AccountId: 011433970860
ContactId: 04211f62-4493-4782-90bb-dee4ba1b85b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488440 ms
Total Talk Time (AGENT): 121882 ms
Total Talk Time (CUSTOMER): 100548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/04211f62-4493-4782-90bb-dee4ba1b85b1_20250415T15:15_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]. This is [PII] calling from office. I'm here to check up on the status of a claim.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on a claim. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 82669.
[AGENT][POSITIVE] OK, thank you so much. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that and then what is the date of service?
[CUSTOMER][NEUTRAL] The of service I have is [PII].
[AGENT][NEUTRAL] OK, and what is the billed amount?
[CUSTOMER][NEUTRAL] Bell on just a moment let me see.
[CUSTOMER][NEUTRAL] So the total charge amount is $4,04.
[AGENT][NEUTRAL] OK. And are we checking on a medical claim or is this a dental claim?
[CUSTOMER][NEUTRAL] For dental claim?
[AGENT][NEUTRAL] OK, just wanted to make sure.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There's a couple of different claims, so I apologize for the wait, one moment.
[CUSTOMER][POSITIVE] No issue. Take your time, sir.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for your patience on that, [PII]. So it looks like we did receive the claim on [PII].
[AGENT][NEUTRAL] There was a benefit payment mailed in the amount of $500.
[AGENT][NEUTRAL] And this was processed and sent on [PII].
[CUSTOMER][NEUTRAL] OK. What is the check number?
[AGENT][NEUTRAL] Uh, check number is.
[AGENT][NEUTRAL] 202.
[AGENT][NEUTRAL] 1804. It was a single check.
[CUSTOMER][NEUTRAL] Single check and
[CUSTOMER][NEUTRAL] What is the cash date of this check?
[AGENT][NEGATIVE] Check actually shows still outstanding has not been cashed.
[CUSTOMER][NEUTRAL] OK. And what address the check was sent to?
[AGENT][NEUTRAL] Check was sent to Western Dental Service.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] 103.
[CUSTOMER][NEUTRAL] OK, OK. I, I got it. I got it. Uh, so basically the check has been sent to the seating address and I want you to like uh avoid this check and reissue a new check to our log box address.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the check was sent to the incorrect address, is that correct?
[CUSTOMER][NEUTRAL] Yeah, the check was sent to the, basically it was sent to the seating address, not our log box address.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so does it need to be sent to the [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]. The check should be sent to this address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, I can put in a request to void and reissue to the PO box.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And before that, can you please provide me the claim number?
[AGENT][NEUTRAL] Claim number for this is 3549001.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how much time will it take to issue a new one to our log box address?
[AGENT][NEUTRAL] Uh, so give it at least 5 to 7 days for a reissue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, have you raised the request?
[AGENT][NEUTRAL] I apologize, what was that again?
[CUSTOMER][NEUTRAL] Have you raised the request to issue a new check?
[AGENT][NEUTRAL] Yes, I've sent that request. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh no, sir. That is all from my end. Now, could you please help me with the call reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial, then today's date. My name again is [PII], that is spelled [PII]
[AGENT][NEUTRAL] My last initial is [PII].
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for assisting me. That is all from my end.
[AGENT][POSITIVE] All right, not a problem. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.