AccountId: 011433970860
ContactId: 6bbb452f-b9bb-4b3f-8274-a0f65936263d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207520 ms
Total Talk Time (AGENT): 68859 ms
Total Talk Time (CUSTOMER): 67569 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/6bbb452f-b9bb-4b3f-8274-a0f65936263d_20250516T19:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling for help with a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And are you with the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the policy number for that patient?
[CUSTOMER][NEUTRAL] 231-381-9.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and you were just needing status, is that right?
[CUSTOMER][POSITIVE] That's right, yeah.
[AGENT][NEUTRAL] Uh, looks like we received it 428-25. Proceed [PII], and we made a payment of 40,940.
[CUSTOMER][NEUTRAL] May I have the claim number and the payment details as well, please?
[AGENT][NEUTRAL] Uh, the, uh, claim number is 3598088.
[AGENT][NEUTRAL] Do you want me to fax you an EOB or?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] No, we can wait we can wait for that.
[CUSTOMER][NEUTRAL] Um, but are you able to give me the payment details verbally?
[AGENT][NEUTRAL] Oh, yeah, so it's a payment of 40,940.
[AGENT][NEUTRAL] It was check number 2,042,630.
[AGENT][NEUTRAL] A single check
[CUSTOMER][NEUTRAL] What date was that issued?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK and um can you also tell me it was a paper check, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Can you tell me the address it was mailed to?
[AGENT][NEUTRAL] Let me pull that up one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you, we have the treating office address, but then we have a billing address too so that's why I ask.
[AGENT][NEUTRAL] Uh, looks like it was sent to, and this is for Humble Mint dentistry, is that right?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, you said that total was 490 or 40,940?
[AGENT][NEUTRAL] 40,940.
[CUSTOMER][POSITIVE] OK, I mistyped then. OK, thank you so much for your help, [PII]. Can I have a reference number too?
[AGENT][NEUTRAL] Uh, reference number is going to be my name, [PII]. First initial to last name is [PII], and then today's dated.
[CUSTOMER][POSITIVE] All right I appreciate your help hope you have a great weekend.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.