AccountId: 011433970860
ContactId: 6692c669-e09e-44fb-8e96-e0bbcaa07438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301660 ms
Total Talk Time (AGENT): 130558 ms
Total Talk Time (CUSTOMER): 70203 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6692c669-e09e-44fb-8e96-e0bbcaa07438_20250210T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was calling to check on the status of the claim.
[AGENT][NEUTRAL] Yeah, I could check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what was yours?
[AGENT][NEUTRAL] OK. It's [PII]
[AGENT][POSITIVE] And then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do it's uh 021315 02131659.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that uh what was the date of service for this client, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, do you have the bill amount?
[CUSTOMER][NEUTRAL] It is uh.
[CUSTOMER][NEUTRAL] $127.31.
[AGENT][POSITIVE] Got it OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the name of the provider's office you're with [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, dental care at the fountain.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is the doctor, is that uh [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I did find one claims, um, however, there's just procedure code it's for $173 even.
[CUSTOMER][NEUTRAL] Uh, what was the amount?
[CUSTOMER][NEUTRAL] I mean what was the procedure code I'm sorry.
[AGENT][NEUTRAL] That was 10
[AGENT][NEUTRAL] 0 04910.
[CUSTOMER][NEUTRAL] You said 04.
[AGENT][NEUTRAL] 910.
[CUSTOMER][NEUTRAL] OK, uh, that's the one that we're, um, inquiring about the period maintenance.
[AGENT][NEUTRAL] OK, OK, so the amount that was that we received was 173, um, we.
[AGENT][NEUTRAL] Paid the a benefit of $69.20.
[CUSTOMER][NEUTRAL] You said you guys paid $69.
[AGENT][NEUTRAL] Yes, um, give me one moment. That was $69.20.
[CUSTOMER][NEUTRAL] When was that paid?
[AGENT][NEUTRAL] I can give you that claim number if you need that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, are you ready for the claim number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it's 354-446-6.
[AGENT][NEUTRAL] And then the check number is.
[AGENT][NEUTRAL] 2019846
[CUSTOMER][NEUTRAL] OK, the check number was 2019846?
[AGENT][NEUTRAL] Yes, that's correct. Um, I'm showing that this check was issued [PII], and I am showing that it has not yet cleared so since it has been well after 30 days, I can go ahead and get this voided and reissued. Um, let me verify the address that we have.
[AGENT][NEUTRAL] Um, I've got [PII].
[AGENT][NEUTRAL] And sorry, oh, can you hear me?
[CUSTOMER][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I was just gonna verify.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so I will go ahead and get this uh voided and reissued to you. Um, did you, if you'd like I can send you a copy of this EOB so you've got that information.
[CUSTOMER][NEUTRAL] That's OK. I won't need it, um, and you said you're gonna go ahead and do it today?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] OK, cool. Can I get a reference number please?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's all. Thank you so much.
[AGENT][POSITIVE] OK, well thanks for calling ATL. You hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye.