AccountId: 011433970860
ContactId: 7e386488-45e7-4daf-9420-6c564d979e97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422600 ms
Total Talk Time (AGENT): 82920 ms
Total Talk Time (CUSTOMER): 119444 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/7e386488-45e7-4daf-9420-6c564d979e97_20250430T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. This is [PII] calling from dental provider office to check claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, and I missed your name. What was that?
[CUSTOMER][POSITIVE] OK, I can help you with client service
[CUSTOMER][NEUTRAL] [PII] Can you spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII]
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Hey, [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Subscriber ID?
[AGENT][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] 02316743
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Date of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[CUSTOMER][NEUTRAL] And the total bill charges is $282. In that, I need to check for the procedure code.
[CUSTOMER][NEUTRAL] 0210.
[AGENT][NEUTRAL] It looks like we processed the claim.
[AGENT][NEUTRAL] Received [PII] 11 [PII] process 5-12-2023.
[CUSTOMER][POSITIVE] You have a wonderful
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You made a payment of 20,660.
[CUSTOMER][NEUTRAL] 2660
[CUSTOMER][NEUTRAL] The claim is paid.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. 0210 code also paid it, correct?
[AGENT][NEUTRAL] Yes, page 10,160.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Paid the amount is 100 and.
[AGENT][NEUTRAL] The total pay charges paid amount is 20,660.
[CUSTOMER][NEUTRAL] 60.
[CUSTOMER][NEUTRAL] Can you repeat? Your voice is breaking.
[AGENT][NEUTRAL] We paid a total of 20,660.
[CUSTOMER][NEUTRAL] 12 6 60.
[AGENT][NEUTRAL] 206.60
[CUSTOMER][NEUTRAL] Yeah, OK. May I know the pay date?
[AGENT][NEUTRAL] My date is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]. OK. Check number.
[AGENT][NEUTRAL] Number is
[AGENT][NEUTRAL] 1785684.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] 329-3311.
[CUSTOMER][NEUTRAL] 32
[CUSTOMER][NEUTRAL] The check is cleared or uh
[CUSTOMER][NEUTRAL] Dillon
[AGENT][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] Yeah, because we won't receive payment from still payment. Can I able to check?
[AGENT][NEUTRAL] And let's see. It looks like the check was voided. Let me see.
[AGENT][NEUTRAL] What happened?
[AGENT][NEUTRAL] What is the address on the claim?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Sorry, check address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, what you're having from your hand?
[AGENT][NEUTRAL] I, I need to know what address was submit.
[CUSTOMER][NEUTRAL] The pay.
[CUSTOMER][NEUTRAL] Yes, so here I'm having the address is [PII]. That is the paying address.
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I show the check was voided, but I don't see where it was reissued, so I can get that sent back through for reissue.
[CUSTOMER][NEUTRAL] Yeah, OK. Yeah, OK.
[AGENT][NEUTRAL] Uh, it takes about 7 to 10 working days.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] And they take 7 to
[CUSTOMER][NEUTRAL] 10 business days.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I know the reference number?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Yeah, OK. Thank you for your great assist. Have a great day. Bye for now.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah