AccountId: 011433970860
ContactId: 97d22071-0bef-4fd8-bc05-80927d0242d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261829 ms
Total Talk Time (AGENT): 111435 ms
Total Talk Time (CUSTOMER): 65692 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/97d22071-0bef-4fd8-bc05-80927d0242d9_20250528T19:24_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling for help with a claim.
[AGENT][NEUTRAL] OK, I can definitely help you with the claim, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] The contact number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02598213.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [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] [PII] for $781.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] 781.
[AGENT][NEUTRAL] Could it be any other total bills?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me check the 2nd 1. Hold on 1 2nd.
[AGENT][NEUTRAL] I'm pretty sure it's this one because the other one.
[AGENT][NEUTRAL] It's just showing a total bill of 726. Um.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] What's the name of the dentist on the claim?
[CUSTOMER][NEUTRAL] Uh, what was it?
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] I do have a claim number from the last time we called. Do you want that?
[AGENT][NEUTRAL] Does it end in 6859?
[CUSTOMER][POSITIVE] Yes, it does.
[AGENT][NEUTRAL] OK, yeah, that's the claim I'm looking at. OK, it just has a different total bill, but yes, that's the claim I'm looking at. And you said you had questions.
[CUSTOMER][NEUTRAL] Yeah, um, so I know this claim paid. I just need to know if the check is still outstanding because we haven't received it yet.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][POSITIVE] And I'm showing it's still outstanding as well. Um, it looks like it was sent to [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] Hm, OK, it looks like it was issued on [PII]. Well, since it's over 30 days, if you'd like, I can go ahead and have this, um, send it back to our finance representative, have her check on the check. If it has in fact cleared, we can send a copy of the clear check, but if not, we can void it out and reissue it.
[CUSTOMER][NEUTRAL] Actually, we'll go ahead and continue to wait for this. We like to allow 75 days.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What if after the um
[CUSTOMER][POSITIVE] But I appreciate your help. Uh-huh.
[AGENT][POSITIVE] You're welcome and if after the 75 days, you know, you want us to reissue, just give us a call, we'll be more than happy to help.
[CUSTOMER][NEUTRAL] OK, great, thank you. And uh can I have a reference number as well?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] All right thank you I hope you have a great rest of your day.
[AGENT][POSITIVE] You also, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all I had.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.