AccountId: 011433970860
ContactId: 9de2ebc1-51f4-45cc-a934-b0196aa53edf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275440 ms
Total Talk Time (AGENT): 82571 ms
Total Talk Time (CUSTOMER): 77628 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9de2ebc1-51f4-45cc-a934-b0196aa53edf_20250122T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I'm calling in regards to dental claim status.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII] and my direct line is [PII].
[AGENT][NEUTRAL] OK. And you said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Thank you. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Policy number is 02396589.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] [PII] Bed amount 122 even.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] In one moment, I'm still waiting on my system.
[CUSTOMER][POSITIVE] No worries. Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh yes, ma'am. We received this claim on [PII].
[AGENT][NEUTRAL] It processed and paid out on [PII].
[AGENT][NEUTRAL] The claim number is 3542434 and it paid out for $103 even.
[CUSTOMER][POSITIVE] Awesome. And did that go out to the member or to the provider?
[AGENT][NEUTRAL] It went to the provider, um, a single check, and I have the check number here.
[CUSTOMER][POSITIVE] And I am ready for that.
[AGENT][NEUTRAL] The check number is 20189003.
[CUSTOMER][NEUTRAL] 03
[CUSTOMER][NEUTRAL] And when did that go out?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On [PII] and it was mailed out to the address on the um claim.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And also does it show that it's cash cleared or is it still showing outstanding?
[AGENT][POSITIVE] Yes, it's still outstanding.
[CUSTOMER][POSITIVE] Outstanding OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And um when can we request a soft reissue?
[AGENT][NEUTRAL] Um, 60 days.
[AGENT][NEUTRAL] After it's been mailed out. Yes, ma'am.
[CUSTOMER][NEUTRAL] 60 days? OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] is
[CUSTOMER][NEUTRAL] OK. I will try to locate that and I believe that is all. Could I just get a reference number from you, please?
[AGENT][NEUTRAL] Um yes, so the reference number, you can use my name and today's date. And again, my name is [PII]. It's spelled E V I E. Last initial is M like [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, that's all thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling ATL. You have a great rest of your day. Bye.
[CUSTOMER][POSITIVE] Thanks, you as well. Bye.
[AGENT][POSITIVE] Thank you.