AccountId: 011433970860
ContactId: 8f2c7212-3c28-4d26-b25a-1297781e3de5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393700 ms
Total Talk Time (AGENT): 168055 ms
Total Talk Time (CUSTOMER): 121443 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/8f2c7212-3c28-4d26-b25a-1297781e3de5_20250115T17:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing well, thank you. I have a provider on the line regarding a claim that with the check was made out to the associate and the bank won't cash it. Can you help her?
[AGENT][NEUTRAL] OK, what is the name?
[CUSTOMER][NEUTRAL] Her name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I have the claim number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that?
[CUSTOMER][NEUTRAL] 354.
[CUSTOMER][NEUTRAL] 2188
[CUSTOMER][NEUTRAL] The insured's name is [PII].
[AGENT][NEUTRAL] And do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number 726206.
[AGENT][NEUTRAL] OK. So, what's it?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me, let me pull the claim really quick before you send her over.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] So we're gonna pay it based on how she.
[AGENT][NEUTRAL] It's submitted let me see.
[AGENT][NEUTRAL] If it was paid correctly.
[AGENT][NEGATIVE] And this is a dental claim? mm I hate they have this in the dental queue because I don't know anything about this.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Billing dentist treating dentist.
[AGENT][NEUTRAL] Oh, OK, um.
[AGENT][NEUTRAL] You can send her over. I have no idea.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't, I don't do dental.
[AGENT][NEUTRAL] I haven't, I don't. Well, I think they put us in there for the calls, but as far as processing, I was gonna say [PII]. I mean, that's the tax ID.
[CUSTOMER][POSITIVE] You don't you do and you're in the tent with you, bless your heart.
[AGENT][NEUTRAL] Let me look at something really quick. sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And what? OK, so what is she saying it should be paid to because it looks like they may have used the wrong.
[CUSTOMER][NEUTRAL] She said that they um yeah, she said the bank won't cash it because it's made out to the associate.
[AGENT][NEUTRAL] I don't even know.
[AGENT][NEUTRAL] She wants it to be made out to the what, the group?
[CUSTOMER][NEUTRAL] I, I, I'm assuming so, yeah.
[AGENT][NEUTRAL] You don't know? OK, OK, go ahead and send her over because.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I don't know it's a lot going on here. I don't know, but I'll figure it out. Go ahead and send her over.
[CUSTOMER][POSITIVE] All right, thank you, [PII]. You have a wonderful day. One moment please. Let me get her on the line.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] [PII], thank you for your patience. I have [PII] on the line who's reviewing that claim for you.
[CUSTOMER][POSITIVE] Thank you so much. You're very welcome. Have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] Hi, this is [PII]. I'm good. How are you?
[CUSTOMER][POSITIVE] Doing good.
[AGENT][NEUTRAL] OK, so [PII] mentioned, uh, the bank won't cash the check because it's made out to the associate.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what are you wanting?
[AGENT][NEUTRAL] The, it to be made out to the group.
[CUSTOMER][NEUTRAL] Um, we have it to, it's either Doctor [PII], like Neville Dental Center is fine if that's on there, or Doctor [PII], um, whichever, uh, I'm showing that it was sent out with Doctor [PII]'s info for billing on there, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see that. OK. I just wanted to make sure, uh, because it does look like it's possibly uh error on our part, um.
[AGENT][NEUTRAL] Let me contact the examiner that processed the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 01 moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, hold one moment for me.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 39's gonna share lunch.
[AGENT][NEUTRAL] OK, thank you for holding. I apologize for the wait. So, uh, I would, I did speak with the examiner and I will, she's going to have the claim, uh, have the check voided and reissued to uh the correct provider, which is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I will go ahead and let my doctor know that she can go ahead and shred that check. Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We, we didn't put it in the bank or do it. We looked at it and saw the name, but our bank is very particular and won't do anything with the other doctor's name on there.
[AGENT][NEUTRAL] OK, yeah, I understand. I do apologize for that, uh, mistake, um, and it will be reprocessed in 24 to 48 hours.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. I really appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, ma'am. That would be all. I really appreciate it.
[AGENT][POSITIVE] OK you have a wonderful day thank you for calling APO bye bye.
[CUSTOMER][POSITIVE] You too. Thank you. Yes, ma'am. Bye-bye.