AccountId: 011433970860
ContactId: a568d504-3c34-4c12-b715-45e5ecc9bad6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 581640 ms
Total Talk Time (AGENT): 103149 ms
Total Talk Time (CUSTOMER): 75168 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/a568d504-3c34-4c12-b715-45e5ecc9bad6_20250428T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, it's [PII] with Stoneridge Dental. I was calling regarding a payment that we received for a patient.
[AGENT][NEUTRAL] Of course. Just let me look into the policy really quick and I can let you know. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 01846074
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have the date of birth?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And you said that you received a payment?
[CUSTOMER][NEUTRAL] Yes, so we never saw [PII], but we did see [PII], and it looks like you guys paid us $80 for an exam on 320 $25 for [PII].
[CUSTOMER][NEUTRAL] Instead of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me double check.
[AGENT][NEUTRAL] And then do you have [PII]'s date of birth as well?
[CUSTOMER][NEUTRAL] Yes, just one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do see that we paid that $80 to on [PII].
[AGENT][NEUTRAL] Let me see it looks like we paid.
[AGENT][NEUTRAL] [PII] as well, just a second, let me try to look up this date.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then can you list what provider's office you're calling from?
[CUSTOMER][NEUTRAL] Stonebridge Dental.
[CUSTOMER][NEUTRAL] And it's the doctor is Doctor [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, let me just put you on a brief hold really quick, OK?
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, thank you for holding, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I am going to send out a request to our claims department to get this fixed and get it sent over into [PII]'s name instead of [PII]'s.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, so can I just put, I mean, are you guys gonna ask for a refund and then reissue a check or will they just switch it?
[AGENT][NEUTRAL] Uh, I'm unsure.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] Just a second, let me ask.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, are you there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm unsure of exactly the steps for the claims department, but they can give you a call back as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On their decision, OK.
[CUSTOMER][NEUTRAL] All right, and can I get your name and a reference number, please?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Of course, my name is [PII]
[AGENT][NEUTRAL] And then the reference number will be my first name, my last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect. All right.
[AGENT][NEUTRAL] Yeah. Yes.
[CUSTOMER][POSITIVE] All right. Thank you very much for your help, [PII].
[AGENT][POSITIVE] Yes, you're welcome. Is there anything else I can help you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK. Great. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] OK. Mhm, bye.