AccountId: 011433970860
ContactId: ea80474e-eb98-4783-8eeb-e946c30780cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166619 ms
Total Talk Time (AGENT): 69677 ms
Total Talk Time (CUSTOMER): 39423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ea80474e-eb98-4783-8eeb-e946c30780cd_20250205T17:49_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I was checking on a claim.
[AGENT][NEUTRAL] OK, uh, sure, I can assist you with claims and this is your personal policy or you're calling from a provider's office?
[CUSTOMER][NEUTRAL] Um, provider's office.
[AGENT][NEUTRAL] OK. May I have your name and the callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII] and where are you calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]'s office.
[AGENT][NEUTRAL] I'm sorry, I didn't get that. Can you repeat it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 752848
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. And what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see. And this is for dental?
[CUSTOMER][NEUTRAL] It's for what?
[AGENT][NEUTRAL] Dental.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look into this claim. One moment.
[AGENT][NEUTRAL] OK, looks like we recently processed this claim again. Um, was it for 1110 and 274?
[CUSTOMER][NEUTRAL] 110.
[AGENT][NEUTRAL] Brophy.
[CUSTOMER][NEUTRAL] 0102 yeah for cleaning, yes.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, we processed this on yesterday and we send out a check today of $89 to the provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it should be on the way.
[CUSTOMER][POSITIVE] All right, that's what we're checking on thank you very much.
[AGENT][NEUTRAL] And you're welcome. Is there anything else I may help you with today? Do you need the claim number or any other information?
[CUSTOMER][POSITIVE] Um, no, I got the, yeah, that, that's it. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye