AccountId: 011433970860
ContactId: 09f9ac91-dae8-46f8-b4a4-c311b61cebeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179330 ms
Total Talk Time (AGENT): 86782 ms
Total Talk Time (CUSTOMER): 44494 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/09f9ac91-dae8-46f8-b4a4-c311b61cebeb_20250514T15:14_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], I'm calling from a dental office. I have a question on an outstanding claim.
[AGENT][NEUTRAL] OK. Happy to check a claim. What is the policy number?
[CUSTOMER][NEUTRAL] Sure it is 01192693.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK. And then do we have a claim number, date of service?
[CUSTOMER][NEUTRAL] Um, you know, I might have a claim number. Let me look at policy claim number 3589714.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] was for 1212 of 24, it looks like.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] All right, so it says it was a duplicate claim, so let me.
[AGENT][NEUTRAL] Search that data service, see what else I find here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like we did receive a previous claim, um, bill amount that came over was $190 and it was, uh, paid a benefit was sent for $76 by check to you guys it looks like.
[CUSTOMER][NEUTRAL] OK. Was that check cashed?
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] It does show outstanding. It was submitted to [PII] at [PII].
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um, no.
[CUSTOMER][NEGATIVE] Yeah, I haven't received it.
[AGENT][NEUTRAL] Alright, let's see when it was sent here.
[CUSTOMER][NEUTRAL] [PII] I think.
[AGENT][NEUTRAL] Alright, so yeah, this claim was processed back in [PII], so we can void that and then reissue a new check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need the claim number for that or the check number or anything?
[CUSTOMER][NEUTRAL] Uh, claim, um, I don't think so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll just watch for the new one to come.
[AGENT][POSITIVE] OK, absolutely. We'll avoid that out and get a new one sent out to you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.