AccountId: 011433970860
ContactId: e6a9927b-b66a-4f7a-8436-d17795570cb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 561299 ms
Total Talk Time (AGENT): 92787 ms
Total Talk Time (CUSTOMER): 137052 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e6a9927b-b66a-4f7a-8436-d17795570cb1_20250319T13:54_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling on behalf of my provider at a dental office. It's this is in regards to a patient. We got a statement in the bill saying that it's a duplicate payment.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we just wanted to know if you all could email or mail out the original statement showing where it was paid.
[AGENT][NEUTRAL] OK, let me to get a take a look at that for you. So could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes ma'am, that's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02558891.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the date of service in question?
[CUSTOMER][NEUTRAL] The data service is [PII].
[AGENT][NEUTRAL] OK, let me get that pulled up.
[CUSTOMER][NEUTRAL] I do take I don't know what to say.
[CUSTOMER][NEUTRAL] So do you think uh it's because the exposure.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] I don't know, but I said I, you know, you can mash it about 5, it'll 5 times it finally work. I mean it hadn't happened with it, but it happened with me. It happened with hasn't happened with [PII] or anybody happened a couple of times, so and we'll see, um, what I'm gonna do. I'm gonna clean the trigger really good.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And then use the alcohol but never finish.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] $230.
[AGENT][NEUTRAL] And the name of the provider?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I did show.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, hold one moment please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And who
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 3065.
[AGENT][NEUTRAL] What's the point, like, oh.
[AGENT][NEUTRAL] dental.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding I apologize for the wait. OK, I can send over a um explanation, a copy of the explanation of benefits showing the payment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um, are you able to email it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what I live with so.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK hold on a moment.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So for a while.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] I don't know so.
[CUSTOMER][NEUTRAL] Man
[CUSTOMER][NEUTRAL] [PII] for.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mm, hold one moment, I can't email that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] that's.
[AGENT][NEUTRAL] I'm sorry my system's running slow but it's pulling up.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and what is that email address?
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, today's [PII].
[AGENT][NEUTRAL] [PII]. OK, that, uh, copy of that explanation of benefits is on its way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am, and that just includes the statement showing where it was paid already, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much. That was all I needed.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.