AccountId: 011433970860
ContactId: 319c5a54-cf3a-4736-b85f-1b12e9f82944
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407649 ms
Total Talk Time (AGENT): 91527 ms
Total Talk Time (CUSTOMER): 66095 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/319c5a54-cf3a-4736-b85f-1b12e9f82944_20250313T16:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEGATIVE] Hi, I called yesterday about a claim. Um, my dentist did not get the payment and y'all said that it was sent in January and my dentist never received it.
[AGENT][NEUTRAL] OK, um, I can help you with the payment of your claim. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII], and let me look for my number. Um, the number is 00632134.
[AGENT][NEUTRAL] OK, let me look up that policy number real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII], I think it's [PII] and my email is [PII].
[AGENT][NEUTRAL] OK, and then what is your physical address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you Ms. [PII]. I appreciate you verifying your policy for me. OK, and do you have the claim number for the check that was sent?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] I do. The number is 354.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9303.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Let me pull up the check and make sure nothing's been cashed and then I can um void it. I can send a request for it to be voided and reissue for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I do show that it's still outstanding.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It has not been cashed so I'm gonna put you on a quick hold while I fill out that request for the check to be voided and reissued to the provider, OK? It's gonna be a brief hold. Thank you so much for holding, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss [PII], this is Tory back with you again. I do have that request in now to void that check and reissue it for the provider.
[CUSTOMER][POSITIVE] OK great thanks.
[AGENT][POSITIVE] You're so very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's all that should do it.
[AGENT][POSITIVE] OK, I will make sure this is taken care of for you and I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank, thank you. You too thank you bye bye.