AccountId: 011433970860
ContactId: b088121c-b6a3-4473-81aa-f6b4aed1a519
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251059 ms
Total Talk Time (AGENT): 98496 ms
Total Talk Time (CUSTOMER): 82957 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/b088121c-b6a3-4473-81aa-f6b4aed1a519_20250128T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hey [PII], this is [PII] calling with Morins and Family Dental. Um, I was calling to check the status of a dental claim that I was hoping you could help me with.
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. I can check the claim. What's the policy number?
[CUSTOMER][NEUTRAL] What is that? I'm sorry?
[AGENT][NEUTRAL] Did you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 00000.
[CUSTOMER][NEUTRAL] 251-636-9
[AGENT][POSITIVE] Thank you so much. Let me pull this up here, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Yes, you sure can. Uh the patient's first name is [PII], um last name is [PII], it's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. And then what's the date of service?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] In the bill amount?
[CUSTOMER][NEUTRAL] $263.
[AGENT][POSITIVE] Alright, thank you so much one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 63.
[CUSTOMER][NEUTRAL] And try to see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so it looks like we did receive this claim. It looks like there was a benefit payment sent in the amount of 13,480.
[CUSTOMER][NEUTRAL] OK, you said it was 3, OK.
[CUSTOMER][NEUTRAL] See and process paid amount. What was the amount paid?
[AGENT][NEUTRAL] Uh, the amount paid was $134.80.
[CUSTOMER][NEUTRAL] OK perfect and then what was the check number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Check number is 2005127.
[CUSTOMER][NEUTRAL] Alright, and can you tell was that like was that an EFT or was it an actual check?
[AGENT][NEUTRAL] It was, yeah, it was a single check it looks like.
[CUSTOMER][NEUTRAL] Can you tell if that was cashed?
[AGENT][NEUTRAL] Let me double check that for you. One moment.
[AGENT][POSITIVE] Uh, it does show check is still outstanding.
[CUSTOMER][NEUTRAL] OK, can that be voided and like reissued just because we have not.
[AGENT][NEUTRAL] Mhm, yeah, let me.
[CUSTOMER][NEUTRAL] I mean that's been a long time.
[AGENT][NEUTRAL] Um, let me just verify it was sent to [PII] at [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just wanna make sure we have the right address. OK, yeah, I can definitely [PII] have, excuse me, send a request to void this out and then reissue a new check.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect thank you so much. That would be greatly appreciate it and then do you have a reference number for this call?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, absolutely. That's going to be my name with my last initial than today's date. My name again is [PII] Last [PII] is [PII].
[CUSTOMER][NEUTRAL] Alright and you said today's date?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, perfect, thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.