AccountId: 011433970860
ContactId: b6018709-b5e7-4c17-b241-e0197c7e1ed7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301399 ms
Total Talk Time (AGENT): 129058 ms
Total Talk Time (CUSTOMER): 126065 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/b6018709-b5e7-4c17-b241-e0197c7e1ed7_20250128T14:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling in regards to a claim for a patient.
[AGENT][POSITIVE] Well [PII], it would be my pleasure to assist you with that claim information. Do you have the claim number or policy number?
[CUSTOMER][NEUTRAL] Um, I don't think I have the claim number, but I do have the policy number.
[AGENT][NEUTRAL] All right, I'm ready for that policy number.
[CUSTOMER][NEUTRAL] Um, it is 02361939.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright thank you and this is for a dental claim?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, thank you and what is the date of service?
[CUSTOMER][NEUTRAL] Um, it's actually gonna be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bear with me just one second, [PII]. I'm checking on that for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The last update that I have on the claim um is that the insurance paid through [PII] on [PII] of last year, um, and it was mailed to the office.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, I still don't show a receipt of the payment, so I wanted to see if you could tell me if that payment has cleared or not.
[AGENT][NEUTRAL] I can do that for you. Is this Children's Dental at Preston?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yeah, I see where it was the first check was voided and reissued.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Is the correct address [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Because it was reissued on the [PII] and it's still showing outstanding.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Well, there, there would be a um lockbox address.
[CUSTOMER][NEUTRAL] I believe that it goes to.
[CUSTOMER][NEUTRAL] Because the office is no longer open. So,
[AGENT][NEUTRAL] OK, so that would not be the correct address?
[CUSTOMER][NEUTRAL] I think it, if it was if it went to that address, it should be forwarded to the address.
[AGENT][NEUTRAL] If it needs to go to another address, [PII], y'all can send in a claim form with the corrected address on it, and we can get that updated.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And reissued.
[CUSTOMER][POSITIVE] OK. But you do show, still show the check is outstanding?
[AGENT][NEUTRAL] Yes ma'am, and that is for 3-1980. Um, actually, if you wanted to fax that to us and just put it, you know, on the fax that you never received, check the check number for claim and I'm gonna give you the check number and claim number and then please mail it to whatever address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The check number that I have is the 200 I'm sorry, 2003954.
[AGENT][POSITIVE] That's correct. And let me give you that claim number as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The claim number is 3509052.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, I'll have to, um, I'll have to check and make sure um if the check should be going to a different address or not. I think if it did go to the [PII], it, it should be forwarded, but I'll have to verify that information to be sure. And then I will call back and then um take your advice and just fax in another claim with the corrected um payment address on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right. And what is your, what's your callback number, [PII], in case we get that and they need to contact you?
[CUSTOMER][NEUTRAL] If needed.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, well, I'm gonna put it in the notes that uh you don't show receipt of check yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um that you're gonna check.
[CUSTOMER][NEUTRAL] All right, [PII]. And then what, if I could get a reference number for the call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII].
[AGENT][POSITIVE] It's been such a pleasure to assist you, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. That's gonna be it. Thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.