AccountId: 011433970860
ContactId: 1b3f1700-3f3f-4c2f-b90b-45ca75dd93f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447220 ms
Total Talk Time (AGENT): 160131 ms
Total Talk Time (CUSTOMER): 110066 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/1b3f1700-3f3f-4c2f-b90b-45ca75dd93f0_20250224T17:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII] and I'm calling please regarding an outstanding claim that we have for one of your insured, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim information, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], the policy number for the patient.
[CUSTOMER][NEUTRAL] Sure I have.
[CUSTOMER][NEUTRAL] 02491116
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to assist you with that claim information. What is the date of service for [PII]?
[CUSTOMER][NEUTRAL] [PII] please.
[AGENT][NEUTRAL] And what is the facility name?
[AGENT][NEUTRAL] Or the doctor's name.
[CUSTOMER][NEUTRAL] University, I'm so it's university Dental Associates and it's Rosa Minos.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Eldape.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is it Rosa Munoz Adapi?
[AGENT][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I can give you her. I'm, I'm sure it probably has to deal with the Spanish version. I can give you her MPI number.
[AGENT][NEUTRAL] Uh, that's OK. I think I have it.
[AGENT][NEUTRAL] Let's see. Now, that claim we've received on [PII] and processed on [PII], there was a payment of 25, I'm sorry, $54 sent to Doctor [PII].
[CUSTOMER][NEUTRAL] And can you tell me what um.
[CUSTOMER][NEUTRAL] What address that was sent to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, bear with me just a moment.
[CUSTOMER][NEGATIVE] We, we have not received.
[CUSTOMER][NEUTRAL] Any form of a payment for this check.
[AGENT][NEUTRAL] Is that the correct address?
[CUSTOMER][NEUTRAL] It is the reason I asked is because we do have a billing address which is a PO box. We, we do receive payments at both. I was just trying to make sure which one, it went to and if you could possibly just um and it was $254 even.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] It was.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] And I am showing that that is still outstanding.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][POSITIVE] Perfect um so uh if we can figure out what we need to do to get this check reissued since we have not received it.
[AGENT][NEUTRAL] Yeah, I can help you with that. Hang on just a second. I'm just checking a couple of things.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Oh, it's my pleasure.
[AGENT][NEUTRAL] And let me give you the claim number for this one now. It will have a different claim number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once it's reprocessed.
[AGENT][NEUTRAL] But the claim number is I'm trying, trying to do several things one time and I apologize. I think I need another pot of coffee today.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that claim number is 354.
[AGENT][NEUTRAL] 1257.
[AGENT][NEUTRAL] And if you don't mind holding just one moment, what I'm gonna do is put in a request it'll have to go through our finance department.
[AGENT][NEUTRAL] And once they do verify that it has not been
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] That it's not cleared, then they'll give us authorization to void this check and reissue another.
[AGENT][NEUTRAL] So if you don't mind holding just one second, let me get that request submitted.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] It just take me just a moment, please.
[CUSTOMER][POSITIVE] Sure thanks.
[AGENT][NEUTRAL] I apologize. It just takes me a minute.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] All right, that has been submitted I would um.
[AGENT][NEUTRAL] Sometimes it does take up to 7 to 10 business days, usually not that long, but it does have to go back through our finance department to verify that the check is not cleared and it also has to go through our claims department to be reissued.
[CUSTOMER][POSITIVE] Alright, that sounds great and if I could get a call reference number that would be great.
[AGENT][NEUTRAL] Call reference number is my name and today's date. I spell my name [PII].
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's it thank you so much and I do hope you have a great afternoon.
[AGENT][POSITIVE] Well, thank you, [PII]. I hope you do as well and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye