AccountId: 011433970860
ContactId: 86291eea-3fc2-4b47-a9fe-a838cbaa3c4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366559 ms
Total Talk Time (AGENT): 63930 ms
Total Talk Time (CUSTOMER): 155257 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/86291eea-3fc2-4b47-a9fe-a838cbaa3c4f_20250326T19:06_UTC.wav
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[AGENT][NEUTRAL] contact
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this time we have
[CUSTOMER][NEUTRAL] Yeah, this is [PII], and I was checking for the dental claim status on a recorded line. How are you doing today?
[AGENT][NEUTRAL] Yes, I'm fine. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Thanks for asking. And sorry, I was not able to get your name.
[AGENT][NEUTRAL] Yes, my name is [PII] and I can certainly help with the claim status. And what's that policy number, please?
[CUSTOMER][NEUTRAL] Oh sure, [PII], let me do that.
[CUSTOMER][NEUTRAL] 246-611-5.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, this was for the patient.
[CUSTOMER][NEUTRAL] First name is uh [PII] Last name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And uh is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yeah, I appreciate that.
[AGENT][NEUTRAL] And what date of service are we looking for for floor?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Uh, we were checking on [PII].
[CUSTOMER][NEUTRAL] Uh, total charge amount $1,973. And actually, I just, uh, discussed this claim a few moments uh before you with a soul. And uh they said that it was being split in two parts. Uh, they received for $1,244 729 dollars.
[CUSTOMER][NEUTRAL] And also, they provided me the denial code and the payment amount. But when I checked, uh, I was not able to locate these two payments in my system. So just wanted to confirm only one thing whether this payment has been showing cash at your end or still outstanding.
[AGENT][NEUTRAL] OK, and is that, uh, which, which amount are we looking for?
[CUSTOMER][NEUTRAL] Uh, this is for both the games because they have, I think, split it in two parts. Uh, one was for $1,244 which they paid $123.60. Uh, said, uh, this was issued on [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Under the check 1848192, uh, which I tried to locate in my system but I was not able to.
[CUSTOMER][NEUTRAL] And the another one, they said they paid for $58 on the same date but a different check number, 1,848,190. So, yeah, that's only confirmation. I just wanted to check whether the both are showing clear at your end are still outstanding.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check. Excuse me just one moment please, [PII]. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm showing both checks were voided. They were originally sent out to [PII], but it looks like they were returned to us as being undeliverable. So is that the correct address or?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, that, that is the treating address which you provided me. That uh address was uh pro like patient was treated. So this was when you are saying voided and it has been written to you.
[CUSTOMER][NEUTRAL] OK. So possible to update that uh address or the provider office need to call and update the new address?
[AGENT][NEUTRAL] Yeah, I wouldn't, yeah, I wouldn't know so.
[AGENT][NEUTRAL] Yes, they, they probably would need to do that and then, then we can go ahead and, and uh and take care of that. But that is what has happened with those two checks is that we're showing that they, that they were voided.
[CUSTOMER][NEUTRAL] Um, yeah, yeah.
[CUSTOMER][POSITIVE] OK. Got you. No problem. I'll update the same thing. Uh, no problem. And, uh, yes, I do have all the information about this claim. So thank you so much, uh, [PII], for your help and I appreciate it. Take care. Be safe. Enjoy the rest of your day.
[AGENT][POSITIVE] OK, well, there's nothing else I can help with. Yeah, thanks for contacting you too. Have a very good day.