AccountId: 011433970860
ContactId: 45268d16-be5b-4709-996c-4b7bd2b9789a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265559 ms
Total Talk Time (AGENT): 144857 ms
Total Talk Time (CUSTOMER): 66071 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/45268d16-be5b-4709-996c-4b7bd2b9789a_20250515T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from our provider's office. How are you?
[AGENT][POSITIVE] I'm doing well, right, [PII], how are you?
[CUSTOMER][NEUTRAL] I'm good. I was just trying to follow up on a claim for a patient.
[AGENT][NEUTRAL] Sure, I could check on that claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 02536633.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]. OK, one moment.
[AGENT][NEUTRAL] Was this uh is it Professional Dental Alliance?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] OK, awesome, yes, uh, so we did receive this claim and we did pay a benefit of $249.80. If you'll give me one moment, I will get that check information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need that claim number?
[AGENT][NEUTRAL] Or the EOB
[CUSTOMER][POSITIVE] That'd be awesome.
[CUSTOMER][NEUTRAL] Yes ma'am. Are you able to fax the EOB by chance?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Alrighty, what was that fax number for you?
[CUSTOMER][NEUTRAL] It is 844-641.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7040
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] Yes, ma'am, that's right.
[AGENT][POSITIVE] All righty. I will go ahead and send that now. Um, and I can still go ahead and give you that, uh, claim number whenever you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alrighty, that is 358-8892.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] Alrighty, I'm just gonna go ahead and send this uh EAB to you really quick and then I'll get that uh check information. I can go ahead and give you that check number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is 20.
[AGENT][NEUTRAL] 41444.
[CUSTOMER][NEUTRAL] And was that a bulk check or single?
[AGENT][NEUTRAL] Single check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, bear with me just a moment. OK, I did just send that EOB.
[AGENT][NEUTRAL] There we are. OK. So, uh, this check was issued [PII], and I am showing it has not yet cleared. So I can go ahead and verify the address that we have, uh, whenever you're ready.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, so that is [PII]
[AGENT][NEUTRAL] In [PII], is that correct?
[CUSTOMER][POSITIVE] That's right. Mhm.
[AGENT][POSITIVE] OK awesome so if y'all haven't received that check within um or after 30 days of the issue date you can give us a call back and we will get it uh voided and reissued to you.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] All right. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Sounds like a plan and if.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just the reference number for the call.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. And so my name is spelled [PII]
[CUSTOMER][POSITIVE] All [PII]. I appreciate your help so much today.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.