AccountId: 011433970860
ContactId: 9dfc0990-7a41-43d5-9c5f-317b792789ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441910 ms
Total Talk Time (AGENT): 80494 ms
Total Talk Time (CUSTOMER): 67446 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/9dfc0990-7a41-43d5-9c5f-317b792789ff_20250311T21:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm calling in my provider's office for claim status. Well, actually, I'm sorry, not for claim status. Um, I had to check the, I requested a check to be reissued, so I wanted to check on the status of that.
[AGENT][NEUTRAL] OK, sure. I can
[AGENT][NEUTRAL] OK. OK. All right. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Call back number [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 025503993
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This is for dental.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it was for a panel and
[AGENT][NEUTRAL] 220, 140.
[CUSTOMER][NEGATIVE] If I was told the amount was $68 and I had the check reissued because the check was sent out in November but we never got it so I reissued it in February.
[AGENT][NEUTRAL] OK, let me review this information. Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, it looks like that check was reprocessed and reissued on the [PII].
[CUSTOMER][NEUTRAL] OK, we're still on the time I will check what website.
[CUSTOMER][NEUTRAL] [PII] and has not been attachment.
[AGENT][NEUTRAL] Um, let me check.
[AGENT][NEUTRAL] No, it's still outstanding, um, yeah, it's not the cash just yet. What is the address just to make sure we send it to the correct address.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Yeah, that is the address we send it to.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Can I have the new track number?
[AGENT][NEUTRAL] Yes, it's 202-99007.
[CUSTOMER][NEUTRAL] OK, yeah, I mean, however, I can for topics.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like.
[CUSTOMER][NEUTRAL] OK, may I have your name again? I'm sorry.
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][POSITIVE] OK got it. Thank you so much for your help. Have a good day.
[AGENT][POSITIVE] You're as well. Thank you for calling APL. bye bye.