AccountId: 011433970860
ContactId: 8c64fa92-5f3a-4137-b92f-da1f27444065
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 927419 ms
Total Talk Time (AGENT): 455527 ms
Total Talk Time (CUSTOMER): 307330 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/8c64fa92-5f3a-4137-b92f-da1f27444065_20250207T22:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Well, hey, [PII], it's [PII]. How are you doing? Happy Friday.
[AGENT][POSITIVE] Happy Friday. I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm doing good and I don't know if you can help me. I trying to decipher notes on a, a policy. Can you look at policy 2273439?
[AGENT][NEUTRAL] Sure, one moment.
[CUSTOMER][NEUTRAL] And some participant one.
[AGENT][NEUTRAL] Participant one, OK.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Sorry, I went to old messages. Let me just get back to the newest, newest messages. One moment.
[AGENT][NEUTRAL] OK, come on.
[AGENT][NEUTRAL] OK, so then, OK, I see [PII]. OK, OK, [PII], OK, request to cancel claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 559129 obviously she missed a number 2273439.
[AGENT][NEUTRAL] OK, so she meant to put request to cancel claim 3559129.
[AGENT][NEUTRAL] Cannot void as it is a dental claim. See those below sent to [PII]. OK, to have claim DM 2 per send claim request, hm.
[CUSTOMER][NEUTRAL] So I've got a provider on the line seeing if that was reissued and I can't figure out what's going on.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Well, me either. Um, it does not seem like anything has been reissued with today. Today is the [PII], uh, something with DM2 today.
[CUSTOMER][NEUTRAL] See, and that does have the provider name Cooney's Dental Implant Center. So why, why was it DMO2?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You said
[AGENT][NEUTRAL] OK, let me see if [PII]'s, I'm, I'm, I'm, I'm sorry, [PII], um, give me one second.
[CUSTOMER][NEUTRAL] Yeah, it, it's fine, it's making my head spin.
[CUSTOMER][NEUTRAL] I'm like a what?
[AGENT][NEUTRAL] I'm just gonna see if maybe [PII]'s here, uh, since you know the request was sent to [PII] for send a clean request or [PII] is here.
[AGENT][NEUTRAL] OK, so something was to today.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's not a hub number in here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I don't even know if we got the hub back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh [PII], OK
[AGENT][NEUTRAL] It is confusing, so that is a.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What was OK, what is the initial date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was
[CUSTOMER][NEUTRAL] I'm looking to see if I can find it in the hub to see if there's any notes there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 123.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 1123 11:23. OK, that's that one that was that one there was.
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] It does not appear that it has been reissued. I'm not sure why.
[AGENT][NEUTRAL] The DMO 2
[AGENT][NEUTRAL] Uh dear, I wonder is [PII] here.
[AGENT][NEUTRAL] I'm, I'm sorry, [PII], just bear with me.
[CUSTOMER][NEUTRAL] You're fine. I'm scrolling through the hubs right now to see if I can find the hub request.
[AGENT][NEUTRAL] Not too much.
[CUSTOMER][NEUTRAL] And that was on.
[AGENT][NEUTRAL] OK, so [PII]'s here. OK, so let me ask her.
[AGENT][NEUTRAL] Oh my gosh, OK, I wish we could call her.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Fair enough, I found her.
[AGENT][NEUTRAL] You did?
[CUSTOMER][NEUTRAL] No, I thought I did. I was one number off I was like, oh man.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] Oh no
[AGENT][NEUTRAL] On regard regarding.
[AGENT][NEUTRAL] Claim.
[AGENT][NEUTRAL] OK, that was claim um 3511283.
[AGENT][NEUTRAL] For date of service.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, has it been reprocessed? Has it been reprocessed?
[CUSTOMER][NEUTRAL] I mean, DMO2 has got me.
[AGENT][NEUTRAL] Yeah, me too, uh, have a look. I'm sorry, OK.
[CUSTOMER][NEUTRAL] I don't see it completed either so I don't know where that hub is.
[AGENT][NEUTRAL] 2273439.
[AGENT][NEUTRAL] I'm send the same thing to [PII], OK, um.
[AGENT][NEUTRAL] OK, she's, what is she doing? She is presenting oh OK.
[AGENT][NEUTRAL] OK, so I send the um.
[AGENT][NEUTRAL] A message IM to [PII], but I can talk to the provider but I don't know if the check has been, it doesn't show that it has been reprocessed.
[CUSTOMER][NEUTRAL] So she said that, that she was told to be given 2 weeks.
