AccountId: 011433970860
ContactId: bb5ca9a7-8d7d-42e3-8a7b-6499aff5033f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 605679 ms
Total Talk Time (AGENT): 141585 ms
Total Talk Time (CUSTOMER): 66489 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/bb5ca9a7-8d7d-42e3-8a7b-6499aff5033f_20250225T20:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling in regards to a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims and may I have your name?
[CUSTOMER][NEUTRAL] Hello how are you?
[AGENT][NEUTRAL] I'm sorry, I didn't get that. Can you repeat?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And you're calling from provider's office, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, so the provider.
[AGENT][NEUTRAL] OK, what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Nothing else brings acceptable.
[AGENT][NEUTRAL] I'm sorry, I can hardly hear you. Did you say a dental office?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] Yes, it's Lithia Springs Dental.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] OK thank you and may I have your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 025503993
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] building at [PII].
[AGENT][NEUTRAL] OK, thank you, one moment, let me see if I can find this claim.
[AGENT][NEUTRAL] OK, wait.
[AGENT][NEUTRAL] OK, looks like we processed this claim on [PII] and we send a check in the amount of $68.
[CUSTOMER][NEUTRAL] Like it's been paid $68 and what was I said?
[AGENT][NEUTRAL] Yes, that is the amount that it was paid.
[CUSTOMER][NEUTRAL] And when was that check sent out?
[AGENT][NEUTRAL] Mm let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], let me see what's the next business day.
[AGENT][NEUTRAL] It was sent out on the [PII].
[CUSTOMER][NEUTRAL] Do you have that track number?
[AGENT][NEUTRAL] Yes, the check number is um 2014963 and it was a paper check, a single check.
[CUSTOMER][NEGATIVE] It doesn't show that it's been cashed.
[AGENT][NEUTRAL] I can check. I can research, um.
[AGENT][NEUTRAL] And do you mind holding for me?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, it's still showing outstanding in our system.
[CUSTOMER][NEUTRAL] Stop. Oops sorry sorry what were you what did you say? Sorry what?
[AGENT][NEUTRAL] It's still showing outstanding in our system so it has not been cash.
[CUSTOMER][NEUTRAL] Oh, so.
[AGENT][NEUTRAL] What is the correct address?
[CUSTOMER][NEUTRAL] OK, so it's
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII] is the suite number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that's not fair. So that's more than likely why it was not received. OK, so then I will have to go ahead and send the request for this to be canceled and reissued, and um let me look at the paperwork really quick just to make sure that suite number is there.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 4
[AGENT][NEUTRAL] OK, I'm looking at the claim, make sure that the numbers there. If not, we probably need a W9 with it. Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, it is there. OK, yeah, I'll go ahead and send this to be reissued again and I do apologize for the inconvenience.
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help. I have a reference number for your call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] And your name was I'm sorry.
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Got it thank you so much for your help. Have a good day.
[AGENT][POSITIVE] You as well and thank you for calling APO bye bye Miss [PII].