AccountId: 011433970860
ContactId: f4d390c6-9d96-4196-a3a0-508d4c9d1fd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276760 ms
Total Talk Time (AGENT): 75738 ms
Total Talk Time (CUSTOMER): 68348 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/f4d390c6-9d96-4196-a3a0-508d4c9d1fd4_20250625T20:06_UTC.wav
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[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a dental provider's office trying to get um some claim status for a patient.
[AGENT][NEUTRAL] OK, I can help you with the claim status. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII] and the number is [PII].
[AGENT][NEUTRAL] OK, and can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII]. ID number is 02194838.
[AGENT][NEUTRAL] OK, let me look them up real quick.
[CUSTOMER][NEUTRAL] is down the line if I'm working on a different.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and what is the patient's um date of birth is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Data services for [PII].
[CUSTOMER][NEUTRAL] And the charge amount, bear with me one moment.
[AGENT][POSITIVE] Yes, take your time.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 229 with 40 cents.
[CUSTOMER][NEUTRAL] I don't I
[AGENT][NEUTRAL] 22,940.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. Alright, let me put you on a quick hold. I'm gonna look up this claim and I'll be right back with you.
[CUSTOMER][POSITIVE] OK sounds good.
[AGENT][POSITIVE] Thank, thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII] looking on data service of [PII]. I am not finding a claim on file for that date of service.
[CUSTOMER][NEUTRAL] OK, do you guys accept claims by mail or electronic?
[AGENT][POSITIVE] You can send it electronic by mail or fax it, whichever is the most convenient for you.
[CUSTOMER][NEUTRAL] What what's your fax number?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And do I have attention to someone?
[AGENT][NEUTRAL] Just you put attention dental claims.
[CUSTOMER][POSITIVE] OK, excellent thank you so much, [PII], for your help.
[AGENT][POSITIVE] You're so very welcome. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yeah, that is all thank you.
[AGENT][POSITIVE] OK, well, you have a good day and thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.