AccountId: 011433970860
ContactId: 9757e3e4-a607-4a30-bdfd-2385c9e2c52f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1738229 ms
Total Talk Time (AGENT): 474089 ms
Total Talk Time (CUSTOMER): 532311 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/9757e3e4-a607-4a30-bdfd-2385c9e2c52f_20250606T19:50_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] Uh, hi, and uh, this is [PII], and I'm calling from dental office looking for the dental claim status. How are you doing today?
[AGENT][POSITIVE] I'm doing well, man. How are you?
[CUSTOMER][POSITIVE] I'm good, thanks for asking. Uh, so,
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And I just want to ask one more thing like uh on a single call, how many uh claim status are you going to provide?
[AGENT][NEUTRAL] We can do the 1st 5 and the remainder can be done online.
[CUSTOMER][POSITIVE] Oh, OK. Great.
[AGENT][NEUTRAL] And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I have total.
[CUSTOMER][NEUTRAL] So I have 2 patients with me and both of them having 2 different, different date of service.
[AGENT][NEUTRAL] So 4 claims.
[CUSTOMER][NEUTRAL] And the rest of the, yeah, and that's the two patients I have, there is a single data of service.
[AGENT][NEUTRAL] Wait, I'm sorry.
[AGENT][NEUTRAL] Say that again. You have two patients that have 2 claims and then 2 that have 1, so 246 claims in total?
[CUSTOMER][POSITIVE] Correct. Yes, correct. Yes, correct.
[AGENT][NEUTRAL] Thank you. And may I have the first member's policy number?
[CUSTOMER][NEUTRAL] Yes, please. Uh, that is 024.
[CUSTOMER][NEUTRAL] 56
[CUSTOMER][NEUTRAL] 777.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that is uh [PII]. 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 dates of service and the total bill for the claims?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh, date of service is [PII] this year.
[CUSTOMER][NEUTRAL] And I can see the submitted charges of $1,295.
[AGENT][NEUTRAL] OK, and the other date of service?
[CUSTOMER][NEUTRAL] Uh, that is [PII] this year.
[CUSTOMER][NEUTRAL] And submitted claim amount was $1,092.
[CUSTOMER][NEUTRAL] 765
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Me
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] Yeah just to go.
[CUSTOMER][NEUTRAL] 30 [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] I really
[AGENT][NEUTRAL] Alright, do you mind if I place you on just a brief hold while I locate the claims for you?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Uh, providers of first name is?
[CUSTOMER][NEUTRAL] Uh, Russell Modern Dentistry.
[AGENT][NEUTRAL] OK, will you need a copy of the explanation of benefits that we go over?
[CUSTOMER][NEUTRAL] Uh, I need, uh, to be, to be fixed if is it possible for you?
[AGENT][NEUTRAL] Yes, that's a question. Sure. What's a good fax number for you?
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do I have to put attention back?
[CUSTOMER][NEUTRAL] And uh on
[CUSTOMER][NEUTRAL] Yes, [PII]. That's my first initial and last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like both claims were received on [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, the claim for $1,295 that claim number is 3591296.
[CUSTOMER][NEUTRAL] Be
[CUSTOMER][NEUTRAL] A lot
[AGENT][NEUTRAL] The other amount, um,
[AGENT][NEUTRAL] Hold on one moment. The $1,092 that claim number is 3591295.
[CUSTOMER][NEUTRAL] Yeah, on this one
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We like
[AGENT][NEUTRAL] And both were denied because the policy does not provide benefits for any procedure or service not listed in the covered.
[AGENT][NEUTRAL] Dental services and procedures.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what would be the process date?
[AGENT][NEUTRAL] Um, hold on one moment. Let me go back. Hold on one second. Um, it was processed again on [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that is also same for the uh $1,0092 claim as well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Procedure was not covered.
[CUSTOMER][NEUTRAL] For 18 of 25.
[AGENT][POSITIVE] And I'm ready for the next member whenever you are.
[CUSTOMER][NEUTRAL] Yes. Uh, before moving to this,
[CUSTOMER][NEUTRAL] OK. And is there any kind of reference number for the previous patient, [PII]?
