AccountId: 011433970860
ContactId: 79434ab0-3419-4702-b859-4895819d2174
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563609 ms
Total Talk Time (AGENT): 147407 ms
Total Talk Time (CUSTOMER): 133302 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/79434ab0-3419-4702-b859-4895819d2174_20250214T18:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I was calling, um, I, we had spoken to somebody, um, recently in regards to um one of our patients, um, for an EOB for a data service, um, we, you guys said that we received a check for $55 and it was cleared on [PII] and um we had requested for a fax.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of the check to be sent to us and I was just following up on that to see if there was like any like reference number from the last representative we spoke to because we haven't received anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, and this request was today or the request was back on [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, so we had called about it on [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] My name is [PII] and it is [PII].
[AGENT][NEUTRAL] And um you're calling from which facility or provider for my notation? What's the name?
[CUSTOMER][NEUTRAL] It is Shreveport Bossier Family Dental Care and it, the doctor's name is Doctor [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is 00608026.
[AGENT][NEUTRAL] OK thank you one moment let me pull this.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me look at the notes.
[AGENT][NEUTRAL] OK, so um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, and the date of service is going to be, um, you said [PII], is that the date of service?
[CUSTOMER][NEUTRAL] No, the date of service is [PII], um.
[CUSTOMER][NEUTRAL] There was a check the check number was 2019849, and it, the representative we spoke to last time said that the check cleared on [PII] for $55 but we don't have any record of that payment so she was supposed to be getting with um somebody in a different department to have the original the check that was cashed um faxed over to us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Because we can't we can't find.
[AGENT][NEUTRAL] OK, let me search all this information. Let me go and see if I can find that request or if I can find a copy of the check or anything like that. OK, do you mind holding for me?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] Thank you, Miss [PII]. Thank you. And you said your name is [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], I think I put me.
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[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 for holding and being patient for Ms. [PII]. OK, I see what happened. OK, so she sent a request on that day that you called in for the check to be um reviewed and it looks like the check was never cashed. So what they end up doing was um canceling, voiding the check, and reissuing the check. So the new check went out on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it was um sent today.
[CUSTOMER][NEUTRAL] And it was the [PII] of this month, so yesterday, correct?
[AGENT][NEUTRAL] Yes, yesterday it was reissued and it was sent out by mail today, this morning.
[CUSTOMER][NEUTRAL] And do you know about how long it takes to receive?
[AGENT][NEUTRAL] It goes regular mail, so it really depends on the postal service, but it is usually 5 to 7 business days before you get it. I can give you the check number and the claim number that is gonna be under.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, alright, so again the process date.
[AGENT][NEUTRAL] Um, was [PII].
[AGENT][NEUTRAL] Um, the claim number is 356.
[AGENT][NEUTRAL] 3363.
[AGENT][NEUTRAL] And the check number is 2027537.
[AGENT][NEUTRAL] And it's gonna be the same amount.
[CUSTOMER][NEUTRAL] OK, yes ma'am. All right, well then that's all I needed to know for today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well thank you for calling APL. If you have any other questions, just feel free to call us back. Yeah, it should be on the way, OK?
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Have a good weekend, Miss [PII]. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.