AccountId: 011433970860
ContactId: 15b28107-7eae-4809-ab5c-f621f910910d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221160 ms
Total Talk Time (AGENT): 114094 ms
Total Talk Time (CUSTOMER): 58646 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/15b28107-7eae-4809-ab5c-f621f910910d_20250124T16:52_UTC.wav
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[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] I'm calling from a dental office and I'm just checking up on the status of a claim.
[AGENT][POSITIVE] Oh, I'd love to help you with the claim status today, Ms. [PII]. And do you mind if I quickly get a great callback number for you?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And what's that member's policy number today?
[CUSTOMER][NEUTRAL] It's 1587512.
[AGENT][POSITIVE] Thank you. Give me a moment to get that policy pulled up for you.
[AGENT][NEUTRAL] Alrighty, I appreciate your patience. Would you be able to verify that member's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] birth date is [PII].
[AGENT][POSITIVE] Thank you, I appreciate that. And I do see him here. Let me check on those claims for you.
[AGENT][NEUTRAL] And what is the date of service we want to look at for [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Would you be able to verify for me please the name of the provider on the claim?
[CUSTOMER][NEUTRAL] Yes, it's Doctor [PII].
[AGENT][POSITIVE] Thank you, I appreciate that. I do see the claim here. It looks like we received your claim on [PII] and processed it on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I see here your claim number is 354-8182.
[AGENT][NEUTRAL] And it looks like the claim had benefits payable of $291.20. It would have been paid out via check, and that check number is 2021439.
[AGENT][NEUTRAL] It looks like that check was cut on [PII], so it would have been put in the mail on the [PII].
[CUSTOMER][NEUTRAL] OK, are you able to see if the check is still outstanding?
[AGENT][POSITIVE] I do show it's still outstanding, yes.
[CUSTOMER][NEUTRAL] OK, and what address was that check sent to?
[AGENT][NEUTRAL] Yes, I'm showing it [PII]. That was [PII], am I pronouncing that right? Um, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, perfect. Uh, see if we can't locate that. Um, how long, probably if we don't receive it, do we have to, uh, time frame for reissue?
[AGENT][POSITIVE] Absolutely
[AGENT][NEUTRAL] You bet you, so we need at least 30 days between the date it was cut and the date of a reissue, um, so if you don't receive it I'd say by [PII] or [PII], give us a call back and we'll be able to put in that request for you.
[CUSTOMER][POSITIVE] OK, perfect. All right, I think that is all I needed uh just a reference number for the call today.
[AGENT][NEUTRAL] Oh, absolutely. The reference number is in my name, [PII], first initial, last name, [PII], and then today's date.
[CUSTOMER][POSITIVE] OK perfect thanks for your help I appreciate it.
[AGENT][POSITIVE] My pleasure, thanks for calling APL you have a fabulous weekend.
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.