AccountId: 011433970860
ContactId: ab7469dc-e8b3-4c9e-90bf-a541346a13ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341019 ms
Total Talk Time (AGENT): 155725 ms
Total Talk Time (CUSTOMER): 111355 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/ab7469dc-e8b3-4c9e-90bf-a541346a13ad_20250528T16:51_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], this is [PII].
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] I've got, hey, I've got um Miss [PII] on the phone.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] She, yeah, her name is [PII]. She's calling from the provider's office, the dental office, um, her callback number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She is calling about policy number 2604339.
[CUSTOMER][NEUTRAL] For part three, Canon.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She said that she received she wasn't there a message was left for somebody to call back about the address to send the claims check to, but I don't have any notes to see who it was that called her.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Oh, let me
[CUSTOMER][NEUTRAL] And she's returning the call because a message was left.
[AGENT][NEUTRAL] OK, uh, let me do something real quick. I'm gonna see if I can.
[AGENT][NEUTRAL] I'm wondering like do we uh we got a return check.
[AGENT][NEUTRAL] But it looks like it was processed.
[AGENT][NEUTRAL] Today
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] I'm gonna see what the claim says.
[CUSTOMER][NEUTRAL] OK, and I'm gonna go back to her and just let her know that we're doing a little research but we haven't forgot about her.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, she's on the other line.
[CUSTOMER][NEUTRAL] She was holding.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like we have mailed it to a [PII].
[AGENT][NEUTRAL] So I mean I can verify that it looks like it's already been released and we can just go ahead and pull it before it gets put out there if that's wrong but um yeah it looks like it was [PII] like she got a return check.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and then called and left a message and then she's calling back. OK, got you. I'm gonna go ahead and let her talk to you so you can give her the information and then if something needs to be changed, OK, thank you [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey this is [PII] in the claims department. How are you?
[CUSTOMER][NEUTRAL] Just fine. Hold on just a minute. Let me take off the speaker again.
[CUSTOMER][NEUTRAL] Yeah, I had it on speaker while I was on hold.
[AGENT][NEUTRAL] That's OK um so it looks like we had received a return check um so but it looks like it's been reprocessed so I don't know if it was sent to the correct place still so I'm going to let you know where like the mailing address that's being sent to and you tell me if that truck.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it shows [PII] S. [PII] and the mailing address we have for this tax ID is [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, OK, well it looks like it was reprocessed and sent back out, um, it, well it hasn't been sent yet but.
[CUSTOMER][NEUTRAL] OK, now was that just for Canon?
[AGENT][NEUTRAL] Yeah, it looks, well, let me double check.
[CUSTOMER][NEUTRAL] Um, because there's a, there's one for the other boy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] So we have Canon and then we.
[CUSTOMER][NEUTRAL] Because we've already received the dad.
[AGENT][NEUTRAL] Yes, so linen, his looks like it was also reprocessed today.
[CUSTOMER][NEUTRAL] OK, they were both together.
[AGENT][NEUTRAL] I'll double check that as well. Let's see, let me double check that that's going to the same place it was processed by the same person, so I'm sure it was, but let me double check. Yes, it looks like both of those have been reprocessed and released, so, um, those should go in the mail either this afternoon or tomorrow morning.
[CUSTOMER][NEUTRAL] OK, OK then.
[CUSTOMER][NEUTRAL] OK, so you said it's [PII] right?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] On the zip code.
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I just happened to look at something here and I've got an extra 9 on one of them I've got to fix so.
[CUSTOMER][POSITIVE] OK, thank you then.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] All right, bye bye.