AccountId: 011433970860
ContactId: e17c0540-9b68-49ad-a2ec-386845c676e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90669 ms
Total Talk Time (AGENT): 40157 ms
Total Talk Time (CUSTOMER): 37007 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/e17c0540-9b68-49ad-a2ec-386845c676e0_20250204T20:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Van He and Dentistry. I got some information in the mail back in regards to a claim, um, so I'm just following up with that.
[AGENT][NEUTRAL] Sure [PII] I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII]. Policy number is 02514686.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth, then I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] You're calling in regards to claim status. What is that claim number that's listed on the information that was sent in the mail to you?
[CUSTOMER][NEUTRAL] It is 355-520-1.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Looks like this claim is currently pending and waiting on eligibility to be verified. It's nothing you have to do or the insured. We're just waiting on the third party administrator to verify eligibility for funds to be released.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect yeah I it said something like that on the back and I honestly just.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][NEUTRAL] And what was your name again? I do apologize. You did say [PII], correct?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Thank you [PII]. Thanks for calling ATL. Have a great day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thanks bye.