AccountId: 011433970860
ContactId: ff395178-5e07-46f5-9cab-7d29d100c26b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319140 ms
Total Talk Time (AGENT): 100442 ms
Total Talk Time (CUSTOMER): 93212 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/ff395178-5e07-46f5-9cab-7d29d100c26b_20250404T16:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a provider's office just trying to get some information on a claim for data service.
[AGENT][NEUTRAL] OK, I can help you with that. uh [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 00613879.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you are calling again for.
[CUSTOMER][NEUTRAL] For a dental claim for data service [PII].
[AGENT][NEUTRAL] OK, stat
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Yep, build amount of 296.
[AGENT][NEUTRAL] 6 OK, let me get that pulled up.
[AGENT][NEUTRAL] And the total bill is 296.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show the claim was processed. Uh, it looks like we made a payment of $129.
[AGENT][NEUTRAL] Uh, claim paid on [PII].
[CUSTOMER][NEUTRAL] OK, was it a paper check EFT?
[AGENT][NEUTRAL] It was a paper check.
[CUSTOMER][NEUTRAL] Virtual
[CUSTOMER][NEUTRAL] OK and um is there a check number?
[AGENT][NEUTRAL] Yes, check number is 2031265.
[CUSTOMER][NEUTRAL] OK, and also a claim number?
[AGENT][NEUTRAL] Claim number is.
[AGENT][NEUTRAL] 3572433.
[CUSTOMER][NEUTRAL] OK. And was it a single payment of 129 or was it a bulk payment?
[AGENT][NEUTRAL] It was a single payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And did that go to the [PII] or did it go to the billing address of [PII]?
[AGENT][NEUTRAL] Let me check that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] That was mailed to [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and do you can excuse me, my voice just went scratchy, um, has it cleared or is it still outstanding?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I do show that it is still outstanding.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And would you be willing to fax or email me an EOB?
[AGENT][POSITIVE] Yes ma'am, let me get that pulled up for you.
[AGENT][NEUTRAL] And [PII], will I be faxing it to your attention?
[CUSTOMER][NEUTRAL] Sure, yeah, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, it is on its way. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it just a reference number if you have one.
[AGENT][NEUTRAL] To reference, I'll call you, uh you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help I greatly appreciate it.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mhm.