AccountId: 011433970860
ContactId: 4872338b-ffec-4fd2-b220-4f92c3159b3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390019 ms
Total Talk Time (AGENT): 149169 ms
Total Talk Time (CUSTOMER): 83540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/4872338b-ffec-4fd2-b220-4f92c3159b3d_20250203T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I'm sorry, let me transfer this. I'm trying to get a status of a dental claim.
[AGENT][NEUTRAL] OK, I can help you. May I have your name?
[CUSTOMER][NEUTRAL] [PII] Sorry, I just switched the call to my phone.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] You can probably hear me better now?
[AGENT][NEUTRAL] I can't thank you [PII]. What is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is that policy number?
[CUSTOMER][NEUTRAL] Uh, maybe there's a 0, but on the claim I have 956-779. It looks kind of short though.
[AGENT][NEUTRAL] OK, that was 956779. OK, let me check that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient is [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you, and that is the policy number. Give me one second please, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, you're calling for claim status for today. I can help you. What's that date of service and total charge amount please.
[CUSTOMER][NEUTRAL] 1210 24 total 354 with 0 cents.
[AGENT][NEUTRAL] 406. OK, thank you.
[AGENT][NEUTRAL] 210
[AGENT][NEUTRAL] And if you could also verify the procedure codes that were billed for the service for the member for that charge.
[CUSTOMER][NEUTRAL] Mhm it's uh 1 11:10 0 120, 0274 0220 and 0230.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, it shows that the claim was received and there was a payment made on it. Give me one second, get those claim details for you.
[AGENT][NEUTRAL] OK, let's just go back here.
[AGENT][NEUTRAL] Yeah, the claim was received on [PII] and it was processed on [PII] and a payment of $339.20 was made.
[AGENT][NEUTRAL] Let me give you that check number as well as the claim number. Give me one second to check on that for you.
[AGENT][NEUTRAL] OK, that was claim number 3,544,440.
[AGENT][NEUTRAL] And the check number shows.
[AGENT][NEUTRAL] 2019844
[AGENT][POSITIVE] And the check still shows outstanding actually give me one second please, [PII], to verify.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not there.
[AGENT][POSITIVE] May I place you on a brief hold until the image populates I do apologize. Thank you so much. Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 3:30
[AGENT][NEUTRAL] 123
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And thank you so much for your patience. The check was mailed to, thank you, Rodeo Dental Management LLC [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that the correct mailing? I'm sorry.
[CUSTOMER][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] Um, yes, I got out of that claim now I have to load it back up, but I think that's the right address. This is, uh, let me see.
[CUSTOMER][NEUTRAL] The main location, yeah, main office. Yes, that's the correct address, um.
[CUSTOMER][NEUTRAL] So I'm just
[CUSTOMER][NEUTRAL] Wait before we get it re uh issued I guess.
[AGENT][NEUTRAL] Well, actually, um, it was
[CUSTOMER][NEGATIVE] Um, you said it's not cleaned.
[AGENT][NEGATIVE] And no, it has not cleared. However, it was, um, processed and printed on [PII], so it's well over the 30 days of course that we have to wait or we can't wait. So with that being said, I can request that check to be voided and a new check reissued and mailed to the same address.
[CUSTOMER][NEUTRAL] Um, I'm gonna wait and then I'll call back next week and see how after we reach out to the office and then um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] I think that's it. Just the reference number, thank you so much for your information.
[AGENT][NEUTRAL] You're welcome. Uh, we do not provide reference numbers. You can use my name and today's date. Uh, my name is [PII], last initial [PII], and also you can check claim status on our secure website as well, and that's [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome, Miss [PII]. You have a great day and thanks for calling ATO. Thank you.
[CUSTOMER][POSITIVE] Appreciate
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][NEUTRAL] Bye.