AccountId: 011433970860
ContactId: dc0f277b-8c34-44c8-a1e5-95e6207fcc70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 777869 ms
Total Talk Time (AGENT): 116857 ms
Total Talk Time (CUSTOMER): 86181 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/dc0f277b-8c34-44c8-a1e5-95e6207fcc70_20250619T13:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Marriott Dental in [PII]. I'm calling to inquire for an EOB for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims, Miss. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 1121142.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's for data service [PII] and the amount that was billed.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Uh 2350.
[AGENT][POSITIVE] OK, thank you. Let me see if I can find that here.
[CUSTOMER][NEUTRAL] Have the check number if you need it you guys paid a certain amount.
[AGENT][NEUTRAL] OK, um, it's OK, and you don't have a claim number, do you?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, let me check this one moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I think I found the claim number if you want it.
[AGENT][NEUTRAL] OK, if you don't mind.
[CUSTOMER][NEUTRAL] 350-1452 looks like it.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Yeah, we have several lins for that day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this one is a little bit higher. Um, is it for 6,445?
[CUSTOMER][NEUTRAL] Well, I the only one I need is the one that you guys paid for.
[AGENT][NEUTRAL] It has 2 days of service. It's [PII] July. OK, yeah, so this is not it. Um, bear with me. Yeah, let me keep pulling the rest.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] Because the one we have is the one just saying she's responsible for all of that, the 6,445, not the one that you guys paid for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. One moment.
[AGENT][NEUTRAL] OK, let me go ahead and pull it up a different way.
[AGENT][NEUTRAL] Yes, that I cannot get an EOB. Um, do you mind holding for me? And do you need this ELB fax, Ms. [PII]?
[CUSTOMER][POSITIVE] Sure, no problem.
[CUSTOMER][POSITIVE] Yes please mhm.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, right, one moment, let me see if I can just pull that image a different way, OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Ms. [PII]. OK, I have sent out a request. I cannot get the image. It's not coming up for me. I do apologize. So I sent the request for, um, for it to be, uh, created, and I can go ahead and send it once I get it, OK?
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much. I appreciate it.
[AGENT][POSITIVE] OK. You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that is all. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm