AccountId: 011433970860
ContactId: e3832e8c-5acf-4b7f-9ad1-262f9a78352b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175460 ms
Total Talk Time (AGENT): 62389 ms
Total Talk Time (CUSTOMER): 53789 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e3832e8c-5acf-4b7f-9ad1-262f9a78352b_20250219T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling on behalf of Bailey Dental Group, and I have an explanation of benefits in front of me on a claim, and I'm just looking to get more information, please.
[AGENT][NEUTRAL] OK, I can help you with your um claim Miss [PII], I mean [PII], I'm sorry, and what is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] [PII] is the name.
[CUSTOMER][NEUTRAL] Uh, let me pull it up really quick. Date of birth is gonna be [PII].
[CUSTOMER][NEUTRAL] And the reference number is 02466415.
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then do you have the claim number?
[CUSTOMER][NEUTRAL] Uh, yes, that is 356-084-1.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, so the policy is pending eligibility from benefits and.
[AGENT][NEGATIVE] Hard
[AGENT][NEUTRAL] So once we get the eligibility, uh, we can reprocess.
[AGENT][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK, so benefits in the card is that like who her employer went through is like a third party?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Or I don't, I, OK.
[AGENT][NEUTRAL] Right, uh, yes ma'am, so once we get that um information from benefits in the card which is through her employer, then we can rep.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Process the claim.
[CUSTOMER][POSITIVE] OK, wonderful.
[AGENT][NEUTRAL] For eligibility for that week.
[CUSTOMER][POSITIVE] OK, um, alright, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a great day and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Thanks mhm bye bye.
[AGENT][NEUTRAL] Bye-bye, [PII].