AccountId: 011433970860
ContactId: 2215386d-6ecc-4b9e-8587-fe74f5970fe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212509 ms
Total Talk Time (AGENT): 110752 ms
Total Talk Time (CUSTOMER): 44174 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/2215386d-6ecc-4b9e-8587-fe74f5970fe9_20250203T20:28_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] Hi, I'm calling about a claim, please.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the claim. Are you the insured or you're calling with the provider or group?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 616-066.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Selene Dental.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Alright, so I shall receive the claim on [PII]?
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 4872.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, the claim was paid out, my apologies, to the provider.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A total of $55.
[AGENT][NEUTRAL] With a single check. Did you need the check information?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Alright, so the um check number is 201.
[AGENT][NEUTRAL] 984 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it was a single check in the amount of $55 to Celine Dental.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or is that [PII]?
[CUSTOMER][NEUTRAL] It's, it's [PII].
[AGENT][NEUTRAL] Sorry, I was like, wait a minute. I'm sorry.
[CUSTOMER][NEGATIVE] I never correct anyone. It happens all the time.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] And the zip code [PII], but I do see that it's still outstanding. Um, if you'd like.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, that's, I would like a check reissue, please.
[AGENT][NEUTRAL] I, oh, go ahead.
[AGENT][NEUTRAL] OK, sure. Um, so I'll go ahead and put that request in for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, just a reference number, please.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, awesome thank you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.