AccountId: 011433970860
ContactId: 9716fb34-b483-4e8b-ac17-04f74d45b70c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362140 ms
Total Talk Time (AGENT): 149036 ms
Total Talk Time (CUSTOMER): 115959 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/9716fb34-b483-4e8b-ac17-04f74d45b70c_20250428T19:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am just calling on a claim status for one of my patients.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the claim status, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And the phone number here is [PII].
[AGENT][POSITIVE] Thank you. And can I have the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Yes, that is 02586323.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, I'm gonna go ahead and spell his name. It is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim you like me to take a look at?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, that would be [PII] and the amount of $425.
[AGENT][NEUTRAL] And that was [PII] and the amount of $425?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Um, yes, it's 100 West Dental. Let me, and then they saw Doctor [PII] Prior.
[AGENT][NEUTRAL] Thank you for that. So the claim was received on [PII].
[AGENT][NEUTRAL] Claim number is 356.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1314.
[AGENT][NEUTRAL] And on [PII], the claim, um, we paid out on the claim to the provider, a total of $199.60.
[CUSTOMER][NEUTRAL] OK, so you already paid $199.60 to the provider.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and then can you tell me, has this been cashed?
[AGENT][NEUTRAL] Hold on one moment, let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, so that's check number 2029862. It was issued on [PII], and it is still showing as outstanding. Um, so I can send a request over for our representative to check on the check. And if it has in fact been cleared, they'll provide a copy of the um cleared check. If not, we'll go ahead and uh void this check and reissue it to you. Um.
[AGENT][NEUTRAL] Is the address [PII]?
[CUSTOMER][NEUTRAL] Can I get that number again?
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Mhm. Which number?
[CUSTOMER][NEUTRAL] Um, it was 20298.
[AGENT][NEUTRAL] 62.
[CUSTOMER][NEUTRAL] And this is the check number or this is
[AGENT][NEUTRAL] That's the check number.
[CUSTOMER][NEUTRAL] What was this number? Check number. OK, check number. OK, and then you're gonna send this over to your claims or see if this check has been um cashed and then if not reissue a new one.
[AGENT][NEUTRAL] Right, but I'd like to confirm the mailing address that we sent it to is [PII]. Is that correct? OK.
[CUSTOMER][NEUTRAL] Uh huh sure.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, that is.
[AGENT][NEUTRAL] OK, so I'll go ahead and send the request over. If there is a copy of the fax, um, sorry, if there is a copy of the clear check, would you like it faxed or emailed to you?
[CUSTOMER][NEUTRAL] Faxed please.
[AGENT][NEUTRAL] Alright, and what's the best fax number for you?
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And would it be attention, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so if there is a clear check, I'll put in the request to go ahead and fax it to [PII]. Attention, [PII]. If not, then they will, um, the representative will let us know and we will void this checkout and reissue it to this address.
[CUSTOMER][NEUTRAL] OK, thank you. Can I just go ahead and get a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII], and again my name is [PII]
[CUSTOMER][POSITIVE] And then today's date. OK, well thank you so much and uh I really appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.