
[CUSTOMER][NEUTRAL] OK, so do you know when it'll.
[AGENT][POSITIVE] I would say maybe 7 to 10 business days for that process. It may not take quite that long, but I feel like that's a safe.
[CUSTOMER][NEUTRAL] Um, get paid.
[AGENT][NEUTRAL] Estimate.
[CUSTOMER][NEUTRAL] OK, insurance received claim is in process and um can I get your name?
[AGENT][NEUTRAL] Oh yeah, [PII]
[CUSTOMER][POSITIVE] Alrighty, um, OK, that's all I needed thank you for your help.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.