AccountId: 011433970860
ContactId: b3c4c6c9-7c96-40e9-bfd6-2c62dd851332
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469299 ms
Total Talk Time (AGENT): 158669 ms
Total Talk Time (CUSTOMER): 89971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/b3c4c6c9-7c96-40e9-bfd6-2c62dd851332_20250527T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to see if a dental claim has been paid yet.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 607-926.
[AGENT][NEUTRAL] Alright, let me pull that up here.
[AGENT][NEUTRAL] And then for documentation, could I grab your first name please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, and do we have a data service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then to build them out.
[CUSTOMER][NEUTRAL] Is $144.
[AGENT][POSITIVE] All right, thank you. Let me take a look here.
[AGENT][NEUTRAL] Thank you for your patience on that. Um, all right. So looks like [PII], we did receive a claim for that date of service. Uh, looks like there was a benefit payment sent in the amount of $25.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, it looks like a portion of the benefit was applied towards their calendar year deductible, and then there was the payment for the remaining.
[CUSTOMER][NEUTRAL] OK, and when was that check mailed?
[AGENT][NEUTRAL] Oh, let me take a look at that. Sorry, one moment.
[AGENT][NEUTRAL] Alright, so it looks like the claim is processed on [PII], so it would have been mailed shortly there after that.
[CUSTOMER][NEUTRAL] Um, is there a new, is there a way to put in to have a new check reissued?
[AGENT][POSITIVE] Um, yeah, if you guys have not received it at this point, we can do that because it's been over 30 days, absolutely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just verify where it was sent and everything, make sure we have the right information.
[AGENT][NEUTRAL] So it looks like it was mailed to [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. All right, so we will put in a request to have this voided and a new check issued. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um, I just have one more patient.
[AGENT][NEUTRAL] OK, let me get that for you, one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then what's that policy number?
[CUSTOMER][NEUTRAL] It's 434-607-691.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, that's a little long for a policy number. I thought maybe it was their social.
[CUSTOMER][NEUTRAL] Yes, I think it is his social, um, let me see if I have an older EOB real fast.
[AGENT][NEUTRAL] No worries. It didn't come up right off the bat, but I'll try it another way here while you look to see if you have anything else.
[CUSTOMER][NEUTRAL] Is it a six digit?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] ID
[AGENT][NEUTRAL] It yeah, it may be if it's an older policy, I can try it.
[CUSTOMER][NEUTRAL] OK, let's try um 613-097.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Let's try that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, there we go. I think that's it. And then what's the date of birth?
[CUSTOMER][NEUTRAL] Uh, let's see. Ar date of birth is [PII].
[AGENT][NEUTRAL] Yep, OK, and then data service?
[CUSTOMER][NEUTRAL] Is um [PII].
[AGENT][NEUTRAL] OK, and the build amount?
[CUSTOMER][NEUTRAL] was $190.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so for this patient, I'm not showing any claims on file, [PII].
[CUSTOMER][NEUTRAL] OK. Um, is there a,
[CUSTOMER][NEUTRAL] I think I don't know if this the benefit breakdown had a fax number. Do you have a fax number for claims?
[AGENT][POSITIVE] Mhm. Absolutely. I can give you that whenever you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And his ID was the one I gave you, or did they have two 0s in the front of it?
[AGENT][NEUTRAL] You can add the 20s, that's not necessary. The [PII] does work.
[CUSTOMER][POSITIVE] OK, perfect. I'm gonna change that my social to that. OK, great. Well thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye