AccountId: 011433970860
ContactId: cdeb0a90-ac0b-45a8-ab4b-b4fdc12dcbde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278609 ms
Total Talk Time (AGENT): 78802 ms
Total Talk Time (CUSTOMER): 98688 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/cdeb0a90-ac0b-45a8-ab4b-b4fdc12dcbde_20250626T13:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm with the dental office. I'm trying to check on it, um, check into a check that was supposed to be sent out in April.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] [PII] with the dental office sorry, did I tell you that?
[AGENT][NEUTRAL] You did, um, but what's that policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] The policy number would be 974653949. I do have a um claim number.
[CUSTOMER][NEUTRAL] It was actually
[CUSTOMER][NEUTRAL] Paid in January and then a stop reissue was supposed to be on [PII].
[CUSTOMER][NEUTRAL] And I still don't have it yet.
[AGENT][NEUTRAL] OK, what's the claim number?
[CUSTOMER][NEUTRAL] 35492.
[CUSTOMER][NEUTRAL] Uh, 0060. Let me go back and check that. Hang on, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Uh, it is 66 49266.
[AGENT][POSITIVE] OK thank you give me one moment.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And the patient's name?
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's for data service of [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Are all the for my I.
[CUSTOMER][POSITIVE] Thank you. Tell [PII], good job.
[AGENT][NEUTRAL] Um, I'm gonna have to send a request for our finance to verify this check because it's still showing outstanding, so, um, I would say give it 3 to 5 business days.
[AGENT][NEUTRAL] For order issue.
[CUSTOMER][NEUTRAL] Are you the one from [PII] is outstanding? Was that [PII] it was done?
[AGENT][NEUTRAL] No, ma'am. I'm showing it was [PII], uh, that's when the check was initially issued.
[CUSTOMER][NEUTRAL] So we didn't do a stop reissue on [PII].
[AGENT][NEUTRAL] I don't show any notes of it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can I verify the address before we send another one or?
[AGENT][NEUTRAL] Uh, sure, give me one moment.
[CUSTOMER][NEUTRAL] Which we did, but if we didn't do that, then I just wanna make sure we get it right this time too.
[AGENT][NEUTRAL] OK, and the correct address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Yes ma'am, that was the address, um, so I'll send a request for this to be uh reviewed and make sure and cleared and so they can go and reissue.
[CUSTOMER][NEUTRAL] So we're just gonna do the stop reissue again.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so 3 to 5 business days and it should be mailed out or I'm gonna call sooner this time to check on it just because I didn't, I just thought I'd watch for it in the mail so I can check back next week maybe to make sure it went out.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, what was your name?
[AGENT][NEUTRAL] Uh, my name is [PII] E. Uh you can just use my name in today's date.
[CUSTOMER][NEUTRAL] Or do I need a claim number?
[CUSTOMER][NEUTRAL] Our reference number or anything?
[CUSTOMER][POSITIVE] OK, I appreciate it thank you very much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh huh bye bye you too.
[AGENT][NEUTRAL] Bye.