[AGENT][NEUTRAL] The reference number for the entire call will be my name in today's date, and that's [PII] to my last name is [PII].
[CUSTOMER][NEUTRAL] [PII], got you.
[CUSTOMER][NEUTRAL] So yes, let's move to the uh next member ID that is
[CUSTOMER][NEUTRAL] 603
[CUSTOMER][NEUTRAL] 996.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And uh yes I got uh few more patients.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, that is going to be.
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] [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 bills for the claim?
[CUSTOMER][NEUTRAL] Yes, uh, that is going to be.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So the uh date of service is [PII] this year.
[CUSTOMER][NEUTRAL] And the amount is $88.
[AGENT][NEUTRAL] OK, and the other?
[CUSTOMER][NEUTRAL] Uh, the one, the same date of service, [PII] and claim amount is $437.
[CUSTOMER][NEUTRAL] 760
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And with the name of the provider on the claim be the same on these claims that we go through, or they're different, would they?
[CUSTOMER][NEUTRAL] No, no, that is completely different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the name of the provider?
[CUSTOMER][NEUTRAL] Should I put the tax ID?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, provider name is uh [PII].
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So there's no claims. You're welcome. There's no claims on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] Oh, OK. Both of the service not on file.
[CUSTOMER][NEUTRAL] Uh, may I have the, uh, policy effective date for this?
[CUSTOMER][NEUTRAL] Patient.
[AGENT][NEUTRAL] Yes, it's still active and it's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII]. Wow.
[CUSTOMER][NEUTRAL] And what would be the timely filing limit?
[AGENT][NEUTRAL] Um, there's no timely filing as long as the policy was active on the date of service, you can file at any time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK. And uh,
[CUSTOMER][NEUTRAL] Apart from this,
[CUSTOMER][NEUTRAL] Uh, can you please help me with the, uh, payer ID?
[AGENT][NEUTRAL] Yes, our pay ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there any uh group number as well?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Group number is L like Larry, A like apple, 0225.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And also, can you please help me with the uh claim mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] So, yes, I'm also done with this patient. Let's move to the uh new member ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And tax ID.
[AGENT][NEUTRAL] I just need the member ID.
[CUSTOMER][NEUTRAL] Member ID is 025.
[CUSTOMER][NEUTRAL] 677778.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you and hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have the date of service and total bills?
[CUSTOMER][NEUTRAL] Date of service is [PII] this year.
[CUSTOMER][NEUTRAL] And submitted charges of $1,171.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Because they they haven't processed anything on the link, uh, uh, supply chain is and we are asking for the provider.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, what's the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Uh, that is going to be, uh, Peachtree Dental Group and Orthodontics.
[CUSTOMER][NEUTRAL] This is either paid or not.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm the primary and once they process the case then that you we can be attached and uh sent to the second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So, and you said the total bills was $1,171?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So we don't have like one claim by itself that equals that total bills. Um, there are 3 claims here for that data service from your provider, but
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] They're separate claims, but they still don't total the 1,171.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So, uh, like, uh, are you able to see the claim with the procedure 0230 uh 4 times 0220.
[CUSTOMER][NEUTRAL] 0274.
[AGENT][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] right
[AGENT][NEUTRAL] Oh, well, it would have to be this one. I'm assuming you said 0220?
[AGENT][NEUTRAL] Um, 0230.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02740120.
[AGENT][NEUTRAL] Yeah, it's this one. OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] So I'm showing we received the claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim number is 358.
[AGENT][NEUTRAL] 9154.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], the claim was paid out on to the provider?
[AGENT][NEUTRAL] A total of $352.60.
[CUSTOMER][POSITIVE] Oh great. Uh
[CUSTOMER][NEUTRAL] And the speed through uh paper check or electronic transfer.
[AGENT][NEUTRAL] Um it was a paper check. Hold on one moment, let me get that check information for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, so it was a single check, check number 204.
[AGENT][NEUTRAL] 1273.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it was mailed to address [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] In [PII] City, [PII]? OK. Now, it is still listed as outstanding, um, so if you'd like, I can have for our representative to check on the check to see if it has been um cleared. If so, we'll provide a copy of the clear check. If not, we'll reissue the check to you. Oh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yeah, please, uh, that would be helpful if you can find that.
