AccountId: 011433970860
ContactId: 7bd12b2d-2bbb-4386-ba5a-e0e90f6c8f11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189500 ms
Total Talk Time (AGENT): 106867 ms
Total Talk Time (CUSTOMER): 53081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/7bd12b2d-2bbb-4386-ba5a-e0e90f6c8f11_20250303T18:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling CCL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm trying to check dental claim status for a patient.
[AGENT][NEUTRAL] Sure, I could check on that claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I believe uh it might be the social.
[AGENT][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEGATIVE] I'm not positive. OK, uh, 398131817.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And what was the name of the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. OK, so I did find this policy, and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] And what was the name of the provider?
[CUSTOMER][NEUTRAL] Uh, let me see which providers on this one. This one is under Doctor [PII].
[AGENT][NEUTRAL] OK, perfect. I did find this claim, uh, so it looks like we paid a benefit of $94.40. It'll be one moment with that claim and check information for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, did you need that claim number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, that is 3559609.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then I've got that check number as well. Oh sorry, go ahead.
[CUSTOMER][NEUTRAL] And do you know the date
[CUSTOMER][NEUTRAL] Sure, and then I was just looking for the date that it was paid.
[AGENT][NEUTRAL] Yeah, so this check was issued [PII], and I am showing that it has not yet cleared, um, so once it reaches I'm unable to, um, reissue another check until it's been at least 30 days from that issue date, um, but I can verify the address that we sent it to, uh, whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, yeah, that'd be great.
[AGENT][NEUTRAL] OK, that is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Perfect, that is correct.
[AGENT][NEUTRAL] OK awesome all right um so if you've not received it by that 30 day mark, uh, from the [PII] of last month, um, you can give us a call back, we will get it voided and reissued to you.
[CUSTOMER][POSITIVE] Perfect. And can I get that check number just so we have it for our records please?
[AGENT][NEUTRAL] Of course, absolutely. That is 202-592-1.
[CUSTOMER][POSITIVE] Perfect great thank you so much for your help.
[AGENT][NEUTRAL] Alright, of course. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.