AccountId: 011433970860
ContactId: f929fb4f-58fa-4f95-ab8a-935ca40d16cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142449 ms
Total Talk Time (AGENT): 48345 ms
Total Talk Time (CUSTOMER): 47394 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/f929fb4f-58fa-4f95-ab8a-935ca40d16cc_20250116T14:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from A and Dental.
[AGENT][NEUTRAL] And may I ask who's calling?
[CUSTOMER][NEUTRAL] I was trying to
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02481729.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEGATIVE] Well, um, we sent the claim for [PII] and didn't get paid.
[AGENT][NEUTRAL] OK. So you were needing claim status. I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] Yes, I guess so. They service 1217 24.
[AGENT][NEUTRAL] OK, that was paid on [PII], so you probably haven't gotten it yet.
[CUSTOMER][NEUTRAL] So there is out of network benefits?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK, and uh, um, can, can I get a breakdown of the benefits faxed to us?
[AGENT][NEUTRAL] Yes, ma'am, I can fax you the benefits. What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The same as the telephone number?
[CUSTOMER][NEUTRAL] Oh no, I'm sorry, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That'll be it thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.