AccountId: 011433970860
ContactId: 5444848f-8234-4c9b-b3d1-ac9f0ccd1f48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395760 ms
Total Talk Time (AGENT): 151728 ms
Total Talk Time (CUSTOMER): 88677 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/5444848f-8234-4c9b-b3d1-ac9f0ccd1f48_20250114T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I need to check on the status of some claims that we've sent you guys.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with claim status. Um, first, I'll need a callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 02316266.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And what's the date of service and bill charges on the first client?
[CUSTOMER][NEUTRAL] On the first claim, it was from [PII], submitted charges was 185.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, for trailhead Family dentistry?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing that that claim number is 3543023.
[AGENT][NEUTRAL] It paid out for $184 even.
[AGENT][NEUTRAL] Um, we received it on.
[AGENT][NEUTRAL] We received it on [PII] and it processed and paid out on [PII].
[CUSTOMER][NEUTRAL] Does it show that the check has been cleared because we don't have it.
[AGENT][NEUTRAL] And let's see, let me pull up the check information.
[AGENT][NEUTRAL] It was a single check. The check number is 2019172 and I'm pulling up that information. One moment.
[AGENT][NEUTRAL] It's just been cleared.
[AGENT][POSITIVE] It was mailed to the address on the claim, [PII] and it's showing that it's still outstanding.
[CUSTOMER][NEUTRAL] It's in the PO box.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What was that number of the PO box again?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 987.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], when was it mailed?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, we, we'll check that again.
[AGENT][NEUTRAL] OK. And you have another date of service?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's for the same patient and it's [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I'm showing that this claim was received on [PII]. It processed on [PII].
[AGENT][NEUTRAL] And it paid out for $151 even.
[AGENT][NEUTRAL] And to the same address.
[AGENT][POSITIVE] The check is still pending. Yeah, I'm showing that the check is um still it's still outstanding.
[CUSTOMER][NEUTRAL] OK, can I have that check number as well?
[AGENT][NEUTRAL] It is 2019171.
[CUSTOMER][NEUTRAL] OK, and we'll check that PO box, um.
[CUSTOMER][NEUTRAL] And then I have one more, it's on the same policy, but it's a different patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And who's the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And please verify her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we received this one on [PII]. It processed on [PII].
[AGENT][NEUTRAL] See, the claim number is 3543313.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And it paid out for $267.
[AGENT][NEUTRAL] And that check number is 2,019,170.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mailed to the same address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a way we can get that changed to our um street address instead of the PO box?
[AGENT][NEUTRAL] Um, yes, what you can do is, um, send in a W-9 form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can fax that to us.
[CUSTOMER][NEUTRAL] What's your fax number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I have that, thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that is all.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm