AccountId: 011433970860
ContactId: fc6b3183-e6ef-450e-b1d7-64b8176a6513
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450290 ms
Total Talk Time (AGENT): 88183 ms
Total Talk Time (CUSTOMER): 63628 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/fc6b3183-e6ef-450e-b1d7-64b8176a6513_20250422T13:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to check on the status of a dental claim, please.
[AGENT][POSITIVE] Yeah, of course, I can help you with claim status.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, it is 00.
[CUSTOMER][NEUTRAL] 0002.
[CUSTOMER][NEUTRAL] 498731
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then can I get your name, please?
[CUSTOMER][NEUTRAL] Mhm I'm [PII]
[AGENT][NEUTRAL] OK. All right. And then patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what provider's office are you calling from?
[CUSTOMER][NEUTRAL] Milltown Family Dental Doctor [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like we have one claim on file for her.
[AGENT][NEUTRAL] And that's the 358-432-4.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That the claim number what did.
[AGENT][NEUTRAL] Oh, yes, ma'am. It's 358.
[AGENT][NEUTRAL] 432 4.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, and it looks like this is still processing.
[CUSTOMER][NEUTRAL] OK, uh, is there anything we can do to.
[CUSTOMER][NEUTRAL] Uh, get it
[CUSTOMER][NEUTRAL] Processed, I mean, are you needing anything or missing anything?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let me see, I'm gonna look a little bit further into this and see if there's anything you guys could do.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, do you mind if I just put you on a brief hold?
[CUSTOMER][NEUTRAL] Like that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, thank you for holding.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, so it looks like we're weighing eligibility from the employers' group.
[AGENT][NEUTRAL] Um, once we receive the claim, will, it will be processed according to the benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's great and so is there a number uh that.
[CUSTOMER][NEUTRAL] I can get them to call or?
[AGENT][NEUTRAL] Um, I do have a number. It's.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] Um, for the group it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] 6, OK.
[CUSTOMER][POSITIVE] All right, thank you so much and I do appreciate it.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Oh, of course. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye bye.