AccountId: 011433970860
ContactId: 745b0382-46e1-499b-92c1-8c9b9ba7a672
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 586349 ms
Total Talk Time (AGENT): 66164 ms
Total Talk Time (CUSTOMER): 110866 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/745b0382-46e1-499b-92c1-8c9b9ba7a672_20250204T21:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling with Shreveport Viser Family Dental Care. I'm calling about a payment from APL.
[AGENT][NEUTRAL] Can I have a callback number for you, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number of the member that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] 00608026
[AGENT][NEUTRAL] What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Mr. [PII] and his birthday is, let me get that pulled back up. I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the claim number that you're calling about today?
[CUSTOMER][NEUTRAL] 3544811
[AGENT][NEUTRAL] And how can I assist you?
[CUSTOMER][NEUTRAL] OK, so we called earlier when we were checking on the payment for this, uh, data service 926-24. We were told that it had already paid and it cleared on 12-26-24.
[CUSTOMER][NEUTRAL] However, we confirmed with our bank that it it didn't, it's not deposited into our bank.
[CUSTOMER][NEUTRAL] And I see that it says paid to providers, so um this EOB would lead me to believe that we received the check and it's cleared with us so I was just wanting to confirm some further information.
[AGENT][NEUTRAL] Yes, it was clear [PII].
[CUSTOMER][NEUTRAL] Right, so I, I was told that now can you tell me what bank or where it cleared out or any further information so I can confirm like it cleared with us or where it was mailed to the check?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So the check was mailed to [PII].
[CUSTOMER][NEUTRAL] OK, that is our address for sure, um.
[CUSTOMER][NEUTRAL] Do you happen to have, or would you be able to get me a copy of the check so that I can email it to my bank and see if they can confirm?
[AGENT][NEUTRAL] Well, I won't be able to
[AGENT][NEUTRAL] You, I can request it, however, it won't be today. It's gonna take days because this have to go to the finance department.
[CUSTOMER][NEUTRAL] That's fine. I understand.
[AGENT][NEUTRAL] May I place you on a brief hold while I make that request for you?
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] Thank you, [PII] I'll be back.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You think
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you [PII] for holding. So what is the fax number you would like this information to be sent over to?
[CUSTOMER][NEUTRAL] And if you can send it to area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. You're right.
[AGENT][NEUTRAL] OK, so I'm gonna send this over to the finance department so that they can research and get back with me once I receive a copy of the check. Well I'm notified that this task has been completed, then I will send you a copy of the check.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much for your time.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am. That'll be all for now.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][POSITIVE] Thanks, goodbye.