AccountId: 011433970860
ContactId: ecc443d3-f811-4a9c-b8e5-c560217d874b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283579 ms
Total Talk Time (AGENT): 81594 ms
Total Talk Time (CUSTOMER): 74470 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/ecc443d3-f811-4a9c-b8e5-c560217d874b_20250212T15:40_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I need to see if you've received a claim please.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02536557.
[AGENT][NEUTRAL] 655. What was the last number?
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] 7. OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the [PII], I think I just butchered that, but [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'll admit it.
[AGENT][NEUTRAL] I know I couldn't pronounce it either, so and you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, please, for um.
[AGENT][NEUTRAL] All right, what's the date of service?
[CUSTOMER][NEUTRAL] [PII] for $330.
[AGENT][NEUTRAL] What year?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] Are you with your dental provider's office, [PII]?
[CUSTOMER][NEUTRAL] Uh, Doctor [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the claim was processed. It says this is a dental only policy. There are no medical benefits.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] You know this is a dental policy.
[AGENT][NEUTRAL] This is for an office visit. Let me see. Give me a second. They do, they do have a medical policy. Hold on a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number for the medical policy is 253 or 0253.
[CUSTOMER][NEUTRAL] Oh hang
[CUSTOMER][NEUTRAL] 253.
[AGENT][NEUTRAL] 6553.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Look under that one.
[AGENT][NEUTRAL] OK, so what we need to do is just move that under the the um.
[AGENT][NEUTRAL] Under the medical policy mhm to be processed, yeah.
[CUSTOMER][NEUTRAL] Oh, you'll move it over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get a reference and I'll update it in our um account as or hurt their account here as well with that policy number because I think they just gave us their dental card.
[AGENT][NEUTRAL] And so
[AGENT][NEUTRAL] I think so. Um, you'll use my name in today's date as your reference [PII] and first initial last name is [PII] and we'll request that be that claim be uh moved under the medical plan for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. Thank you so much.
[AGENT][NEUTRAL] All right, [PII], any other questions that I can help out with today?
[CUSTOMER][NEUTRAL] Um, not at this time. I do appreciate your help though.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.