AccountId: 011433970860
ContactId: 42e6c1cf-430b-4ebb-b62f-cc970415622e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327839 ms
Total Talk Time (AGENT): 127194 ms
Total Talk Time (CUSTOMER): 81178 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/42e6c1cf-430b-4ebb-b62f-cc970415622e_20250612T13:23_UTC.wav
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[AGENT][NEUTRAL] ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for um from a dental clinic about patient claims um the check supposedly was sent out but we still have not received it. Can you help me with that?
[AGENT][NEUTRAL] Yeah, let's take a look. Do we have their policy number, a claim number?
[CUSTOMER][NEUTRAL] I have the policy number.
[AGENT][NEUTRAL] OK, that works. What's up?
[CUSTOMER][NEUTRAL] It is 00704354.
[AGENT][NEUTRAL] Oh that's not.
[AGENT][NEUTRAL] And then for documentation [PII] do you have a good call back number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Is the first one is [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] And what's the data service?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And then if you can just confirm me build them out, please.
[CUSTOMER][NEUTRAL] She's on the phone.
[CUSTOMER][NEUTRAL] Was $179.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this claim was processed back on [PII].
[AGENT][NEUTRAL] And it looks like check was sent in the amount of 179 and it was sent to [PII]. Is that right?
[CUSTOMER][POSITIVE] That's it, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, we can definitely since you guys haven't gotten this just void it and do a reissue.
[CUSTOMER][NEUTRAL] Do you have the original check number as well, [PII]?
[AGENT][NEUTRAL] Yeah, absolutely. Uh check number is 201.
[AGENT][NEUTRAL] 773 8.
[CUSTOMER][NEUTRAL] OK, and we can get that stop and reissue today.
[AGENT][NEUTRAL] Yeah, so I'll have to, um, I'll send a request over. It does show outstanding, not cashed, um, so they just verify that and then we'll just void it and reissue a new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I have um another member of the same family on the same policy that we're having.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Same issue.
[CUSTOMER][NEUTRAL] Um, the same, yeah.
[AGENT][NEUTRAL] Mm, which, um, insured is it?
[CUSTOMER][NEUTRAL] That's gonna be [PII]. His date of birth is [PII]. There's two in the family. [PII] the 3rd is the one we're looking for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] And then what's the data service on this one?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Was it a billed amount of 123?
[CUSTOMER][POSITIVE] It was yes ma'am.
[AGENT][NEUTRAL] OK, this one was processed back in [PII].
[AGENT][NEUTRAL] Check number on this one is 202.
[AGENT][NEUTRAL] 1816.
[AGENT][NEUTRAL] It also shows outstanding, so it was sent to the same address we'll just void and reissue this one also.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Was there?
[CUSTOMER][NEUTRAL] And then that should be it. Do you have a reference number for this call, [PII]?
[AGENT][NEUTRAL] Yes, ma'am. So call reference is gonna be my name with today's date. My name again is [PII] and that's spelled [PII] My last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] Excellent thank you for your help sir I appreciate it I hope you have a great rest of your day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.