AccountId: 011433970860
ContactId: 2fd2f1dc-40bf-435d-8d0d-598c29e8af89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465470 ms
Total Talk Time (AGENT): 143150 ms
Total Talk Time (CUSTOMER): 106301 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/2fd2f1dc-40bf-435d-8d0d-598c29e8af89_20250527T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to see if a dental claim has been paid.
[AGENT][POSITIVE] Yeah, I can help you with the claim status. Can I get a good name um and call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the call back is [PII] with no extension.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 603-403.
[AGENT][NEUTRAL] OK. One moment while I look that up for you.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], date of birth [PII].
[AGENT][NEUTRAL] And did you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Did the service, um, her first one is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, was there multiple?
[CUSTOMER][NEUTRAL] Yes, it's just one more. It's May 12th and I just wanted to make sure that one was received.
[AGENT][NEUTRAL] OK, give me just a moment. I'll look up the [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you know what the total bill amount was?
[CUSTOMER][NEUTRAL] Yes, $225.
[AGENT][NEUTRAL] OK. Give me one moment.
[AGENT][NEUTRAL] OK, it looks like we received that claim on [PII].
[AGENT][NEUTRAL] The claim was processed on [PII].
[AGENT][NEUTRAL] The claim number is 35.
[AGENT][NEUTRAL] 93558.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like we paid.
[AGENT][NEUTRAL] $62 towards that bill.
[CUSTOMER][NEUTRAL] OK, did that go to the subscriber or provider?
[AGENT][NEUTRAL] It went to the provider and let me check.
[AGENT][NEUTRAL] Do you need the check number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, check number and if it's still outstanding?
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I'm showing that the check is outstanding. It was issued on [PII].
[CUSTOMER][NEUTRAL] Um, since it's been over a month, do you think we can have that reissued? Or what, where did the check go? What address did the check go to?
[AGENT][NEUTRAL] Uh, what address should it have gone to, and I can check on that for you.
[CUSTOMER][NEUTRAL] So it can either go to two locations, our Mansfield office, which is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or it could go to the [PII].
[AGENT][NEUTRAL] Uh, it went to that one, the [PII] location.
[CUSTOMER][NEUTRAL] OK, um, and I don't have it on my desk, so can I have that check reissued to us?
[AGENT][NEUTRAL] I should be able to get that done for you. Let me see what I need to do real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like it was sent to that location because that's what was on the claim form.
[CUSTOMER][NEUTRAL] Yes, that's our mailing address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, let me write that down.
[AGENT][NEUTRAL] I'll get a check reissued um it will go to the same address since that's the one that we have on file.
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I do have a second day to start. I just wanna check and make sure that other one was received.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Certainly, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's from [PII], correct?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing anything for that date of service.
[CUSTOMER][NEUTRAL] OK, then, um, and what's the correct, um.
[CUSTOMER][NEUTRAL] Mailing address for this.
[CUSTOMER][NEUTRAL] Claim.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII]. Uh, you can also send it through fax if that's easier for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you'd put attention claims department.
[AGENT][NEUTRAL] To fax number 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Perfect. And what's the zip code one more time for the [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect. Well, thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.