AccountId: 011433970860
ContactId: 599f382a-b38a-4048-9f3c-2099af5eb37a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180259 ms
Total Talk Time (AGENT): 92789 ms
Total Talk Time (CUSTOMER): 70109 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/599f382a-b38a-4048-9f3c-2099af5eb37a_20250203T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Joseph Lay's dental office. I was calling to verify if a patient was eligible at the state of service and
[CUSTOMER][NEUTRAL] If she still is.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02507207
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you are calling for eligibility. I do show that this policy has been effective since [PII]. It is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I, we sent the claim on [PII] and it hasn't been paid, so I was just calling to follow up on that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To see if you got it, see if we have the correct payer ID.
[AGENT][NEUTRAL] OK and the um provider one more time?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I do show the claim received. Let me look here.
[AGENT][NEUTRAL] So it looks like the claim was paid.
[AGENT][NEUTRAL] Uh, back in [PII]. Let me check the, uh, payment information.
[CUSTOMER][NEUTRAL] Did it go through zealous?
[AGENT][NEUTRAL] Let me check it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like it was paid to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It wasn't a mail check or
[AGENT][NEUTRAL] It, it was a mail check, a single mail check.
[CUSTOMER][NEUTRAL] OK, we did not receive that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does it show that it cashed?
[AGENT][NEUTRAL] It is still open. It has not cash, so, uh, what they've been is, OK, what I will do is set up a void and reissue, and this is the correct address.
[CUSTOMER][NEGATIVE] Yeah, because we haven't received that.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. OK, I will set a, set up a um void and reissue that will be completed within the next 24 to 48 hours.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, that is it thank you for your help.
[AGENT][POSITIVE] OK, you have a wonderful day, [PII]. Thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] You as well thank you.
[CUSTOMER][NEUTRAL] Bye bye.