AccountId: 011433970860
ContactId: 941e88e8-b588-4dad-82cb-83762d14058f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230210 ms
Total Talk Time (AGENT): 102030 ms
Total Talk Time (CUSTOMER): 56257 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/941e88e8-b588-4dad-82cb-83762d14058f_20250306T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII].
[AGENT][NEUTRAL] Yes, and how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm calling regarding a claim, a patient's claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] You said [PII] for the last four?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[AGENT][NEUTRAL] OK, thank you. And you're calling from which facility or location?
[CUSTOMER][NEUTRAL] Uh, Viva Dental.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number ma'am?
[CUSTOMER][NEUTRAL] It is 01700273.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It is uh [PII].
[CUSTOMER][NEUTRAL] [PII] for 153.
[AGENT][NEUTRAL] OK, let me see if I can find this claim, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII] for the future, you can check claim status online through our website at [PII] and that's just optional. You can always call and bear with me just a second. Let me pull this EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] I'm still waiting for the DB to upload, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so it looks like we processed the claim on [PII] and we send a benefit amount of $153 to the provider.
[CUSTOMER][NEUTRAL] Oh, this was, this was sent by EFT?
[AGENT][NEUTRAL] No, it was a check. It's, it's a paper check. It was sent to the mailing address, single check.
[CUSTOMER][NEUTRAL] Uh, a single check, OK. And can you, can you check to see if it was cash already?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it may be a little bit too soon because um it was sent out on the next business day on the [PII], um, so it's been less than a week.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK, I understand.
[AGENT][NEUTRAL] Yeah, it's only been like 34 days, business days.
[CUSTOMER][NEUTRAL] OK, if we don't get it then, then I will uh call back.
[AGENT][NEUTRAL] Mhm, yeah, if you don't get it, I will say within 3 weeks or uh we cannot reissue it until 30 days, but yeah, that's usually when we can check and see if it's cash around that time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK. I understand. Well, that will be all. Thank you. I appreciate your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day, Mister [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.