[AGENT][NEUTRAL] And so it was like
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK. How long was that, has that been, uh, at least more than 2 weeks, obviously.
[CUSTOMER][NEUTRAL] She spoke with, yeah, she spoke with [PII] on the [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I mean, I'm sorry, on the [PII], uh, let me try that again. Heck.
[CUSTOMER][NEUTRAL] Um, she's in a hub, it looks like on the [PII].
[AGENT][NEUTRAL] OK, so new claim claim address is correct. OK, new claim number 3559129. I got it what?
[CUSTOMER][NEUTRAL] [PII] always stay at the hub numbers in here.
[CUSTOMER][NEUTRAL] Which is the one that was DMO2.
[AGENT][NEUTRAL] Avoid claim number 3511283.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, OK, OK, so I'll see below. OK, look, I'm so sorry. Check that received from claim 3511283. OK, that's one that we voided part one sent her to cancel.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][POSITIVE] Oh, I think I finally found it.
[AGENT][NEUTRAL] Send her to to cancel so claim can be reprocessed verify provider information is correct.
[AGENT][NEUTRAL] You found it?
[CUSTOMER][NEUTRAL] I did. I found the hub and it's hub number 30838, but there's a lot of.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 0 30838.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that was back on you said, OK, yeah, it's been a minute. It's been a few days. OK, what is she what is she trying to request to cancel a claim?
[CUSTOMER][NEUTRAL] 2 weeks ago.
[AGENT][NEUTRAL] That boy is just a dental claims can avoid.
[AGENT][NEUTRAL] Signals below sent to a [PII] to have claim BMO2er as the clean request.
[AGENT][NEUTRAL] Oh my [PII], OK.
[CUSTOMER][NEUTRAL] OK, so 2 weeks ago, yeah, no, that's fine. We've got to get all the information we can. [PII] and check has been voided. Please process, reprocess that claim once completed, close hub.
[AGENT][POSITIVE] I'm sorry
[CUSTOMER][NEUTRAL] Um, last week, [PII] asked [PII] if it's been completed.
[CUSTOMER][NEUTRAL] Um, this week, do we have an update if you make notes here that we can track this.
[CUSTOMER][NEUTRAL] Track the day since the request.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII] sent a notice the new claim number is 3559129 from void claim.
[CUSTOMER][POSITIVE] There was not an issue.
[AGENT][NEUTRAL] it
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] So the check doesn't it?
[CUSTOMER][NEUTRAL] I reckon
[CUSTOMER][NEUTRAL] I reckon what we can do is to just let her know that I don't see it's completed and I can send an email.
[CUSTOMER][NEUTRAL] I, I don't know what to do.
[CUSTOMER][NEUTRAL] An email or?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] An email to [PII]. I'm sending to see if she's.
[AGENT][NEUTRAL] She hasn't responded yet to my I am I'm sorry, I'm sorry [PII]. I'm sorry. I'm trying to, I'm trying to um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No. No, I get it.
[AGENT][POSITIVE] I'm trying to decipher this too. I'm so sorry.
[CUSTOMER][POSITIVE] No, you, you are absolutely fine. I'm doing the same thing, girl.
[AGENT][NEUTRAL] She knows close in to to his request.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Show you the request, OK, so.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Fromboard claims.
[AGENT][POSITIVE] Is correct.
[CUSTOMER][NEUTRAL] I don't know how to send an email to the dental queue to.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I, I think it needs to be sent to the adjuster, not the queue.
[AGENT][NEUTRAL] Because, um,
[CUSTOMER][NEUTRAL] Should I copy?
[AGENT][NEUTRAL] Just personally.
[AGENT][NEUTRAL] Copy, um,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] [PII], I hate to do that.
[AGENT][NEUTRAL] You can, you can cop, you can, you can copy. I know, yeah, I understand, I understand, but I, I, I am trying to decipher the notes too. Well, we are trying to decipher the notes and I'm, I'm kinda confused, but I think the money is still in, in house, but, but still the check has not been reissued, so that's the thing and it's been, it's been two weeks, it's been, it's been some time, um, and has not been done yet, so I'm not sure why it has not been done, but.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] maybe you can blind copy, [PII]. I don't know, I don't know. I, I, I'm so sorry. I'll try to see if [PII] gonna answer, but she hasn't responded yet.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So we haven't.
[AGENT][NEUTRAL] That was the service and that was called on.
[AGENT][NEUTRAL] Today is the [PII].
[AGENT][NEUTRAL] The check no, nothing has been reissued OK, I'm just talking to myself, OK? Nothing has been reissued.
