AccountId: 011433970860
ContactId: 89c1a7ff-f7f8-4562-9702-182bb2ec5af5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417059 ms
Total Talk Time (AGENT): 118251 ms
Total Talk Time (CUSTOMER): 162436 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/89c1a7ff-f7f8-4562-9702-182bb2ec5af5_20250108T16:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] spelled with [PII]
[CUSTOMER][NEUTRAL] And I'm calling from a dental provider's office here in [PII], and I need to check on a missing payment on dental claims please.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]. No extension.
[AGENT][NEUTRAL] And do you have
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, as in the ID number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 622841
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Hm, thank you.
[AGENT][NEUTRAL] From
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you're calling about claim status?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, what happened was, um, I'm still needing a payment for date of service [PII].
[CUSTOMER][NEGATIVE] And we moved our location on the [PII] and I was told that that check was mailed to the old office and we've never received a new payment.
[AGENT][NEUTRAL] OK, just a moment. Let me look that up for you.
[CUSTOMER][NEUTRAL] Yes ma'am, and that'll be for him and [PII], the spouse as well.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Same data service, let's see, did we get for her? No, we got for her.
[CUSTOMER][POSITIVE] We got for her right there.
[CUSTOMER][POSITIVE] We got for her right there so it's just Max that I'm needing.
[AGENT][NEUTRAL] Yeah, I seen it. I see it's been voided one time.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Hold on just a moment
[CUSTOMER][POSITIVE] Mhm, sure, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I'm showing it clear.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It cleared on 11-26-24.
[CUSTOMER][NEUTRAL] You have a check number?
[AGENT][NEUTRAL] Let me make sure I look right. Hold on just a moment. Let me look one more time.
[CUSTOMER][NEUTRAL] OK, let me look on [PII]'s too real quick.
[AGENT][NEUTRAL] But I'm showing that check cleared. Let's see, that was for 56 2024.
[AGENT][NEUTRAL] That was 527. Yes, it was paid on [PII], so.
[AGENT][NEUTRAL] The check number is 2012901.
[CUSTOMER][NEUTRAL] And the amount?
[AGENT][NEUTRAL] $89.
[AGENT][NEUTRAL] And I'm showing it cleared.
[CUSTOMER][NEUTRAL] That's weird. I don't
[AGENT][NEUTRAL] 1126, 24.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Did it come to me?
[AGENT][NEUTRAL] I have.
[AGENT][NEUTRAL] The check pay [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Well, there's
[AGENT][NEUTRAL] And it
[AGENT][NEUTRAL] Showing it cleared on 1126 24.
[CUSTOMER][POSITIVE] There's lots of mysteries in this job.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was there wasn't anybody else on that check, was there? It was just a single check for $89? Yeah, y'all don't do bulk payments.
[AGENT][NEUTRAL] No, ma'am, we don't
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] You want me to check [PII]?
[CUSTOMER][POSITIVE] Well thank you so much for looking, ma'am.
[AGENT][NEUTRAL] You want me to check hers?
[CUSTOMER][NEUTRAL] Uh, no, uh, we received payment on [PII], um.
[CUSTOMER][NEUTRAL] For that data service 56.
[CUSTOMER][NEGATIVE] Oh, no, no, no.
[CUSTOMER][NEUTRAL] Some
[CUSTOMER][NEUTRAL] Well, yes, if you'll check hers.
[CUSTOMER][NEUTRAL] Because it's showing y'all paid $89 on hers as well.
[CUSTOMER][NEGATIVE] So we received hers but his is not posted.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Let's see, hers.
[CUSTOMER][NEUTRAL] Y'all paid hers on we received hers on [PII].
[AGENT][NEUTRAL] Yeah, because hers was paid 10 9 24.
[AGENT][NEUTRAL] Claim number 351.
[CUSTOMER][NEUTRAL] Wonder where he went?
[AGENT][NEUTRAL] 5276 and paid 109.
[AGENT][NEUTRAL] Let's see, let me see what the check number is.
[CUSTOMER][NEUTRAL] Should have ended in 6888.
[AGENT][NEUTRAL] Hs is 200.
[AGENT][NEUTRAL] 6888.
[CUSTOMER][NEUTRAL] 68.
[CUSTOMER][NEUTRAL] And I've got that one.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it cleared cleared on [PII].
[CUSTOMER][NEUTRAL] All right, well,
[CUSTOMER][NEUTRAL] I guess I need to go hunting for a check that didn't get posted.
[CUSTOMER][POSITIVE] Well, thank you so much.
[AGENT][POSITIVE] Sorry about that. That's OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh, you have a wonderful day, OK? Appreciate your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I will thank you.
[AGENT][NEUTRAL] Bye bye.