AccountId: 011433970860
ContactId: 1c0c1c69-38f6-4b8c-b780-7f73e77a8014
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305679 ms
Total Talk Time (AGENT): 125187 ms
Total Talk Time (CUSTOMER): 100915 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/1c0c1c69-38f6-4b8c-b780-7f73e77a8014_20250602T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, hi, did you say your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My name is [PII] calling from our provider's office, and I was calling to check the status of a claim for a patient.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] I have 02566046.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient's first name is um oh let me get back in here.
[CUSTOMER][NEUTRAL] The patient's first name is [PII], the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And this is for dental, correct?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK. And what was that date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Um, [PII], the amount is $725.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, was this for bite wings and exam cleaning? It looks like, uh, some PAs.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Um, Cam Care Health, uh, the clinic.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like this claim processed on [PII] and the check was mailed in the amount of $332.20.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the date that the check was mailed?
[AGENT][NEUTRAL] Uh, it was mailed the next day, so when I.
[AGENT][NEUTRAL] The next business day, so I'm not sure what date [PII] if it was on a during a weekday or weekend but um before a weekend but yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much and do you know the, or are you able to give me the check number?
[AGENT][NEUTRAL] Uh yes, ma'am. It's 204.
[AGENT][NEUTRAL] 0414.
[CUSTOMER][NEUTRAL] And claim number?
[AGENT][NEUTRAL] Uh, claim number 35927.
[AGENT][NEUTRAL] 21. Sorry. Our brain is not functioning this morning.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Mine isn't either.
[AGENT][NEUTRAL] Yeah, I still got Monday brain. This weekend was too short for sure.
[CUSTOMER][POSITIVE] So I definitely understand.
[CUSTOMER][NEUTRAL] It was, it was.
[CUSTOMER][NEUTRAL] And um are you able to see if that um check has cleared or is it still outstanding?
[AGENT][NEUTRAL] Well, it's still showing as outstanding, so I can send a request to have it verified if it's clear or not. If not, they can do a void and reissue.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] And, and verify the mailing address to make sure we send it to the correct address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, so the address that's on this claim, it's um [PII].
[AGENT][NEUTRAL] Um, it looks like it was.
[CUSTOMER][NEUTRAL] Or was it sent to the clinic?
[AGENT][NEUTRAL] And it was sent to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I will get a word to them and let them know, or have them verify it.
[CUSTOMER][NEUTRAL] Um, is there a way, and you said you could put a, um, a trace on it?
[AGENT][NEUTRAL] Uh, can send a request to, uh, so they can verify if it shows that check is cleared. If it hasn't, then they can, uh, give us authorization to void and reissue.
[CUSTOMER][NEUTRAL] To um
[CUSTOMER][POSITIVE] OK, yep, if you could do that for me, thank you so much.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that was uh actually I just need the reference number for this call.
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate all your help.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.