[AGENT][NEUTRAL] Because we don't have the check number.
[AGENT][NEUTRAL] I'm not sure why that was demo 2.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Not processed.
[CUSTOMER][NEUTRAL] I'm gonna put the hub request in here.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Check not received the claim should have request to have to cancel so claim can be reprocessed.
[AGENT][NEUTRAL] To cancel, so why did she do it to be canceled. So what happened before that? Something actually happened before that.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You know what I think?
[CUSTOMER][NEUTRAL] I don't think I'm
[AGENT][POSITIVE] Prince's powerful. Oh, I'm sorry. I'm so sorry.
[CUSTOMER][NEUTRAL] See what you think. So what you think. I put good afternoon provider call checking the reissue payment on claim b blah blah blah blah. The hub request to void check was the e-issued was issued was issued on [PII] of request 30838. I don't see a reissued check. I think I'm gonna get the provider name.
[CUSTOMER][NEUTRAL] And ask for a call back next week or today or next week. I think that's I don't think you and I can decipher this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] I don't, I mean, you may have better deciphering abilities than I do.
[AGENT][NEUTRAL] Well, I'm, I'm, I was trying to
[CUSTOMER][NEGATIVE] I don't think there's enough information.
[CUSTOMER][NEUTRAL] To decide for it.
[AGENT][NEUTRAL] I was trying to I was trying to decipher, but um I, I believe the money is still in the house it's just that we haven't the, the claim has been reprocessed.
[CUSTOMER][NEGATIVE] I just don't know why that deal and MO2 is there. That just blows my my.
[AGENT][NEUTRAL] I'm not sure yet. I wasn't sure of that either. I'm not sure of that. I am not sure of that.
[CUSTOMER][NEUTRAL] I think I'm just gonna get the provider phone number and ask them if we can um check on it and then someone will call her back first part of next week. I think that's what we need to do. I think you and I could sit here and look and look and not find anything.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I'm so sorry.
[AGENT][POSITIVE] I'm so sorry. I am really sorry. I, I've been trying to go back.
[CUSTOMER][NEUTRAL] No, you are fine. It's not, I understand.
[CUSTOMER][NEUTRAL] It's, I just don't think there's enough information that we can put our hands on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To find the answer.
[AGENT][NEUTRAL] Yeah, I
[AGENT][POSITIVE] Yeah, I, I agree, I agree. I'm sorry, I agree.
[AGENT][NEUTRAL] It was a bit choppy. I'm so sorry. I'm sorry. I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Oh, girl, it ain't your, it ain't your issue.
[AGENT][MIXED] Well, it is because I was able to assist and I was trying my best to assist um as best as best as I could as best as I could, but I was a little confused with the uh the notes.
[CUSTOMER][POSITIVE] Yes you were.
[CUSTOMER][NEUTRAL] But there's
[CUSTOMER][NEUTRAL] But we can't make an apple pie without the apples.
[AGENT][NEUTRAL] No, we cannot.
[CUSTOMER][NEUTRAL] How do you like that analogy.
[AGENT][POSITIVE] No, I can't. I like that analogy.
[CUSTOMER][POSITIVE] Sweet and simple.
[AGENT][POSITIVE] Oh, I like that one. OK.
[CUSTOMER][NEGATIVE] I just made that one up. That just came out of nowhere. I have no clue.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I'll write that down, put it on my wall. can't make apple pie without the apples.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Yeah, OK, fair enough.
[CUSTOMER][POSITIVE] OK, let me get back to the provider and I'll just, I'm gonna handle it that way. You're good girl.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you [PII]. I'm sorry. I'm so sorry.
[CUSTOMER][NEUTRAL] No, you see, just that extra voice too we figure, I figured out what to do. She done hung up.
[AGENT][NEUTRAL] Oh Lord, well, we have been on the phone for a minute, [PII]. I'm so sorry. Oh my God, we were trying to figure it out. We were trying to figure out, oh my God.
[CUSTOMER][NEUTRAL] Yeah, but she, she said, and she said that she did say take your time.
[CUSTOMER][NEUTRAL] But I'll call her back.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh goodness, OK.
[CUSTOMER][NEUTRAL] I'll call her back real quick and just tell her that I was researching it and um I'm going to send this to that department and have them research it further and give her a call back.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I got, I got it, girl. I got it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Oh goodness.
[CUSTOMER][POSITIVE] Now breathe and have a great weekend.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You did the same, you did the same.
[CUSTOMER][POSITIVE] Thanks, sweetie. Take care.
[AGENT][NEUTRAL] OK, you too. All right, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.