AccountId: 011433970860
ContactId: 2c729530-2d45-42ac-9842-5dbbdad8935b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1164900 ms
Total Talk Time (AGENT): 194311 ms
Total Talk Time (CUSTOMER): 172694 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/2c729530-2d45-42ac-9842-5dbbdad8935b_20250618T21:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is uh [PII] calling from Mape Dental's office to check on your claim status. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] I'm doing good, thank you for asking. And could you please spell your name for the documentation?
[AGENT][NEUTRAL] Sure, that's [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, the callback number it is going to be.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] I'm pulling that up here. It is going to be
[CUSTOMER][NEUTRAL] 01656478.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The bill amount is [PII] and the bill amount is $1,338.
[AGENT][POSITIVE] Thank you. One moment, let me see if I can find this one.
[AGENT][NEUTRAL] And for the future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And bear with me.
[AGENT][NEUTRAL] Waiting on [PII].
[CUSTOMER][NEUTRAL] Mm sure.
[CUSTOMER][NEUTRAL] Um, did you find the claim? I didn't hear it.
[AGENT][NEUTRAL] I'm waiting on the system.
[CUSTOMER][POSITIVE] Oh, sure. Got it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. All right, so it looks like we processed this claim on [PII].
[AGENT][NEGATIVE] And it looks like it was denied. Let me get the denial reason. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this was a duplicate, um, let me see if there's another claim. One moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you mind holding for me?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Mr. [PII]. OK, I have sent that information over for review because I see that um we have sent that check twice. It has been voided twice and this last time, um.
[CUSTOMER][NEUTRAL] Um, sure, sir.
[CUSTOMER][NEUTRAL] you over.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I see that it was process indicating that it was a duplicate, so I had to send that claim back for review.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, I see.
[CUSTOMER][NEUTRAL] Yeah, got it. Uh, do you send back because the claim has made any payment?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The claim has made any payment or it is full of denials. Just making sure the payment is sent to the right address.
[AGENT][NEGATIVE] Uh, we have sent, uh, the payment twice, but it's been returned back to us twice. Um, the first time that we send it, we send it to a PO box which it was returned to us and then we send it to a regular address [PII], but it's still returned to us. So what is the correct address?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEGATIVE] PO box which it was returned to us and then we send it to a regular.
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Yeah, that is where we send it the last time, but it still returned back to us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so yeah, uh, I just went ahead and send that for review, so they should be working on within 24 to 48 hours on it, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] on it
[CUSTOMER][NEUTRAL] Sure. So, uh, may I know the claim number and the claim paid amount, how much it was processed, how much it was paid?
[AGENT][NEUTRAL] For which one?
[CUSTOMER][NEUTRAL] For.
[AGENT][NEGATIVE] It was processed twice. It was denied, I mean, it was processed twice, it was voided twice, so which one do you need?
[CUSTOMER][NEUTRAL] Um, the one that you have the correct address [PII].
[AGENT][NEUTRAL] OK. Mm let me see which.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, just a second.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so let's see the last time was.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 344-547-8
[CUSTOMER][NEUTRAL] 344-547 8. That's it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I know the claim, uh, paid amount?
[AGENT][NEUTRAL] OK, let me pull the image again. One moment.
[CUSTOMER][NEUTRAL] Do you have any?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So it takes it takes.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, $361.60.
[CUSTOMER][NEUTRAL] Um, can you please repeat it again?
[AGENT][NEUTRAL] $361.60.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Got it. Thanks for that. And uh
[CUSTOMER][NEUTRAL] The check has been uh
[CUSTOMER][NEGATIVE] Wider twice.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's been voided, yes.
[CUSTOMER][NEUTRAL] Got it. And could you please reissue the check?
[CUSTOMER][NEUTRAL] To this address which is [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That's what I, OK, um, Mr. [PII], again, I have sent this claim back for review. OK, so it's gonna take 24 to 48 hours for some, yeah, for somebody to review the claim and see if they can make you the check, OK?
[CUSTOMER][NEUTRAL] Uh, you already sent it.
[CUSTOMER][NEUTRAL] Uh, um
[CUSTOMER][POSITIVE] I'm sorry for asking again. Thank you got it. So, may I know the call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's name.
[CUSTOMER][POSITIVE] Got it all. Thanks for that and that's it from my side. You have been very, very helpful today. Have a great day. Bye-bye.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Bye bye.