AccountId: 011433970860
ContactId: 3184b373-d5cd-4f16-b507-eccbdbe98f3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107779 ms
Total Talk Time (AGENT): 25075 ms
Total Talk Time (CUSTOMER): 69499 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/3184b373-d5cd-4f16-b507-eccbdbe98f3e_20250514T14:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], this is [PII]. I've got um a dental provider on the phone. Her name is [PII], and she is calling from uh the provider's office about a claim and let me give you the claim number.
[AGENT][NEUTRAL] Give me 1 2nd to go over there.
[CUSTOMER][NEUTRAL] It's 35, yes ma'am.
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, it's 35
[CUSTOMER][NEUTRAL] 354-2188
[CUSTOMER][NEGATIVE] The clients, uh, paid to the wrong physician and it should have been voided. The check should have been voided and reissued. The last note that I have is from [PII] where it was um.
[CUSTOMER][NEUTRAL] A note was put in there that.
[CUSTOMER][NEGATIVE] They sent to the examiner to have it reprocessed, but she's calling to see what the status of the check is, and I don't have any information where a new check was sent.
[AGENT][NEUTRAL] OK, it doesn't look like it's been um.
[AGENT][NEUTRAL] It hasn't been reissued.
[AGENT][NEUTRAL] Uh, we can go ahead and try to get that done today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK alright um do you mind if I let her go so that she can talk to you and you can let her know that information?
[AGENT][NEUTRAL] Uh, I mean, all we need to tell her that we can get it that it has not been reprocessed, but I will get with the examiner and go ahead and get her to, uh, get it reprocessed immediately.
[CUSTOMER][POSITIVE] OK, alright, alright, I'll go back to her and I'll let her know thank you so much Miss [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem bye bye.
[CUSTOMER][NEUTRAL] Bye bye.