AccountId: 011433970860
ContactId: f9432cc3-a54b-42bb-bb8c-b972fd40cc53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 608039 ms
Total Talk Time (AGENT): 100394 ms
Total Talk Time (CUSTOMER): 75229 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/f9432cc3-a54b-42bb-bb8c-b972fd40cc53_20250314T20:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, hello, [PII]. This is [PII] from Cleveland Dental Institute.
[AGENT][POSITIVE] Hi, I'm. How are you doing today?
[CUSTOMER][POSITIVE] So far so good. How are you doing?
[AGENT][POSITIVE] I'm doing good.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][POSITIVE] Good to know.
[CUSTOMER][NEUTRAL] Um, I'm actually calling you to check a claim status to check if it's paid or not.
[AGENT][POSITIVE] OK. I can help you.
[AGENT][NEUTRAL] Status of me. What is your call back number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] The member ID is 02330433.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Name?
[CUSTOMER][NEUTRAL] I'm sorry your voice is cutting. What did you say?
[AGENT][NEUTRAL] The member's name?
[CUSTOMER][NEUTRAL] The member name is [PII].
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] OK, and then what is the data service?
[AGENT][NEUTRAL] And the chart account.
[CUSTOMER][NEUTRAL] Um, February
[CUSTOMER][NEUTRAL] OK. It's [PII], and the bill amount is $75.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I will be right back.
[CUSTOMER][POSITIVE] Take all the time you need, no problem.
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ama [PII]. um, I've got the claim pulled up. The claim number is.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 357-301-0.
[AGENT][NEUTRAL] It paid $20.
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] With check number 2031596.
[AGENT][NEUTRAL] And the $20 was paid because a portion of the benefit was applied to the calendar year deductible.
[CUSTOMER][NEUTRAL] Can you, uh, will you be able to fax me the UB?
[AGENT][NEUTRAL] Yes, I can fax you the EOB. Can you give me your fax number please?
[CUSTOMER][NEUTRAL] Yes, it's 937.
[CUSTOMER][NEUTRAL] 759
[CUSTOMER][NEUTRAL] 9083.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], I have not forgot about you, but my computer is being very slow right now.
[CUSTOMER][NEUTRAL] I about to
[AGENT][NEUTRAL] I just wanted to let you know that I'm sending.
[CUSTOMER][POSITIVE] Thank you for the update. Take your time.
[AGENT][POSITIVE] You're welcome, thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] There we go.
[AGENT][NEUTRAL] OK, I've got that fax it has just sent to you it should be there any moment.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all. Thanks.
[AGENT][POSITIVE] Oh, OK, you're welcome. Have a great weekend and thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Likewise. Bye. Bye.