AccountId: 011433970860
ContactId: e0c1041c-dfae-4b57-a123-768e7b008391
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130979 ms
Total Talk Time (AGENT): 61218 ms
Total Talk Time (CUSTOMER): 34812 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/e0c1041c-dfae-4b57-a123-768e7b008391_20250325T14:38_UTC.wav
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[AGENT][NEUTRAL] For contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check status on a dental claim, please.
[AGENT][NEUTRAL] I can help with the claim and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII], and I'm calling from Laurel Dentistry.
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Um, I have 1972555.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. I just need a callback number while I'm looking this up, please.
[CUSTOMER][NEUTRAL] Um, sure. It's [PII].
[AGENT][NEUTRAL] Thank you. Now what date of service are we looking for for [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] An extraction, sev several extractions. Is that correct?
[CUSTOMER][POSITIVE] Um, correct.
[AGENT][NEUTRAL] OK, let's see what we have here.
[AGENT][NEUTRAL] OK, so it looks like it looks like your claim number is 357.
[AGENT][NEUTRAL] 3416.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It looks like we uh received your claim.
[AGENT][NEUTRAL] On the [PII] and we processed it on the [PII].
[AGENT][NEUTRAL] Now, uh,
[CUSTOMER][NEUTRAL] OK. And
[AGENT][NEUTRAL] Right, now there, there's a check for $994.40 that is being sent to you.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] And it's sent to the provider versus the patient, correct?
[AGENT][NEUTRAL] Uh, let's see, that is correct, yes.
[CUSTOMER][NEUTRAL] OK. Do you have a check number?
[AGENT][NEUTRAL] Yes, it's 203.
[AGENT][NEUTRAL] 1828.
[CUSTOMER][NEUTRAL] OK. And a reference number to our call today, [PII]?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference. [PII], is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] Um, no, that'll be it. Thank you for your time today. Have a great day.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Thanks for contacting if you have a