AccountId: 011433970860
ContactId: fc1ba017-491c-412c-a67d-22e7429f95ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136889 ms
Total Talk Time (AGENT): 41042 ms
Total Talk Time (CUSTOMER): 38635 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/fc1ba017-491c-412c-a67d-22e7429f95ad_20250611T16:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I need to get a claim status for a patient.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, 025.
[CUSTOMER][NEUTRAL] 82525.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, my cell phone [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Sure, um, it's [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Um, [PII], and it should be for [PII].
[AGENT][NEUTRAL] OK, one moment, and this is for dental?
[CUSTOMER][NEUTRAL] Yes, dental.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Affordable dentures and implants.
[AGENT][NEUTRAL] OK, see.
[AGENT][NEUTRAL] Uh, show the claim process as service were rendered after the policy was terminated.
[CUSTOMER][NEUTRAL] OK, um, can I have a reference number for the call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.