AccountId: 011433970860
ContactId: 356b128b-e6f2-4956-8e81-1d38a62e41a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174149 ms
Total Talk Time (AGENT): 91735 ms
Total Talk Time (CUSTOMER): 56349 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/356b128b-e6f2-4956-8e81-1d38a62e41a6_20250210T20:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, this is [PII] at Detro Mark Tickle's dental office in [PII].
[CUSTOMER][NEGATIVE] I need to check on a claim please. It said that it has already been paid but we have not received payment.
[AGENT][POSITIVE] Alrighty, go ahead, yeah, that'll be good.
[CUSTOMER][NEUTRAL] I just need to double uh do you want the claim number?
[AGENT][NEUTRAL] Uh, go ahead and give me the policy number first.
[CUSTOMER][NEUTRAL] OK, it's 02571834.
[AGENT][NEUTRAL] Alright, let me get that pulled up now while I'm doing that, [PII], go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] Mhm it's [PII] minute [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now, what is your patient's name and date of birth today?
[CUSTOMER][NEUTRAL] Yes ma'am. It is [PII] Date of birth [PII].
[CUSTOMER][NEUTRAL] And the data service is 12-18-24.
[AGENT][NEUTRAL] 1218, 24. OK, give me just a second to do some research. Let's see what's going on.
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] Alright, 1218.
[AGENT][NEUTRAL] Yep I see it. OK, let me pull this up. Let's see when this check is dated.
[AGENT][NEUTRAL] What's the dentist's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, let's
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] 364.
[AGENT][NEUTRAL] Alright, yeah, you're gonna be getting a check for 24,680. This check is just dated [PII].
[CUSTOMER][NEUTRAL] Oh OK, because I forgot a piece of paper that came in that said it was a duplicate claim that it had already been paid.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it looks like you got the date because the due was processed the very next day. So yeah, that check you should be getting 24,680. Let me give you this check number and you just so you can be looking out for it. It's gonna be check number 2024549.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it is for 24,680 and it will be a single check.
[CUSTOMER][NEUTRAL] And it was dated what date? I'm sorry.
[AGENT][NEUTRAL] Oh, that's OK. [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yeah. All [PII], [PII], was that all that I can help you with today?
[CUSTOMER][POSITIVE] Yes ma'am you have a good day.
[AGENT][POSITIVE] Alright, you as well, [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.