AccountId: 011433970860
ContactId: cf678076-f5bd-4365-864c-1264c8849ca2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326940 ms
Total Talk Time (AGENT): 111440 ms
Total Talk Time (CUSTOMER): 100944 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/cf678076-f5bd-4365-864c-1264c8849ca2_20250131T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Orchtra Dental.
[CUSTOMER][NEUTRAL] I'm calling to check the status of a claim.
[CUSTOMER][NEGATIVE] I don't have anything coming up though.
[AGENT][NEUTRAL] May I have a callback number please?
[CUSTOMER][NEUTRAL] Sorry about that. I'm trying to multitask here. I don't see anything else.
[AGENT][NEUTRAL] May I have a callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Because you guys are the only one that I've been here it is.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, just use the new chart 1,777,790.
[AGENT][NEUTRAL] It's 1,777,790.
[CUSTOMER][NEUTRAL] Yeah, but she's gonna need uh she's gonna need mhm.
[AGENT][POSITIVE] That's 4 7s, correct.
[CUSTOMER][NEUTRAL] 1234 yep.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00, she can see oh I.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 7189.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm gonna
[AGENT][NEUTRAL] You're calling in for status. May I please have the date of service and the total bill?
[CUSTOMER][NEUTRAL] But I, I, I don't have
[CUSTOMER][NEUTRAL] 1925 $1580.
[AGENT][POSITIVE] Thank you, and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] You had a
[CUSTOMER][POSITIVE] I'm sorry
[AGENT][NEUTRAL] OK, and I did pull that claim up for you and it does show that we received that claim on 122 of 25. It was processed on 127 of 25. That claim number is showing 3555986. It does show that with this claim, we processed and made a payment in the amount of $612.
[CUSTOMER][NEUTRAL] Alright, and was that a paper check?
[AGENT][NEUTRAL] Yes, that is a paper check.
[CUSTOMER][NEUTRAL] And then for data service 12 1924.
[CUSTOMER][NEUTRAL] Do you know if that was paid out on that same check or not or if that one was paid out on a different date?
[AGENT][NEUTRAL] There will be a different check.
[AGENT][NEUTRAL] And it's 12:19?
[CUSTOMER][NEUTRAL] 12 1924 mhm.
[CUSTOMER][NEUTRAL] Um, $249.
[AGENT][NEUTRAL] Let me see if we have that claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so for that claim.
[AGENT][NEUTRAL] We received that one on [PII] and it was processed on 13 of 25.
[AGENT][NEUTRAL] That claim number is 3547493. That claim shows that it was also processed and a payment in the amount of.
[AGENT][NEUTRAL] $191.20.
[CUSTOMER][NEUTRAL] Alright, and that was a paper check as well.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And when has that check been sent out yet?
[AGENT][NEUTRAL] Yes, they both were sent out the.
[AGENT][NEUTRAL] Dates that they were sent out would be the processing date, which would be [PII] and the other one was sent out on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Did you need to verify if the mailing address was correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For the office for like where the check is coming?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, could you verify that mailing address for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is the correct mailing address.
[CUSTOMER][POSITIVE] All right, um, no problem then thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that was all thanks.
[AGENT][POSITIVE] Well, thank you so much [PII] for verifying the policy and calling American Public Life. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you, bye.