AccountId: 011433970860
ContactId: c158e8b6-14c3-4de4-9d16-870bbd057434
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201360 ms
Total Talk Time (AGENT): 111941 ms
Total Talk Time (CUSTOMER): 53930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/c158e8b6-14c3-4de4-9d16-870bbd057434_20250228T17:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office. I wanted to check the status of a payment for a patient.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number, please?
[CUSTOMER][NEUTRAL] 1,777,790.
[AGENT][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] 1925 $1580.
[AGENT][NEUTRAL] And do you have the balance after primary?
[CUSTOMER][NEUTRAL] This is the only insurance the patient has.
[AGENT][NEUTRAL] Oh, this is, uh, excuse me, I'm looking at the wrong thing. It's just for dental, correct? Excuse me.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Any more
[AGENT][NEUTRAL] Uh, let's see. It looks like it was for a root canal, a crown, and core buildup? OK.
[CUSTOMER][NEUTRAL] In the build up.
[AGENT][NEUTRAL] Let's see. And while I'm looking at claim information, just to let you know we do have an online service center where providers can check claim status as well as print out the EOB and that site is at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I show the claim that process and pay $612.
[AGENT][NEUTRAL] And that was on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it was sent out [PII]?
[AGENT][NEUTRAL] It was processed on [PII], so it would have went out to the following business day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Because it's been about a month now we haven't received that payment.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, and it looks like it was sent to [PII].
[CUSTOMER][NEUTRAL] Yep, that's the address.
[AGENT][NEUTRAL] OK, and since it's, well, yesterday, make 30 days, I'll send her a check verification request and if it hasn't cleared, um, it'll be void and reissued.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, Ms. [PII]? [PII], sorry.
[CUSTOMER][NEUTRAL] Nope, that's everything, no, you're fine. What's your name?
[AGENT][NEUTRAL] OK. [PII]
[CUSTOMER][POSITIVE] That's funny. That's my sister's nickname, but she's [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, that's all I needed.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.