AccountId: 011433970860
ContactId: af463fc2-458a-44c6-81c8-aaac7f79e63f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358320 ms
Total Talk Time (AGENT): 123769 ms
Total Talk Time (CUSTOMER): 56026 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/af463fc2-458a-44c6-81c8-aaac7f79e63f_20250127T14:25_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I need to check the status of a claim, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim status.
[AGENT][NEUTRAL] May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is excuse me, 752-848.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And this is for a dental claim status?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, thank you. I can help you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] Let's see, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking that for you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's the dental provider name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And [PII], I'm showing that we received that claim on [PII]. It was processed and paid on [PII] in the amount of $89 to Doctor [PII].
[CUSTOMER][NEUTRAL] Has the check been sent out yet?
[AGENT][NEUTRAL] I'm showing it's still out, it's it was sent out on the [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Oh wow, and we have not received it yet.
[AGENT][NEUTRAL] And it
[AGENT][NEUTRAL] It went to [PII].
[CUSTOMER][NEUTRAL] That is our address.
[AGENT][NEUTRAL] OK, tell you what, if you don't mind holding just one moment, I can put in a request to our finance department to see if it has cleared yet and if it has not, we can reissue that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Bear with me. Would you like that claim number while I'm putting in this request?
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 483 1
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you don't mind holding just one moment while I put in that request, that way it'll get to her today.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Give me just one second.
[AGENT][NEUTRAL] Just got to put in all the check information but.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII], thank you for your patience. That request has been sent to our finance department.
[CUSTOMER][POSITIVE] Oh yes ma'am.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I would give it 7 to 10 days, that normally does not take quite that long to reissue.
[AGENT][NEUTRAL] But since it does have to go through several departments.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. OK.
[AGENT][POSITIVE] And hopefully we'll get that back out to you and hopefully this time it won't go to [PII] before.
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][NEUTRAL] I'm just kidding.
[CUSTOMER][NEUTRAL] And who knows, no matter what there.
[AGENT][NEUTRAL] But you never know
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] But I have requested that it come to that same address.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful Monday.
[CUSTOMER][POSITIVE] Yes, ma'am, and you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.