AccountId: 011433970860
ContactId: ae371700-1a21-44c4-a89c-57f2928929fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419179 ms
Total Talk Time (AGENT): 173916 ms
Total Talk Time (CUSTOMER): 157076 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/ae371700-1a21-44c4-a89c-57f2928929fa_20250124T21:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, I'm [PII], um.
[CUSTOMER][NEUTRAL] And [PII] and my policy number is 00613908.
[CUSTOMER][NEGATIVE] My question is, uh, I received a statement from you all that you had paid Southern roots in [PII], $70. Well, I called them and they said they hadn't gotten it.
[AGENT][NEUTRAL] And that's for [PII] for data service 9924?
[CUSTOMER][NEUTRAL] It was uh um [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am, that was when it was processed. Let me check on that.
[AGENT][NEUTRAL] Now, I, we do ask that we allow 30 days for the mail, especially with holidays and all the weather that's been going on. Um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me just check. So we did send that to them. I can give you the address it went to.
[AGENT][NEUTRAL] If you think that would help.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That check went to [PII].
[CUSTOMER][NEGATIVE] 00, I went to the wrong place.
[AGENT][NEUTRAL] It looks like that's what we have on file.
[CUSTOMER][NEUTRAL] Well, it, it should, yeah, it, it.
[CUSTOMER][NEGATIVE] It should have gone to uh
[CUSTOMER][NEUTRAL] Well, it's the only explanation, it doesn't say where.
[CUSTOMER][NEUTRAL] The survivor is [PII].
[CUSTOMER][NEUTRAL] See, I, that's, that's my ads in [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, let me, let me pull up that claim and see what the address is on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one second, I'm looking at that further for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], do you mind verifying your current mailing address and phone number?
[CUSTOMER][NEUTRAL] OK. My address is [PII].
[CUSTOMER][NEUTRAL] And my uh
[CUSTOMER][NEUTRAL] House number is [PII].
[AGENT][NEUTRAL] All right, thank you. That's just in case we get disconnected. I don't think we will, but I'd rather be safe that I can get right back to you if I can't, if we get disconnected.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I've got that claim pulled up. Let's see.
[AGENT][NEUTRAL] That is the billing address for the dental billing department.
[CUSTOMER][NEUTRAL] That was my Arre Don, but this, I go to two different ones. This one was for the one in [PII] because I paid them $324.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] In [PII]. It's the, it used to be, it used to be Doctor [PII], but it's southern roots now.
[AGENT][NEUTRAL] All right. Do you
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, if you don't mind holding just one moment, let me get you to our claims department so they can verify that, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. And I hope you stay warm. Thank goodness it's gonna get a little bit warmer.
[CUSTOMER][POSITIVE] Oh yeah, well thank you. OK.
[AGENT][NEUTRAL] You're welcome. One moment, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] I was just thinking about you today, girl. How you doing? This is [PII].
[CUSTOMER][POSITIVE] I'm good. I'm good. How are you?
[AGENT][POSITIVE] I'm doing good, thank you. You in the dental care?
[CUSTOMER][POSITIVE] I am yes.
[AGENT][POSITIVE] Good deal. So I have uh an insured on the line that she was calling regarding a claim that we processed stating that the um facility has not received.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The check yet
[AGENT][NEUTRAL] And can you pull that up? She thinks it might have gone to the wrong place.
[CUSTOMER][NEUTRAL] OK, what is the policy number?
[AGENT][NEUTRAL] Policy number is 613908.
[AGENT][NEUTRAL] For Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is the claim number 3,546,770.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK, and that was 202-0967.
[CUSTOMER][NEUTRAL] And it shows that it was mailed to.
[CUSTOMER][NEUTRAL] $70 mailed to SR Mansfield LLC.
[AGENT][NEUTRAL] Yeah, when I gave her that address, she said that's her other dentist.
[AGENT][NEUTRAL] But it should have gone to the ortho orthodontic dentist or.
[CUSTOMER][NEUTRAL] Orthodontics then. OK, let me just see if I can get this claim to pull up one moment.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEGATIVE] She just said it wasn't good.
[CUSTOMER][POSITIVE] Outstanding.
[AGENT][POSITIVE] went to the right place.
[CUSTOMER][NEUTRAL] OK, and but is you said you, you have the insured on the line, is that right, [PII]? OK.
[AGENT][NEUTRAL] I do, I do and her callback number is the number on file and I can give it to you if you'd rather.
[CUSTOMER][POSITIVE] OK, yes, if you'll give it to me please.
[AGENT][NEUTRAL] Sure. That is 318.
[AGENT][NEUTRAL] 872
[AGENT][NEUTRAL] 371 8.
[CUSTOMER][NEUTRAL] OK, thank you, Ms. [PII]. OK.
[AGENT][NEUTRAL] You ready?
[CUSTOMER][POSITIVE] I am thank you.
[AGENT][POSITIVE] You're very welcome. Good to talk to you if you'll hang on just a second. Let me get her on the line.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line and she is going to assist you further with that claim information. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you. You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hello Miss [PII].
[CUSTOMER][NEUTRAL] Hello, yes, hi, um, I was just on the phone with [PII] and I'm going to check to see where that click that check was mailed.