AccountId: 011433970860
ContactId: bab4d758-fb89-43c4-9c3d-679a4309c24a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240889 ms
Total Talk Time (AGENT): 65427 ms
Total Talk Time (CUSTOMER): 93034 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/bab4d758-fb89-43c4-9c3d-679a4309c24a_20250211T15:02_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, I received a um.
[CUSTOMER][NEUTRAL] Um, some letters in the mail and all I have is a policy number but it's asking if I received the checks for these people. Can you tell me by the policy number who the patient is?
[AGENT][NEUTRAL] OK, are you calling on behalf of of a provider's office?
[CUSTOMER][NEUTRAL] Yes ma'am, pediatric dentistry.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. And you said you had a policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's that number?
[CUSTOMER][NEUTRAL] 02498775
[AGENT][NEUTRAL] Is this number on the letter that you received?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I don't know it. I can't help you with that.
[CUSTOMER][NEUTRAL] I have a reference number. I have a check number of the amount.
[CUSTOMER][NEUTRAL] But I have no name to go with said claim that you're asking if I've received the payment.
[AGENT][NEUTRAL] OK, but the policy number is on the document that you have? And no name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says during our routine audit yada yada yada this check has recently been cash or deposited please disregard.
[AGENT][NEUTRAL] OK. All right. What's the check number?
[CUSTOMER][NEUTRAL] But it, it told me to go talk to [PII] if you want to patch me to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the check number?
[CUSTOMER][NEUTRAL] Uh, pay reference check number is 1861948.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And does it give the amount of the check?
[CUSTOMER][NEUTRAL] Uh, $181 issued [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's gonna be for [PII].
[AGENT][NEUTRAL] Uh first name spelling is [PII] Last name is [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Can you spell that first name one more time for me?
[AGENT][NEUTRAL] [PII]
[AGENT][NEGATIVE] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You would be um intrigued how many [PII] I have actually different spellings OK um.
[AGENT][NEUTRAL] And last name is [PII].
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] From July.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Oh, OK, so my notes on his account was APL, which is y'all was awaiting information on eligibility, and I have not received any checks from y'all.
[AGENT][NEUTRAL] OK, so then I think that check requires you to verify or put a check in the box and then just send that back to to us and it'll go to the name on the on the letter.
[CUSTOMER][NEUTRAL] Yes, OK, yeah, and it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, fabulous thank you so much I appreciate you.
[AGENT][NEUTRAL] Alrighty, any other questions?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][POSITIVE] Have a good day.