AccountId: 011433970860
ContactId: 8a23ca60-edc5-49bd-9de8-b7506d84fd69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315079 ms
Total Talk Time (AGENT): 87448 ms
Total Talk Time (CUSTOMER): 68598 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/8a23ca60-edc5-49bd-9de8-b7506d84fd69_20250225T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling because I got an EOB for a patient and it's saying that it was already paid but we never received anything so I was wondering if you could help me with this.
[AGENT][POSITIVE] Yes, absolutely I can help you. um, can I please get your name and your call back number and then the facility that you're with?
[CUSTOMER][NEUTRAL] Sure, my name's [PII]. Our phone number is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Dental Health centers.
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII] Her policy number is 00789213. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull in her policy real quick for us.
[AGENT][NEUTRAL] OK, and then what is the claim number?
[CUSTOMER][NEUTRAL] It is 355-6964.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll pull that up real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me look it's telling me that that is a duplicate number, so let me see if I can find the original.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, what is the data service?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] 157.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII] while I look up this claim and I'll be right back.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me. So I do have um the claim pulled up and I do have the check pulled up. and the check number was 1,852,020.
[AGENT][NEUTRAL] In the amount of $157.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was paid to [PII] doing business as DHC S C DDS, which is the dental health center.
[AGENT][NEUTRAL] Uh, the check was issued on [PII] and the check was cashed on [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for all of your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII].
[CUSTOMER][POSITIVE] You have a great rest of your day.
[AGENT][POSITIVE] You too you have a blessed one thanks for calling ATL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Um bye bye.