AccountId: 011433970860
ContactId: 4f499ac3-debe-44ab-9ff8-8850170e487c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 854919 ms
Total Talk Time (AGENT): 355193 ms
Total Talk Time (CUSTOMER): 168418 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/4f499ac3-debe-44ab-9ff8-8850170e487c_20250402T14:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Cedar Lodge Dental. Um, I think we received an extra check for a patient. I just wanna make sure that's what it is.
[AGENT][NEUTRAL] OK, I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, and [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and you said your call I didn't understand you're calling about you received what?
[CUSTOMER][NEUTRAL] So, so I received a couple letters in the mail saying that you guys had record that we had not cashed a check and it said check if you have received it and cashed it check if you haven't received it it gave me a couple options so I went ahead and did it and I faxed it then I got another one and it said second notice and I'm like, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Let me check.
[CUSTOMER][NEGATIVE] So I faxed it and then I left two voicemails for the contact that was on there telling her, hey, I already sent it you guys are still sending these. I already have this check. She every time I call it just goes to her voicemail so I just left two voicemails and then today I just got a check for it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Oh OK, OK, let me take a look at it. Do you have the policy number that's on there?
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh yeah, you might need that. OK, um, policy number is 00.
[CUSTOMER][NEUTRAL] 652-964
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Let's see, and for what was the date of service and the amount of the check?
[CUSTOMER][NEUTRAL] Date of service was [PII].
[CUSTOMER][NEUTRAL] Um, the amount of the check was $60.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're calling just to let us know that the check was received and to make sure you, you don't continue to uh get those letters.
[CUSTOMER][NEUTRAL] No, you sent an extra check I think.
[AGENT][NEUTRAL] Oh, OK. Let me.
[CUSTOMER][NEUTRAL] So I just wanna verify that it it is an extra one and I'm not missing anything. I have the uh check number of the original one that I did.
[CUSTOMER][NEUTRAL] Deposit and then the new one.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] OK, 8095 OK.
[AGENT][NEUTRAL] Let me see the original here.
[AGENT][NEUTRAL] OK, and what is that original check number?
[CUSTOMER][NEUTRAL] Uh, the original one is 1,866,130.
[AGENT][NEUTRAL] OK. So that check has been voided.
[CUSTOMER][NEUTRAL] OK, well we've already deposited.
[CUSTOMER][NEUTRAL] We deposited uh [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So at the because it looks like the check.
[AGENT][NEUTRAL] Let's see, paid [PII].
[AGENT][NEUTRAL] So we voided it in August. So.
[CUSTOMER][NEUTRAL] It paid it paid [PII].
[AGENT][NEUTRAL] Yeah, the original claim paid [PII], so it looks like, I guess we sent out the letter.
[AGENT][NEUTRAL] At the time when we sent out the first letter, I guess you had not received the check.
[CUSTOMER][NEUTRAL] Well, no, I'm just a little confused because [PII] is.
[CUSTOMER][NEUTRAL] Before the.
[CUSTOMER][NEUTRAL] Before we saw the patient.
[AGENT][NEUTRAL] Oh, I'm looking at the wrong claim. I apologize. OK, so it paid. I'm sorry, let me go in here and look and see.
[CUSTOMER][NEUTRAL] OK, I was confused.
[AGENT][NEUTRAL] Reported date service date reported date.
[AGENT][NEUTRAL] And you said you, uh, put that, you deposited the check in October.
[CUSTOMER][NEUTRAL] Yeah, yeah, I mean, I don't know which day we've received it, but it says we deposited [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, and you had no issues with the caching?
[CUSTOMER][NEUTRAL] No, our accountant would have said something to me.
[AGENT][NEUTRAL] Like I did.
[AGENT][NEUTRAL] OK, OK, and then.
[CUSTOMER][NEUTRAL] Yeah and like I said the the letter that you guys were sending me.
[AGENT][NEUTRAL] We sent, I see where we sent you and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah it was it was telling me you guys would cancel and reissue a new one and I said no we've received it so I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, so when you sent in the letter, it, it's your letter said we did receive the check.
