AccountId: 011433970860
ContactId: 70cb8e51-eb62-4f5e-9da7-4f97b52bc792
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397809 ms
Total Talk Time (AGENT): 101997 ms
Total Talk Time (CUSTOMER): 100624 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/70cb8e51-eb62-4f5e-9da7-4f97b52bc792_20250312T19:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I need to check on a claim that was supposed to be transferred over from dental to see what the status of it is, please.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 253-655-3.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you're needing to know a claim status?
[CUSTOMER][NEUTRAL] Yes, for data service, um.
[CUSTOMER][NEUTRAL] [PII] for $330.
[AGENT][NEUTRAL] OK, hold on one moment, I'll look that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we paid $75 on that.
[CUSTOMER][NEUTRAL] OK. Um, when was that? Was it just recently?
[AGENT][NEUTRAL] Hold on just a moment, I can tell you when it was.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was done on [PII].
[CUSTOMER][NEUTRAL] On [PII], what address was it sent to? Do you know?
[AGENT][NEUTRAL] Hold on one second, I can look it up for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so it was done the day after I called or I talked to somebody.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see exactly where it went to.
[AGENT][NEUTRAL] I'm showing [PII] facial and oral surgery, is that correct?
[CUSTOMER][NEUTRAL] Yes, what address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, what's, what suite number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a second. Let me pull the claim up and look at it as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I apologize.
[AGENT][NEUTRAL] My system's slow. I'm sorry.
[CUSTOMER][POSITIVE] No, you're good. Mine was that way earlier today.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Went to [PII] is all is showing on here. It's different than what was on the claim.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] They left out the [PII].
[AGENT][NEGATIVE] And the [PII] is what it looks like. It went to the, didn't go to the correct address.
[CUSTOMER][NEUTRAL] OK, um, can we.
[CUSTOMER][NEUTRAL] Because I don't think we'll, and it's already been almost a month, can we, can you reissue that check?
[AGENT][POSITIVE] Yes, ma'am. I can get it void and reissued.
[AGENT][NEUTRAL] Since it went to the incorrect address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just give it a couple, probably 2 or 3 days and it'll be redone.
[CUSTOMER][NEUTRAL] OK, and you and the suite number you've got the you've got the 445 for it?
[AGENT][NEUTRAL] 45, right, that's on the claim, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then the reference number is just your name and today's date, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Um thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII] for calling IPA. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Well.