AccountId: 011433970860
ContactId: f9aeb3bf-cd72-4dfb-a18a-f95d1da747d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149309 ms
Total Talk Time (AGENT): 73267 ms
Total Talk Time (CUSTOMER): 48966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f9aeb3bf-cd72-4dfb-a18a-f95d1da747d8_20250121T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a dental office. I am just checking on a claim to see what's going on for processing for payment.
[AGENT][NEUTRAL] OK, I can check on that claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do 02400788.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that and then uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Of this year?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and do you have the billed out?
[CUSTOMER][NEUTRAL] Uh, 196.
[AGENT][NEUTRAL] 196. OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, [PII], what was the name of the provider?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, uh, so we did receive this claim um looks like we are awaiting information from [PII]'s employer, um, and so once we have that information we'll be able to continue processing.
[CUSTOMER][NEUTRAL] OK, uh, what information are we looking for?
[AGENT][NEUTRAL] Did you want that claim number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What information are we working looking for just so I can get this processed.
[AGENT][NEUTRAL] Sure, um, we were just requesting some information from the employer, um, regarding eligibility.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want the claim number for your reference?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, it is 3551.
[AGENT][NEUTRAL] 844.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And just as soon as we're able to get that, then we can continue getting it processed.
[CUSTOMER][POSITIVE] OK perfect I'll mark that down. All right, thank you so much for your help you have a great rest of your day.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, I'm good you have a good day.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.