AccountId: 011433970860
ContactId: c2a3e63f-8696-4e55-ae06-51eb41732918
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196440 ms
Total Talk Time (AGENT): 80477 ms
Total Talk Time (CUSTOMER): 67828 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/c2a3e63f-8696-4e55-ae06-51eb41732918_20250312T22:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I um got a bill from my dentist today saying that they had not received the payment from y'all, so I was just curious. I mean, on, on the website on online it says total benefits paid, but I'm not sure if they've received the check yet, so I was just checking.
[AGENT][NEUTRAL] OK, do you have your policy number, claim number?
[CUSTOMER][NEUTRAL] The claim number is 3549303.
[AGENT][NEUTRAL] OK, let me pull this up here one moment.
[AGENT][NEUTRAL] OK, and then for security on the policy, I will need uh the name and date of birth please.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII] and then if you could verify your address and email address on file please.
[CUSTOMER][NEUTRAL] [PII], and [PII].
[AGENT][POSITIVE] Thank you so much. OK, so let's see.
[CUSTOMER][NEUTRAL] my balance.
[CUSTOMER][NEUTRAL] is
[AGENT][NEUTRAL] OK. So, it looks like.
[AGENT][NEUTRAL] The claim that you had given me, see that number 93.
[CUSTOMER][NEGATIVE] Maybe I have the wrong number.
[AGENT][NEUTRAL] Um, it looks like the benefit payment as far as the claim was processed and paid and sent out to them in January and so yeah, so I would check with them to see if they've gotten any sort of payment and then um if there's any sort of difference, you know, as far as left over between what the charges were and what we paid they would advise on that.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][NEUTRAL] Well, no, because the total was like 1300 or something. I paid 1000 whatever and so this is what.
[CUSTOMER][NEUTRAL] What the balance is, but yeah, I can call them tomorrow and just verify they may have gotten, you know, a mistake so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah absolutely so yeah I mean it looks like we did uh mail out the the benefit like I said, the check if they didn't get it, uh, we definitely wanna know that too so we can void it and reissue a new one if we need to.
[CUSTOMER][NEUTRAL] OK, so what was the amount of the check just to make sure it's the right 1, 304?
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] 304. Uh-huh.
[CUSTOMER][POSITIVE] That's it. OK, all right, I'll call him tomorrow. Thank you so much.
[AGENT][POSITIVE] You're welcome, sir. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.