[CUSTOMER][POSITIVE] Yeah, yeah, I said we received it we're good.
[AGENT][NEUTRAL] And we still reissued. OK. OK. Let me get with a team lead cause I'm not really sure how.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To handle this.
[AGENT][NEUTRAL] OK, so let me make sure my notes are good. OK, so deposited.
[AGENT][NEUTRAL] [PII]. So do you have uh the date, what is the date of the first letter sent?
[CUSTOMER][NEUTRAL] Um, I don't have that. I know it was last, I'd say it's last month, and then, um, last week is when I sent her the second one and I left her a voicemail.
[AGENT][NEUTRAL] You don't have that. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see because I should be able to see that letter.
[CUSTOMER][NEUTRAL] Something that
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] to watch it if anything starting give us a call, but we'll see you we see.
[CUSTOMER][NEUTRAL] Mothering
[AGENT][NEUTRAL] 13
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, any changes for your?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] they
[AGENT][NEUTRAL] OK, let me put you on hold and get with a team lead. Hold one moment thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh [PII].
[AGENT][NEGATIVE] This on my nerves.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] What in the world happened.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Good morning. How are you?
[AGENT][NEUTRAL] I'm good. I have a question. I have a dental provider holding. So you know how we send out the letter saying, uh, we sent you a check, you haven't cashed it, you know, please let us know if you're OK. So we sent out a letter to them.
[AGENT][NEUTRAL] She sent the letter back to tell us they got the check. They had deposited the check.
[AGENT][NEGATIVE] She said that then she got another letter saying basically y'all haven't responded, but then they turned around and even though she's saying she sent it again saying we received the check, the check was voided and another check went out.
[AGENT][NEUTRAL] Well, the check they voided, she deposited back in October.
[AGENT][NEUTRAL] And so she just received the new check.
[AGENT][NEUTRAL] She said they haven't had any issues as far as the check not being, you know, able to be cashed. It looks like they deposit the check before we even sent the letter out.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The first one.
[AGENT][NEUTRAL] How do we see, let me let you look at it because I'm like, how do we see, uh, 652-964.
[AGENT][NEUTRAL] On [PII] like uh it's the, so the first one is the one ending in [PII] where it says voided.
[AGENT][NEUTRAL] Because I'm seeing the pay date August or yeah, how do we see when they actually voided it?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She got it today, so that's why she's calling.
[AGENT][NEGATIVE] She said whoever sent the letter, she said she'd been trying to call and leave voice messages and nobody's called her back.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. OK. Just make sure I know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so should she mail cause she says she's faxing stuff and even the initial letter she faxed it back.
[AGENT][NEUTRAL] Uh, they still send her updates. So should she mail it or would it be OK for her to fax it again?
[AGENT][NEUTRAL] OK, I think she said she didn't have the original letter.
[AGENT][NEUTRAL] But I'll, I'll see. She said she has this one, but she was like after I, uh, I guess they got the original and she sent it back. I don't think she kept it because I was trying to ask her the date of the original letter.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Duplicate payment.
[AGENT][NEUTRAL] Cause I would think, would they not get like some kind of notification if they try to void a check that's already been cashed.
[AGENT][NEUTRAL] Let me see if this even show the original check number 1,866,130.
[AGENT][NEUTRAL] I mean, the status does say void, but I guess we wouldn't know what it looked like, yeah, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And this is [PII], so she called, she already called on a [PII] call.
[AGENT][NEUTRAL] Client
[AGENT][NEUTRAL] Verify uh that might be different.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um.
[AGENT][NEUTRAL] So what do you know about [PII]? Like, a lot of stuff, I don't know. I get a lot of calls where, OK.
[AGENT][NEUTRAL] So when she said that, I'm like, it might not have been done right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Lord.
[AGENT][NEUTRAL] OK, let me get this provider off the phone. I'll note it and tell her to send it back.
[AGENT][POSITIVE] OK. Thank you, [PII]. Bye.