AccountId: 011433970860
ContactId: bee2caca-5ab0-4fa3-bb1a-3fce7a51492f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 564369 ms
Total Talk Time (AGENT): 105665 ms
Total Talk Time (CUSTOMER): 75447 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/bee2caca-5ab0-4fa3-bb1a-3fce7a51492f_20250221T17:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check on the status of a claim for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is gonna be [PII], date of birth [PII], and the subscriber ID is 00592821.
[AGENT][NEUTRAL] OK, let me look up that policy number real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then can you give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] in the amount of $227.
[AGENT][NEUTRAL] OK and then what is the name of the facility you're calling from, please?
[CUSTOMER][NEUTRAL] Harmony Dental Care.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold Ms. [PII], while I look up this claim for you and I will be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. I've got the claim pulled up. Uh, the claim number is 3549411.
[AGENT][NEUTRAL] The claim was paid $117.
[AGENT][NEUTRAL] With check number 2021815.
[AGENT][NEUTRAL] And let me look and see what date that was.
[AGENT][NEUTRAL] It was on [PII].
[AGENT][NEUTRAL] And the check was for [PII].
[AGENT][NEUTRAL] Abide
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Are you able to see if it was cashed?
[AGENT][NEUTRAL] Let me check.
[AGENT][POSITIVE] No, ma'am. The check is still outstanding.
[CUSTOMER][NEUTRAL] OK. Could, are we able to get that reissued? Because, um, we, our office still hasn't received it.
[AGENT][POSITIVE] Yes, absolutely. I'm gonna put you on a brief hold and I'm gonna send in a request to void and reissue this while we're on the phone together. OK, thank you so much. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 20
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK [PII], thank you so much for holding for me. I got that request now to void that check and reis for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Perfect, great, thank you. And then um I just wanted to make sure because we, we moved locations last January and um the, the address that the EOB with the payment is coming to it is the [PII], right?
[CUSTOMER][NEUTRAL] I just wanted to make sure that it didn't go to the old address, yeah.
[AGENT][NEUTRAL] Let me check real quick.
[AGENT][NEUTRAL] Yes, let me look.
[AGENT][NEUTRAL] [PII]. Yes ma'am, that's correct.
[CUSTOMER][POSITIVE] Perfect, great. OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a great weekend and we certainly appreciate you calling APL today.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome bye ma'am.