AccountId: 011433970860
ContactId: cd13373a-d682-4e22-ae79-0b3fffabf26b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160000 ms
Total Talk Time (AGENT): 49304 ms
Total Talk Time (CUSTOMER): 68573 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/cd13373a-d682-4e22-ae79-0b3fffabf26b_20250227T14:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to check on the status of a claim.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with the dental provider.
[AGENT][NEUTRAL] Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do. It is 02313816.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, the patient is going to be [PII]
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And were you needing claim status or benefits?
[CUSTOMER][NEUTRAL] Um, just claim status.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service was that for?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] I'm not sure we ever received that claim. Would you like to fax it?
[CUSTOMER][NEUTRAL] If I can, that would be great. I, I, I mailed it the way I got it or tried to get it to you. Um, what is a good fax number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. And what address did you mail it to?
[CUSTOMER][NEUTRAL] Um, the address is, let me pull that up.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's correct. I'm not sure why we didn't get it.
[CUSTOMER][NEUTRAL] 73124 OK.
[CUSTOMER][NEUTRAL] And do y'all what is your payer ID because I don't have one in.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, alrighty, OK, well I will just try faxing this in and see how it goes.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] All right, thank you so much you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.