[AGENT][NEUTRAL] OK, so I'll go ahead and send that over to her now, um, so we can either check and see if it's been cashed or not. And the other two,
[AGENT][NEUTRAL] Claims, I'm going to, well, actually.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] Yeah, the other two claims, I'll be sending them to you um via fax. So actually they've already been sent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, did you have another claim or was this the last one?
[CUSTOMER][NEUTRAL] 1000
[CUSTOMER][NEUTRAL] Yes, I have another claim.
[CUSTOMER][NEUTRAL] Let's move to that.
[CUSTOMER][NEUTRAL] And yes, uh, there are no like patient responsibility for the state of service?
[AGENT][NEUTRAL] Um, let me pull the ELB. Hold on one moment.
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] And for this one I'm looking for the full 1206.
[CUSTOMER][NEUTRAL] Only the provider.
[AGENT][NEUTRAL] So I'm just waiting for the explanation of benefits to populate. Hold on one moment.
[CUSTOMER][NEUTRAL] OK, after the January date was July.
[CUSTOMER][NEUTRAL] Uh, as a non-participation, uh, non-participating provider they are saying they are.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, let me take a look at the, um, explanation of benefits in total of the patient responsibility. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] This is crazy.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. Um, so the patient responsibility on this claim is $576.40.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yes, now, let's move to the uh last member ID.
[AGENT][NEUTRAL] OK, did you need a copy of this explanation of benefits also?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Shall I provide you the fax number?
[AGENT][NEUTRAL] Um, is it the same as the last fax number you gave me?
[CUSTOMER][NEUTRAL] Yeah, that's the same.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and then the next member's policy number?
[CUSTOMER][NEUTRAL] Uh, that is 025.
[CUSTOMER][NEUTRAL] 717
[CUSTOMER][NEUTRAL] 97.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, so can I get the please?
[AGENT][NEUTRAL] Hold on one moment. The box for me to send the fax just popped up. Hold on one second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And again, all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and total bills?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, date of service is [PII].
[CUSTOMER][NEUTRAL] This year.
[CUSTOMER][NEUTRAL] And submitted charges $1,015.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Exactly
[AGENT][NEUTRAL] So I'm showing the claim was received on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 359.
[AGENT][NEUTRAL] 1303.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider a total of $248.20.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $248.20.
[AGENT][NEUTRAL] And did you need
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And did you need the checking information?
[CUSTOMER][NEUTRAL] And yes, sir, check.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it was a single chair.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] I'm sorry, hold on one moment. The check number is 204.
[AGENT][NEUTRAL] 5089.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Please can you
[AGENT][POSITIVE] It was issued on [PII] and it's still outstanding.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Outstanding. OK. And where did you send?
[AGENT][NEUTRAL] It was mailed
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, uh, uh, the address where the check was sent.
[AGENT][NEUTRAL] Oh yes, OK, I was going to give you that. Hold on one moment. So it's 1, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Patient responsibility.
[CUSTOMER][NEUTRAL] my ***
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] do you understand what I'm trying to say.
[AGENT][NEUTRAL] I'm pulling the explanation of benefits. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I kept entering the check number as the policy number and I'm like, what is happening?
[AGENT][NEUTRAL] Are you going to need a copy of this explanation of benefits as well?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The patient responsibility for this claim is $766.80.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yes, I'm also.
[CUSTOMER][NEUTRAL] Do with this.
[AGENT][NEUTRAL] All right. And [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, and I'm done with this member claim status here. And yes, you are.
[CUSTOMER][NEUTRAL] Going to transfer me to the department regarding the check status, right?
[AGENT][NEUTRAL] What the, no, I sent over a request to her to check on the check, and if the check has been cleared, she'll fax you a copy of the check. If not, we'll reissue it to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, I understand. So yes, uh, and I'm done with this numbering status here and thank you for your help.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] And have a wonderful day ahead.
[AGENT][POSITIVE] You also, and thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Yeah, you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.