AccountId: 011433970860
ContactId: 4a1780e4-fd3a-43cb-bb95-5da3cb4e453c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391260 ms
Total Talk Time (AGENT): 162077 ms
Total Talk Time (CUSTOMER): 146763 ms
Interruptions: 9
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/4a1780e4-fd3a-43cb-bb95-5da3cb4e453c_20250124T14:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the dental office. This call is regarding for quality purposes. I need a claim status for a patient. Can you please help me with that?
[AGENT][POSITIVE] I sure can. [PII], go ahead and give me a good policy number, please, sir.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] It is 016.
[CUSTOMER][NEUTRAL] 42598.
[AGENT][POSITIVE] Alright, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] Yes. It is [PII].
[CUSTOMER][NEUTRAL] [PII] consecutive 4.
[CUSTOMER][NEUTRAL] And the 4 consecutive 8.
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. Now, what is your patient's name and date of birth today, please, sir?
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Oh looks like Jacob is the dependent on this dental plan and you did say you want to check status of a claim. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] What with that service.
[CUSTOMER][NEUTRAL] It is, just give me one moment.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what's your total bill?
[CUSTOMER][NEUTRAL] It is $500 even.
[AGENT][NEUTRAL] Alrighty, let me do some checking. Hold on just a moment for me. Let's see. Yeah, looks like that claim has been paid. Let's see what date.
[CUSTOMER][NEUTRAL] I'm OK, let's see what date.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well, there's a $200 check that is dated [PII].
[CUSTOMER][NEUTRAL] There's a $200 check that is dated [PII].
[AGENT][NEUTRAL] You want the check number?
[CUSTOMER][NEUTRAL] You want the check number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Check number is 2022725.
[CUSTOMER][NEUTRAL] OK number it's 2022725.
[CUSTOMER][NEUTRAL] When did you receive this claim?
[AGENT][NEUTRAL] When did we receive the claim? Let me go see.
[CUSTOMER][NEUTRAL] we receive the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, hang on, let me go look.
[CUSTOMER][NEUTRAL] Hang on, let me get a look.
[AGENT][NEUTRAL] The original claim was received [PII].
[CUSTOMER][NEUTRAL] The original claim was received [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] When did you process this claim?
[AGENT][NEUTRAL] Yeah, the check is dated [PII].
[CUSTOMER][NEUTRAL] Yeah, the check is signed.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Just give me one moment.
[AGENT][NEUTRAL] Sure. And do you want that claim number?
[CUSTOMER][POSITIVE] Yes, of course.
[AGENT][NEUTRAL] Let me get back over there. Let's see.
[CUSTOMER][NEUTRAL] over there
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, that claim number is gonna be 355.
[CUSTOMER][NEUTRAL] Yeah that claim number is gonna be 355.
[AGENT][NEUTRAL] 1270.
[CUSTOMER][NEUTRAL] 1270.
[CUSTOMER][NEUTRAL] So it is 3,551,270, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What's the total allowed amount for this claim?
[AGENT][NEUTRAL] Hm, what's the allowed amount? Let me go see.
[CUSTOMER][NEUTRAL] Let's take it.
[AGENT][NEUTRAL] $200.
[CUSTOMER][NEUTRAL] So the total amount is also 200 fully right?
[AGENT][NEUTRAL] Which is what we paid. Mhm.
[AGENT][NEUTRAL] Mhm. Right.
[CUSTOMER][NEUTRAL] So the check is cashed or not?
[AGENT][NEUTRAL] It has not been cashed yet.
[CUSTOMER][NEUTRAL] It is not yet.
[CUSTOMER][NEUTRAL] How much time it will take to process cash yet?
[AGENT][NEUTRAL] You mean how long does it take for y'all to cash your check once you receive it?
[CUSTOMER][NEUTRAL] You mean now is the time of the cash or check.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, that, that I can't answer, but I would allow at least, you know, 10 working days before, but it depends on how quick the dentist office is posting their payments, so that's not, I mean, I wouldn't be able to answer that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] how quick the soonest office is posting their payments, so that's not I wouldn't be able to answer that. OK, understood.
[CUSTOMER][NEUTRAL] Can you send a copy of your fax?
[AGENT][POSITIVE] Sure, give me a good fax number that.
[CUSTOMER][NEUTRAL] Sure. Yeah, the fax number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, give me about 5 minutes and I'll get that faxed over to you, OK?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, can you repeat the fax number you got it? I need to verify.
[AGENT][NEUTRAL] Yes, fax number [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][POSITIVE] Yes, sir, I got it. Is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, just give me one moment. Can you spell your name with the initial for me?
[AGENT][NEUTRAL] I sure can. My name is [PII] and that is spelled [PII] yes. Last initial [PII] [PII]
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Mm, can I have a call reference number?
[AGENT][NEUTRAL] Well, we don't give call reference numbers that, but you can use my name in today's date, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty. Well, thanks so much for calling APO and you have a great rest of your Friday.
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.