AccountId: 011433970860
ContactId: 74d087fc-d9c5-4c18-81ac-5773f7322904
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462519 ms
Total Talk Time (AGENT): 118407 ms
Total Talk Time (CUSTOMER): 165701 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/74d087fc-d9c5-4c18-81ac-5773f7322904_20250121T16:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good morning. This is [PII].
[AGENT][NEUTRAL] Hello. How may I assist you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, back in November.
[CUSTOMER][NEUTRAL] I had a
[CUSTOMER][NEUTRAL] Credit coming to me for $40.
[CUSTOMER][NEUTRAL] That you
[CUSTOMER][NEUTRAL] Sent to my dentist instead of to me.
[CUSTOMER][NEGATIVE] And my dentist never received the $40 credit, and neither did I.
[AGENT][NEUTRAL] OK. May I, you're the policy holder, so may I please have your policy number?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] 50759
[AGENT][NEUTRAL] That's 450759.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And could you please verify your date of birth with me and the mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And I do need to get a call back number just in case the call is disconnected and also verify your email address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying your policy. Do you have that date of service for that claim?
[CUSTOMER][NEUTRAL] I do. The service date was [PII].
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] OK, it doesn't look like we have a claim for that date of service.
[AGENT][NEUTRAL] So we haven't received a claim for that date of service.
[CUSTOMER][NEUTRAL] I have a copy right in front of me, but EOB.
[AGENT][NEUTRAL] May I have the claim number listed on the EOB?
[CUSTOMER][NEUTRAL] The claim number listed on the EOB is 352.
[CUSTOMER][NEUTRAL] 322 8
[AGENT][NEUTRAL] 353523228. Let me check that for you.
[AGENT][NEUTRAL] I'm not sure why I wouldn't pull up in the system with the data service. Let me check that again.
[CUSTOMER][NEUTRAL] [PII] service date.
[AGENT][NEUTRAL] OK, and I'm gonna pull that image up as well in the system.
[AGENT][NEUTRAL] OK, so I did pull that claim up and it does show that we did make a payment on that claim that claim was processed on.
[AGENT][NEUTRAL] [PII] and it was submitted to the mailing address that is listed on that claim.
[CUSTOMER][NEUTRAL] which is what?
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] [PII] and the provider is.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm not exactly sure how to pronounce the last name, but [PII].
[CUSTOMER][NEUTRAL] OK, [PII], that's the first thing I said to you when this phone call began.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I reported to you that Doctor Saidi [PII] did not receive.
[CUSTOMER][NEUTRAL] That credit, that money, the money that you said you sent to him.
[CUSTOMER][NEGATIVE] 1029, he did not receive that $40 credit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nor did I. But you can test your system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It was not paid or it wasn't sent. I don't know where it went. We didn't get it. The dentist didn't get it and I didn't get it.
[CUSTOMER][NEGATIVE] So you owe me $40. It was supposed to be sent to me, not the dentist.
[CUSTOMER][NEUTRAL] I always pay the dentist in full. He insists that I pay his bill in full before I leave the office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pay him, I come home and I send you the receipt.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for this claim.
[CUSTOMER][NEUTRAL] I've been with APL.
[CUSTOMER][NEUTRAL] since [PII].
[CUSTOMER][POSITIVE] There should be no problem.
[CUSTOMER][NEUTRAL] But you've got a missing check out there, which I am reporting to you as of today, [PII].
[AGENT][NEUTRAL] OK, so the only thing that excuse me, that I can inform you on this claim with this claim, it does show that it went out to the provider that is listed on here. So if the provider has not received that check that provider has to contact us and let us know that they have not received it. Since we have not received a call from the provider, we're not, we can't say that their provider does not have that check in office.
[CUSTOMER][POSITIVE] Provider's word is better than mine.
[AGENT][NEUTRAL] We have to
[CUSTOMER][NEUTRAL] I just got off the phone with the provider.
[AGENT][NEUTRAL] I do understand that.
[CUSTOMER][NEUTRAL] I just called the provider and asked.
[AGENT][NEUTRAL] But the provider has to contact us.