AccountId: 011433970860
ContactId: 9fd62061-bb30-4263-873e-5481fbabe1c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191259 ms
Total Talk Time (AGENT): 65060 ms
Total Talk Time (CUSTOMER): 41453 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/9fd62061-bb30-4263-873e-5481fbabe1c5_20250414T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes [PII], I was checking on a claim.
[AGENT][NEUTRAL] OK. Are you at the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It's gonna be 006-91331.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] OK, and that was claim status, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] And the claim is for it's for 226-2025 it's for a pro fee.
[AGENT][NEUTRAL] And what dentist was that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, let's see. So it looks like we processed that. Let me get the date.
[AGENT][NEUTRAL] Uh, it looks like we processed that on [PII], made a payment on 3-11-25.
[AGENT][NEUTRAL] And that was for $83.
[CUSTOMER][NEUTRAL] OK, did you mail a check?
[AGENT][NEUTRAL] Uh, yes, it was a check.
[CUSTOMER][NEGATIVE] Just because we haven't received it yet.
[AGENT][NEUTRAL] OK, uh, let me see.
[AGENT][NEUTRAL] Let's look and see if that's cleared.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me verify your address. Is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, looks like it's still outstanding, so I'm gonna put in a request to make sure it hasn't cleared and then we can get that reissued for you. It usually takes about 7 to 10 days.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, and then what is that check number?
[AGENT][NEUTRAL] That check number is 203-2118.
[CUSTOMER][POSITIVE] OK, got it, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.