AccountId: 011433970860
ContactId: 9803bd81-133b-40de-87d4-6844ad012ec6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175320 ms
Total Talk Time (AGENT): 87977 ms
Total Talk Time (CUSTOMER): 45071 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/9803bd81-133b-40de-87d4-6844ad012ec6_20250320T15:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Brie Family Dentistry, and I'm just trying to follow uh follow up on a claim.
[AGENT][POSITIVE] It would be my pleasure to assist you. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. And a good callback number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 613254.
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you. I can help you with that claim status for Ms. [PII]. What is that data service?
[CUSTOMER][NEUTRAL] 1216 2024.
[AGENT][NEUTRAL] And what is the dental provider name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] And [PII], I am showing we've received that claim on [PII] and processed on [PII] with a payment of $92 to [PII].
[CUSTOMER][NEUTRAL] Can you check and see if that check has been cleared?
[AGENT][NEUTRAL] Yeah, let me check that for you.
[AGENT][NEUTRAL] Excuse me, I am showing that still to be outstanding. It went to [PII].
[CUSTOMER][NEUTRAL] That would be correct, but for some reason we did not receive it. I'm so sorry. Is there any way of getting that reissued?
[AGENT][NEUTRAL] I'm doing that right now for you, [PII]. Now if you receive that, let me give you that check number and claim number. If you receive that check after I put this request in, you will not be able to cash it.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] But um it it's check number 201.
[CUSTOMER][NEUTRAL] Understood.
[AGENT][NEUTRAL] 9856.
[AGENT][NEUTRAL] That's the check number and the claim number.
[AGENT][NEUTRAL] Is 354-489-3.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And I'm putting that in. It should take about a week to um reissue that check.
[CUSTOMER][POSITIVE] Perfect thank you so very much.
[AGENT][POSITIVE] It's been such a pleasure to assist you with that claim information. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that's got it all thank you.
[AGENT][POSITIVE] And thank you for calling APL [PII]. You have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.