AccountId: 011433970860
ContactId: 3aa8ced1-b387-46b8-8984-207460f618d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207199 ms
Total Talk Time (AGENT): 96441 ms
Total Talk Time (CUSTOMER): 74327 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/3aa8ced1-b387-46b8-8984-207460f618d4_20250408T20:43_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] and I'm calling on a dental claim that I have a question on, please.
[AGENT][NEUTRAL] Yes, I can help with the claim, and [PII], what is that policy number, please?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Sure, 01937496.
[AGENT][NEUTRAL] Thank you. And the patient's name, is this your policy or is it for?
[CUSTOMER][NEUTRAL] No, it's for a patient. I'm calling from a doctor's office. Yes, it's for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And his date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. And what date of service are we looking for for [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. So it looks like a cleaning bite wings.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] let me see what we have here.
[AGENT][NEUTRAL] It looks like we, it looks like it was submitted twice, but it looks like we received the first claim on [PII], excuse me, 2024 excuse me, [PII], and then we processed it on [PII] the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and so at that time, a check for $246 was was uh paid out. Let me just see what happened to that.
[AGENT][NEUTRAL] But it does look like it was, it, that's what I'm showing is that it was submitted twice and uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, well let me do this. What was the amount?
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] It was $246 and the and the check number was 17.
[AGENT][NEUTRAL] 96
[AGENT][NEUTRAL] 196 and I'm [PII], I'm showing that it was cashed on [PII] the
[AGENT][NEUTRAL] Uh, [PII]. Now, it went to [PII]. Does that sound right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that sounds right. Was this a single check?
[AGENT][NEUTRAL] Yes, this is a single paper check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sent to [PII]. OK, bear with me a minute.
[CUSTOMER][NEUTRAL] OK, um, and payment.
[CUSTOMER][NEUTRAL] It was cashed. I'm sorry, when?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it. OK, um, and is there a way you can fax me that EOB? Is that possible?
[AGENT][NEUTRAL] Yes, where, where would you like that faxed?
[CUSTOMER][NEUTRAL] 918.
[CUSTOMER][NEUTRAL] 3101056
[AGENT][NEUTRAL] OK, and to your attention, would that be all right?
[CUSTOMER][POSITIVE] Yeah, that'd be perfect, and um.
[AGENT][NEUTRAL] OK, is there any.
[CUSTOMER][NEUTRAL] Yes, uh, I'm so sorry. Uh, let's see, what is your first name again?
[AGENT][NEUTRAL] My name is [PII], and the first letter of my last name is [PII]. We use that today's date as our reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. Thank you so much, [PII].
[AGENT][NEUTRAL] OK, thank you for contacting AP have a.