AccountId: 011433970860
ContactId: 134d850d-f17d-4114-9efb-82afd7f298c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218029 ms
Total Talk Time (AGENT): 111346 ms
Total Talk Time (CUSTOMER): 51337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/134d850d-f17d-4114-9efb-82afd7f298c5_20250514T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have a question on a dental claim, please.
[AGENT][NEUTRAL] Sure, I can take a look at that claim for you. um, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's not well I have 956-779. I don't know if there's some zeros missing from that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, that's fine. Uh, what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that um do you have the claim number uh in question?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, um, do you have the data service?
[CUSTOMER][NEUTRAL] 12 1824.
[AGENT][NEUTRAL] 1218 of 24. OK, one moment, let me see if I can find that.
[AGENT][NEUTRAL] I'm so sorry, what did you say the name of the provider was? or provider's office?
[CUSTOMER][NEUTRAL] Uh, it's gonna be under Rodeo Dental Orthodontics. The provider is [PII]
[AGENT][NEUTRAL] Got it. OK, I do believe I found it. Looks like we paid a benefit of $462.40. Let's see.
[AGENT][NEUTRAL] OK, so the procedures we could not pay on for this claim was due to the fact that for this uh particular claim did meet their yearly maximum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, since we haven't received that payment, is there any way we can process a reissue?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, absolutely. OK, sorry, I didn't know what the question was. Let's take a look, give me just a moment.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] Alrighty, yep, I'm showing that was issued [PII] and yeah it's still outstanding. Um, yes, I can absolutely get this voided and reissued to you. Let me verify the address that we have whenever you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, we've got that as [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, that is correct. The only thing is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Until [PII]. OK, OK, alright, I think that should be OK.
[AGENT][NEUTRAL] Alright, so I will go ahead and get this voided and reissued to y'all um did you need a copy of the EOB or anything [PII]?
[CUSTOMER][POSITIVE] No, that'll be it for today. Just a reference number. Thank you very much.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date and my name is spelled [PII] last initial is [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help I appreciate you.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.