AccountId: 011433970860
ContactId: 43cae277-ce66-4b35-8634-9917dc5d4250
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301529 ms
Total Talk Time (AGENT): 95612 ms
Total Talk Time (CUSTOMER): 85403 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/43cae277-ce66-4b35-8634-9917dc5d4250_20250320T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Doctor [PII]'s office. Um, I had called on the dental claim, um, before, and they had told me that it was gonna be processed and I still have not received a payment on this account.
[AGENT][NEUTRAL] OK and
[AGENT][NEUTRAL] I can help you with that claim status. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, let's see here, policy number is 024884772.
[AGENT][NEUTRAL] Do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Look and see what's happened.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So at first they were saying that she had Mac but she still had benefits available.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the build amount?
[CUSTOMER][NEUTRAL] 166.
[AGENT][NEUTRAL] 66.
[CUSTOMER][NEUTRAL] I think our maximum was like 500.
[AGENT][NEUTRAL] Yes, I do show that I show we paid let's see.
[AGENT][NEUTRAL] Got one for 1:15.
[CUSTOMER][NEUTRAL] Yeah, and they even gave me the check number and everything, but I don't know where it was sent to because I haven't seen it.
[AGENT][NEUTRAL] we
[AGENT][NEUTRAL] What's the check number that they gave you?
[CUSTOMER][NEUTRAL] 2021831
[AGENT][NEUTRAL] OK, let's see what we have.
[CUSTOMER][NEUTRAL] Unless that was the um just the.
[CUSTOMER][NEUTRAL] Because I put on there on my notes I put paid and then I they gave me a number 2021831 for the amount of 115.
[AGENT][NEUTRAL] Looks like we sent that to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yeah, that would have been here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Um, let's see, yeah, I still show it's outstanding.
[CUSTOMER][NEUTRAL] Do you sell the
[CUSTOMER][NEUTRAL] Yeah, so I don't know what happened there.
[AGENT][NEUTRAL] So let me see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See if we can get that reissued, so that is the correct address then um let me look.
[AGENT][NEUTRAL] Bear with me just one moment.
[AGENT][NEUTRAL] Sorry, I'm just reading what um.
[AGENT][NEUTRAL] Reading what to do OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][POSITIVE] OK, I'm gonna send over for this check to be reissued because it has been more than 30 days and it's outstanding, so we'll get that reissued. Um, it was for 1:15. Now did you say you thought that she had more or the 1:15 you unders understand.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's the only one that's, yeah, no, that's the only one, yeah, I just, um, because at first they had when I first had called it because they had.
[CUSTOMER][NEUTRAL] Um, denied it because they're saying that she had Max and I had said, well, no, she still had benefits available.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and so then that's when they told me that they would reprocess it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, what, um, what's your callback number so I can have that for our record?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK and I'm gonna get this check reissued, um, get that request sent in um is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Um, actually that would be it.
[AGENT][POSITIVE] OK, [PII]. Well, thank you for calling APL and I hope you have a terrific day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.