AccountId: 011433970860
ContactId: 445eba21-d1b3-4778-8104-b2568135e0f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263049 ms
Total Talk Time (AGENT): 78331 ms
Total Talk Time (CUSTOMER): 73644 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/445eba21-d1b3-4778-8104-b2568135e0f0_20250402T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect thank you so much EV. My name is [PII]. I'm calling from a dentist office about a check that we never received.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with um claim payments. First, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 775405
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim or either the claim number?
[CUSTOMER][NEUTRAL] Um, I have, let's see, I have claim number, um.
[CUSTOMER][NEUTRAL] No, it's gonna give you a good amount, um, that is going, I'm sorry, the data service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $384.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. And what's the provider's name?
[CUSTOMER][NEUTRAL] Um, this is gonna be for [PII].
[AGENT][NEUTRAL] And what is the address where to send payments to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm showing that this uh payment was originally made out to uh [PII], but the check was canceled.
[AGENT][NEUTRAL] Was it canceled and it's supposed to be remade out to the other provider or?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When we reissue this, can we make it out to the same provider?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, we can, yep, they're same office, um, same tax ID, so yes, um, yeah, it looks like someone had called back in January and it was supposed to be voided and then a new one was supposed to be issued and that because that was for 323-12 correct?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] Yes, OK, perfect.
[AGENT][NEUTRAL] OK. Yes, ma'am. And I'll put in a request to have this um reissued this time. And so you should receive it in about 7 to 10 business days and you can always call back to check on the status of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect and can I have a reference number for our call please?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that was it thank you so much for your help.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.