AccountId: 011433970860
ContactId: a41da652-2ce7-470d-971e-9591be759d9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380480 ms
Total Talk Time (AGENT): 155954 ms
Total Talk Time (CUSTOMER): 106073 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/a41da652-2ce7-470d-971e-9591be759d9d_20250512T13:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling in regards to a claim for a patient.
[AGENT][POSITIVE] Hi, [PII]. Happy to check on the claim for you. Do we have the policy number?
[CUSTOMER][NEUTRAL] Uh yes. Policy number is 02361939.
[AGENT][NEUTRAL] Alright, let me pull this up.
[AGENT][NEUTRAL] And then if I could get patient.
[CUSTOMER][NEUTRAL] And I do you have a claim number if that helps.
[AGENT][NEUTRAL] Oh yeah, absolutely. Um, let me just verify patient name and date of birth, and then I'll grab that claim number.
[CUSTOMER][NEUTRAL] OK, and patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for that. And then what's the claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My number is 01282025.
[AGENT][NEUTRAL] Alright, and just to confirm it was 01.
[AGENT][NEUTRAL] 282-025 or is that the date of service?
[CUSTOMER][NEUTRAL] Uh, no, yeah, that's the claim number. The, uh, date of service is [PII].
[AGENT][NEGATIVE] Cause that doesn't come up matching.
[AGENT][NEUTRAL] Their name.
[AGENT][NEUTRAL] Let me search the date of service. It was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then what was the bill amount?
[CUSTOMER][NEUTRAL] Uh, the amount was $603.
[AGENT][NEUTRAL] Very
[AGENT][NEUTRAL] Let me just verify there's a couple different ones, so bear with me here just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do see, excuse me, a claim here. I have a different number. Um, it shows a benefit payment was sent in the amount of $326.60 we send it via check.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I have a different amount that was paid. I had the amount of $3119.80.
[AGENT][NEUTRAL] In 1980.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They claim
[CUSTOMER][NEUTRAL] So how much did you say was paid? 326?
[AGENT][NEUTRAL] 32,660. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. And when was that sent?
[AGENT][NEUTRAL] Let me look at the process date here one moment.
[AGENT][NEUTRAL] So it looks like uh claim was processed on [PII], so it would have been mailed out that day or shortly thereafter.
[CUSTOMER][NEUTRAL] OK, I see what it is now so um I guess the claim was reprocessed this year and do you know what address that payment was sent to?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I'm showing check was sent to Children's Dental at [PII].
[CUSTOMER][NEUTRAL] OK, perfect. That is the correct address. It was um cause I had called several times in the past and requested the payment be uh be sent to the correct address and that is the correct address. So, um can you tell me if that payment has cleared?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh yes, I do show that it's cashed and I'm happy to give you the check number if you need that also.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Check number is 2025911.
[CUSTOMER][NEUTRAL] 2025911. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. And [PII], if I could just get a reference number for the call.
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial and then today's date. My name is [PII], that's spelled [PII] Last initial is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK, perfect. And, OK, so 24 and uh when did you say that cleared on?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I don't have a clear date, but it does show cleared on our side.
[CUSTOMER][POSITIVE] OK, perfect. That's good enough. OK. Well, I do appreciate your help today and I hope you have a wonderful day.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][NEUTRAL] 01 more thing, [PII]. I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am. Yeah.
[CUSTOMER][NEUTRAL] Um, what was that claim number?
[AGENT][NEUTRAL] Oh yeah, not a problem. The claim number for that is gonna be 3559674.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.