AccountId: 011433970860
ContactId: b911c61c-b1fe-4050-b57e-c03aa9f7109d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295720 ms
Total Talk Time (AGENT): 76008 ms
Total Talk Time (CUSTOMER): 131619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/b911c61c-b1fe-4050-b57e-c03aa9f7109d_20250220T21:21_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] Hi, [PII]. My name is [PII] and I'm calling from a dental provider office. I just would like to follow up with the payment for a claim. Can you please help me with that?
[AGENT][NEUTRAL] Sure, I can help you with the claim status, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes. Sure. Uh, contact number is [PII]. And the policy number is 02273439.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes. That is [PII]. And uh, he was born on [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the date of service for the claim you'd like me to check on?
[CUSTOMER][NEUTRAL] Yes. Uh, [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] Total bill, $800.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes. Um, I can give you additional information about this claim cause this is the one I've been followed up recently. So I was told that a check of $38 was mailed out on September last year, but we never received it. So, um, I, the, the representative said to me that she would help me to reseal the check.
[CUSTOMER][NEGATIVE] But um I never got the check. So, again, I called back on [PII] and I spoke to another representative who told me that the previous representative only requested to void the missing check, but she didn't request for a new check to be issued. So she again submitted a request for a new check and she told me that it would take about 7 to 10 business days for the check to be, to arrive.
[CUSTOMER][NEUTRAL] But um today, I still haven't received the check yet. So I would like to know if the, the, the new check has really been issued and uh have you already mailed it to us or where is it right now. So I just wanted to know the status, please.
[AGENT][NEUTRAL] OK, um, well, just for the call again, all the information provided was a verification of benefits, not a guarantee of payment. Do you mind if I place you on just a brief hold while I look for the void and the reissued? OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][POSITIVE] Sure, sure. Take your time. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So taking a look at the um
[AGENT][NEUTRAL] The reissued check, it looks like it was just issued on [PII]. So you would not have received it yet. Um, it is coming from [PII] and it's going to [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, so you should be receiving that shortly.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] Oh, OK. OK, great. So I will keep an eye on that. Um, so, OK, that's all good for today. Thank you so much, uh, for your help. And last of all, can I please get a reference number for our call today?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. So again, that's [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. OK. Great. Thank you so much, [PII], for your help and uh have a great day to you.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah, thank you. Bye bye.