AccountId: 011433970860
ContactId: 554352c0-ace9-4c48-a9ae-cac837d58007
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 651000 ms
Total Talk Time (AGENT): 110815 ms
Total Talk Time (CUSTOMER): 195633 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/554352c0-ace9-4c48-a9ae-cac837d58007_20250310T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, I'm just actually calling to check on um this claim that was submitted in December, just checking status.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is going to be 0251574802515748. Yeah, sorry, I thought I missed the number.
[AGENT][NEUTRAL] And what's the, OK, and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name, I believe it's [PII]. Yes, [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes, so we submitted a claim on [PII] and this in the amount of $278.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] What's the data service?
[CUSTOMER][NEUTRAL] The service is 1216 24.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Not showing let's see.
[AGENT][NEUTRAL] Are you a dental provider?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the procedure code on the claim?
[CUSTOMER][NEUTRAL] Uh, looks like we did a limited and a panel which would be D00410 and a D0330.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, got it. Thank you.
[AGENT][NEUTRAL] So the claim process [PII].
[AGENT][NEUTRAL] And we made a payment of 200 even.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Paid 6480 on the D0140.
[AGENT][NEUTRAL] And paid 135 20 on the panel.
[CUSTOMER][NEUTRAL] Was that submitted to the provider or submitted to the patient?
[AGENT][NEUTRAL] Provider
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Um, let me go ahead and.
[CUSTOMER][NEUTRAL] Um, OK, I see.
[CUSTOMER][NEUTRAL] I said 200 even correct?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Her oh paper check?
[AGENT][NEUTRAL] Uh-huh, verify your billing address.
[CUSTOMER][NEUTRAL] My paper check.
[CUSTOMER][NEUTRAL] Let me go ahead and write this down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a PO box, um, PO box is going to be um [PII]. Is that what you have?
[AGENT][NEUTRAL] I'm showing a physical.
[CUSTOMER][NEUTRAL] A physical address is [PII].
[AGENT][NEUTRAL] Yeah, it was mailed to the physical address.
[CUSTOMER][NEUTRAL] OK. And can I get the check number, please?
[AGENT][NEUTRAL] Uh huh, that number is 202.
[AGENT][NEUTRAL] 1826.
[CUSTOMER][NEUTRAL] OK, and does that should have a clear date or no?
[AGENT][POSITIVE] Yeah, I'm still showing it outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Not cleared as of today.
[CUSTOMER][NEUTRAL] And that was submitted or was sent on January.
[AGENT][NEUTRAL] The date the next day after it processed.
[CUSTOMER][NEUTRAL] So [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it was sent out [PII], the day after it processed?
[AGENT][NEUTRAL] The date after it processed, yes.
[CUSTOMER][NEUTRAL] Which was I thought you said January I'm sorry.
[AGENT][NEUTRAL] Uh, it, it is in January.
[CUSTOMER][NEUTRAL] OK, can you tell me the date? I'm sorry.
[AGENT][NEUTRAL] It processed on [PII] and so it was mailed that [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I would assume it should and it.
[AGENT][NEGATIVE] For the next business day I didn't even go to the calendar and see if the [PII] was a weekend.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Yeah, the [PII] would have been a Thursday, so it mailed out on the [PII].
[CUSTOMER][NEUTRAL] Yeah, OK, um, and then, uh, let's see, so I mean I would think they would have received it by now.
[AGENT][NEUTRAL] So are you in the location that receives the checks?
[CUSTOMER][NEUTRAL] And so I, I'm a remote worker, but I work under that office location, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so let me see.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] I'm trying to think
[CUSTOMER][NEUTRAL] I'd hate to have it reissued, so let me, let me just.
[AGENT][NEUTRAL] Now, since you're remote, is there any way you can contact that office?
[CUSTOMER][NEUTRAL] Yeah, of course, just give me one second, um.
[AGENT][NEUTRAL] Before we, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm just double checking with the office contacts. One second. I thank you so much for being patient. Sometimes what happens is if you guys send a a paper check to the physical address, we typically send it to our PO box. I wanna make sure that we did receive it that way I'm not like reissuing and then then we get something that can't, you know, be cast.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right. Exactly. And no rush.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, so they are having it. They did send it to our PO box, so then I will not reach you, um, so I'm just gonna go ahead and get the call.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Um, I'm gonna go ahead and get the call reference if I can get my life together over here, OK, my voicemail.
[AGENT][NEUTRAL] It it'll be my name in today's date.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] um, I apologize. Can you tell me your name one more time?
[AGENT][NEUTRAL] It's [PII] and then first initial of my last.
[CUSTOMER][NEUTRAL] And then today
[CUSTOMER][NEUTRAL] Yeah, go ahead, sorry.
[AGENT][NEUTRAL] Last, yeah, the first initial of my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help. I really appreciate that. Thank you for being patient with me.
[AGENT][POSITIVE] Oh, absolutely, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a nice day. Bye-bye.