AccountId: 011433970860
ContactId: 659c91ad-af12-489c-93d4-b1b8c7471edc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327119 ms
Total Talk Time (AGENT): 112343 ms
Total Talk Time (CUSTOMER): 55353 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/659c91ad-af12-489c-93d4-b1b8c7471edc_20250422T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from in dentistry calling to see if I can get a check reissued.
[AGENT][NEUTRAL] OK, yeah, let's take a look. Do you have the check number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To let me know you're ready.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] It's 202-291-3.
[AGENT][POSITIVE] Alright, thank you, let me pull it up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright. And then if you could verify the insured's first and last name, please?
[CUSTOMER][NEUTRAL] Yes ma'am, that is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, I apologize. I thought that check would bring up his policy number. Do you have that there by chance?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 1266556.
[AGENT][NEUTRAL] Thank you. And then [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so was the check sent to the wrong address? It looks like it was issued to the [PII].
[CUSTOMER][NEUTRAL] Which is our trading address we just haven't received it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So just to confirm, the address is correct. It just has not been received?
[CUSTOMER][NEUTRAL] Yes, well, we have a billing address where the payment should go to, but they sent it to the training which is OK as well.
[AGENT][NEUTRAL] Oh, OK. All right.
[AGENT][NEUTRAL] Let me see what was on the claim really quick because usually they'll send it to whatever the billing address is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, when it came through on here it says the billing address, it has it as that [PII]. Do we need to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I think you might have switched around because on the original claim form in [PII] 48 we have a [PII] and then the [PII] we have [PII].
[AGENT][NEUTRAL] Hm, and [PII] and [PII] are shows the same.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, I can reissue it or put in for a reissue since it's been well over 30 days. It'll go back to that same address if we need it sent to a different address, we would need the billing address to show differently on our end, so just resubmit the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's OK. You can go back to that one.
[AGENT][NEUTRAL] OK, alright, I will put in a request for this to be voided and reissued. Um, it does go to another department to verify that it's still outstanding, so give it honestly about 30 days for the void reissue and to be received and all that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Just no time.
[AGENT][POSITIVE] Yeah, no, not a problem.
[CUSTOMER][POSITIVE] Thank you so much and is there a reference number for the call?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is going to be my name with my last initial in today's date. So my name is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] And thank you so much, sir. You have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.