AccountId: 011433970860
ContactId: a2e332b6-37ce-4d99-b8cf-50af15d9d195
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281579 ms
Total Talk Time (AGENT): 69224 ms
Total Talk Time (CUSTOMER): 94993 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/a2e332b6-37ce-4d99-b8cf-50af15d9d195_20250212T16:51_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a dental office to check the status of a claim for a patient, please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 1,777,790.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Thank you, [PII], and you are needing benefits?
[CUSTOMER][NEUTRAL] Uh, claims.
[AGENT][NEUTRAL] Claim status.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] I'm showing it was processed on [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And from the [PII], what did the insurance pay?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] $612.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And is that a paper check EFT payment?
[AGENT][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] And when was that sent out?
[AGENT][NEUTRAL] 127 25.
[CUSTOMER][NEUTRAL] And was that a single payment for this EOB itself or was it a bulk check?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We do not issue but checks. It was single.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have a check number?
[AGENT][NEUTRAL] 2024528
[CUSTOMER][NEGATIVE] Alright, and then data service for him as well 12-19 24 for $249 we still haven't received payment for that one.
[AGENT][NEUTRAL] 12 1924.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That one was paid on [PII].
[CUSTOMER][NEGATIVE] Are you able to see if the check has been cashed yet for that one because I've never received it, so it just looks like it's outstanding still.
[AGENT][NEUTRAL] OK, hold on one moment, I'll check and see.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 212
[AGENT][NEUTRAL] I'm showing it cleared 11725.
[CUSTOMER][NEUTRAL] So 117 and how much was that check for?
[AGENT][NEUTRAL] 19,120.
[CUSTOMER][NEUTRAL] 19,120. OK, so I'm not sure. Maybe Doctor [PII] just cashed it and did not even tell me.
[CUSTOMER][NEUTRAL] Can I have the check number for that for the 19,120?
[AGENT][NEUTRAL] 202-1199.
[CUSTOMER][NEUTRAL] 2021199.
[CUSTOMER][NEUTRAL] Alrighty, um, I believe that's all and then the check for the 127, the prior one, can you just double check that that one hasn't been cashed yet?
[AGENT][NEUTRAL] It has not been cast yet.
[CUSTOMER][POSITIVE] OK perfect alrighty then that is all I needed.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day. Mhm. Bye-bye.
[CUSTOMER][POSITIVE] You have a good one you too bye bye.