AccountId: 011433970860
ContactId: 0655e717-6c0e-44ad-a3b7-cc84868bc716
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344359 ms
Total Talk Time (AGENT): 94396 ms
Total Talk Time (CUSTOMER): 151409 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/0655e717-6c0e-44ad-a3b7-cc84868bc716_20250115T17:33_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from a dental office. Um, we received a check for a claim for a patient. However, it's made out to the associate doctor and not to the actual practice, so the bank will not do anything with this check.
[AGENT][NEUTRAL] Do you have the claim number, [PII]?
[CUSTOMER][NEUTRAL] Uh, let me look on here. Yes, I have the claim number on here.
[AGENT][NEUTRAL] And that claim number.
[CUSTOMER][NEUTRAL] It's 35.
[CUSTOMER][NEUTRAL] 421-88.
[AGENT][POSITIVE] Thank you. What is a good callback, [PII]?
[CUSTOMER][NEUTRAL] My direct line number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is gonna be [PII] and his date of birth, let me pull it on here, it's [PII].
[AGENT][NEUTRAL] All right, thank you and [PII], if you don't mind holding just one moment, let me get you to our claims department so they can check that for you, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ring
[CUSTOMER][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm doing well, thank you. I have a provider on the line regarding a claim that with the check was made out to the associate and the bank won't cash it. Can you help her?
[CUSTOMER][NEUTRAL] OK, what is the name?
[AGENT][NEUTRAL] Her name is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I have the claim number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is that?
[AGENT][NEUTRAL] 354.
[AGENT][NEUTRAL] 2188.
[AGENT][NEUTRAL] The insured's name is [PII].
[CUSTOMER][NEUTRAL] And do you have that policy number?
[AGENT][NEUTRAL] Policy number 726206.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what's it.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let me, let me pull the claim really quick for you send her over.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] So we're gonna pay it based on how she.
[CUSTOMER][NEUTRAL] It's submitted let me see.
[CUSTOMER][NEUTRAL] If it was paid correctly.
[CUSTOMER][NEGATIVE] And this is a dental claim? mm I hate they have this in the dental cue because I don't know anything about this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Billing goodness trading dinner.
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] You can send her over. I have no idea.
[AGENT][POSITIVE] OK I'm so sorry.
[CUSTOMER][NEUTRAL] I don't, I don't do dental.
[CUSTOMER][NEUTRAL] I haven't, I don't, well, I think they put us in there for the calls, but as far as processing, I was gonna say [PII]. I mean that's the tax ID.
[AGENT][POSITIVE] You don't you do like you're in the tent with queue. Bless your heart.
[CUSTOMER][NEUTRAL] Let me look at something really quick. sorry, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And what? OK, so what is she saying it should be paid to because it looks like they may have used the wrong.
[AGENT][NEUTRAL] She said that they, um, yeah, she said the bank won't cash it because it's made out to the associate.
[CUSTOMER][NEUTRAL] I don't even know.
[CUSTOMER][NEUTRAL] She wants it to be made out to the what, the group?
[AGENT][NEUTRAL] I, I, I'm assuming so, yeah.
[CUSTOMER][NEUTRAL] You don't know? OK, OK, go ahead and send her over because.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I don't know it's a lot going on here. I don't know, but I'll figure it out. Go ahead and send her over.
[AGENT][POSITIVE] All right, thank you, [PII]. You have a wonderful day. One moment, please. Let me get her on the line.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] [PII], thank you for your patience. I have [PII] on the line who's reviewing that claim for you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome. Have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] Hey how are you this is [PII]. I'm good how are you?
[CUSTOMER][POSITIVE] Doing good. OK, so