AccountId: 011433970860
ContactId: 176b8659-b56c-4bd0-b286-daf8ef2129a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370890 ms
Total Talk Time (AGENT): 99548 ms
Total Talk Time (CUSTOMER): 161671 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/176b8659-b56c-4bd0-b286-daf8ef2129a3_20250207T22:33_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from a dental provider office. I would like to ask for your help uh with regards to a claim. And uh I had a chance to speak to a representative a while ago, but after 30 minutes waiting for her on the phone for her to check on the claim.
[CUSTOMER][NEGATIVE] The phone hung up and she never called me back.
[AGENT][POSITIVE] Oh, I'm sorry for that inconvenience. I'd be happy to assist with the claim today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, so it is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, what's the number? Oh, what's the question, please?
[AGENT][NEUTRAL] Policy number, the patient's policy number.
[CUSTOMER][NEUTRAL] Oh, OK. The policy number is
[CUSTOMER][NEUTRAL] 02273439.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and uh born on [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] Yes. It is on [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I can give you some additional information about that. So I spoke to a representative about two weeks ago on [PII], and she told me that a check of $38 was mailed out on [PII], but we never received it. So, but she helped me, she said that she would help me to reissue the check and it will take about 2 weeks to arrive. So it is exactly 2 weeks since the date I spoke to her.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I would like to know whether the, a new check has been reissued and mailed to us or not.
[AGENT][NEUTRAL] Mm I'm not showing that. I'm just showing that the check was voided out, uh, one moment.
[AGENT][NEUTRAL] So,
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Yeah, oh, the check was voided out on [PII].
[AGENT][NEUTRAL] Um, but I don't see where the check was reissued. Uh, let me check the notes.
[CUSTOMER][NEUTRAL] Oh, why was that voided? Oh yeah, I mean, you mean the original check was voided?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes, on [PII], but I don't see.
[CUSTOMER][NEGATIVE] Oh, OK, because we never got it, we never got it. So that's why she said uh she will buy.
[AGENT][NEUTRAL] OK, so at this point.
[AGENT][NEUTRAL] The check just needs to be reissued then one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes. Oh, I'm on, uh, with IBM as well.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Uh, that's funny. You like no yet to do have a, yeah, told you.
[AGENT][NEUTRAL] OK, I've sent that to the examiner so she can go ahead on and just get the claim reprocess and the check reissued, um, so if you can please allow 7 to 10 business days to receive that updated explanation of benefits.
[CUSTOMER][NEUTRAL] Oh, so that means that um the representative I spoke to about 2 weeks ago never asked for reissue the check.
[AGENT][NEGATIVE] I can't say she didn't ask. I just know it, it didn't get done and I apologize for that, but I just saw where the check was voided.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] OK. So I'm waiting to, I'm waiting 2 weeks for that because she said to me that she wouldn't help me to find the old check and reissue a new check.
[AGENT][NEGATIVE] Well she had to have put in the request because the check got voided. The only thing missing is that they didn't reprocess it and send it back out.
[AGENT][NEUTRAL] That's the only step that wasn't taken just like I sent the request for them to reprocess the claim, but all I can do is send the request.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK. So, um, you said it will take about 7 to 10 business days for a new check to be issued?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] I'm asking you to allow 7 to 10 business days for a new before you receive a new EOB.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Oh, OK. OK, that's fine. So, I will follow up in about 7 business days from today.
[AGENT][NEUTRAL] That'll be fine. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, no, that's all for today. And uh last of all, can I please get a reference number for our call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Oh, date and time. OK. OK, thank you so much, [PII], for your help and uh have a great day to you and enjoy your weekend too.
[AGENT][POSITIVE] Oh thank you for calling APL. You do the same thanks.
[CUSTOMER][POSITIVE] Thank you. Yeah, thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.