AccountId: 011433970860
ContactId: 1db1d3b2-230f-43a0-a39f-8cc69e0ea7be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313000 ms
Total Talk Time (AGENT): 86055 ms
Total Talk Time (CUSTOMER): 186311 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/1db1d3b2-230f-43a0-a39f-8cc69e0ea7be_20250604T17:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Design Dental.
[CUSTOMER][NEGATIVE] Um, I am checking on a dental claim. It keeps saying it's a duplicate, but I have not received payment for this.
[AGENT][NEUTRAL] OK, uh, do you have a good callback number, [PII], and I can help you with that claim.
[CUSTOMER][POSITIVE] Yeah, [PII] yeah and so I like that in the bag.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's that policy number for the patient, please?
[CUSTOMER][NEUTRAL] 00990036.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, oh shoot, hold on.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Let me tell you where your shoe is.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, small thing.
[CUSTOMER][NEUTRAL] bathroom underneath your sweatshirt.
[CUSTOMER][NEUTRAL] Because I stub my toe on it that's what I.
[AGENT][NEUTRAL] And the total dollar amount?
[CUSTOMER][NEUTRAL] 660.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] husband's boss on the table.
[CUSTOMER][NEUTRAL] because we had a.
[CUSTOMER][NEUTRAL] We got carpet and then all the storage and he's like where's this.
[AGENT][NEUTRAL] OK, let's see, looks like, oh my go.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 666.
[CUSTOMER][NEUTRAL] There's one underneath it.
[AGENT][NEUTRAL] OK, received 3 10 2025 processed 317, 2025 and we paid 264.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see if the check is cleared.
[CUSTOMER][NEUTRAL] I do not see that.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] Exactly
[AGENT][NEUTRAL] Uh, yes, we sent that to [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Yes, that's our address, but I never, I never got payment. I've gotten the other two payments with the checks, but I have not gotten this one.
[AGENT][NEUTRAL] OK, it looks like it was cashed on 326-25.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 2625 and what was the dollar amount?
[AGENT][NEUTRAL] 264.
[CUSTOMER][NEUTRAL] 264?
[AGENT][NEUTRAL] This is Doctor 2.
[CUSTOMER][NEUTRAL] Let me go back, yeah, let me just go back to my deposit report and see.
[AGENT][NEUTRAL] Uh check number too if you need that.
[CUSTOMER][NEUTRAL] Oh yeah, what's that check number?
[AGENT][NEUTRAL] Uh check number 2033195.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] We have, we actually do have um order guardianship 264. I don't even have that check.
[AGENT][NEUTRAL] OK, you want us to
[CUSTOMER][NEUTRAL] On our deposit slip.
[AGENT][NEUTRAL] Send you a copy of the cash check.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Can you send that to me? I wonder if the doctor opened it thinking it was something else and just deposited it, but I don't even see for all of our checks that we have that day. You said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] It issued [PII] and then cashed [PII].
[CUSTOMER][NEUTRAL] I'll get a
[CUSTOMER][NEGATIVE] Yeah, it's not even on our deposit slip.
[AGENT][NEUTRAL] OK, and that is [PII] too, correct? Just to verify again.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, um, like what's, so what's the best way to say, you want us to email you a copy of that?
[CUSTOMER][NEUTRAL] Oh yeah you can email me um it is design dental.
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] And then [PII], what's the first initial to your last name?
[CUSTOMER][NEUTRAL] Oh, so
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right. I will get a request put in for that. It usually takes a few working days and then we'll get that emailed over to you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Awesome, that would be great.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks, bye bye.