AccountId: 011433970860
ContactId: d1cc4b36-dca3-4ad7-b89e-ef219bda8db9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184539 ms
Total Talk Time (AGENT): 98551 ms
Total Talk Time (CUSTOMER): 63525 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/d1cc4b36-dca3-4ad7-b89e-ef219bda8db9_20250409T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], my name is [PII], and I'm trying to get a check reissued to our office. We haven't received it yet. It's been over the 30 day mark.
[AGENT][NEUTRAL] Oh sure, OK, yeah, I can check on that check status for you um and see if we can get that reissued. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[AGENT][NEUTRAL] Thank you. uh, do you have the policy number or the claim number that this was in regard to?
[CUSTOMER][NEUTRAL] Uh, let me see if I have the.
[CUSTOMER][NEUTRAL] No, I have the patient's social.
[AGENT][NEUTRAL] That'll work.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, what was the name for the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, was this for, uh, medical or dental?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK. And then did you have, uh, his date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Alright, looks like we've just got the one claim on file for him. Uh, what was the date of service?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and then uh if you would the name of the provider please.
[CUSTOMER][NEUTRAL] Let me see which providers on this one. This is under Doctor [PII].
[AGENT][POSITIVE] Perfect. Alrighty, thank you so much for verifying all of that. Give me just a minute let me get this check information pulled up here.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] That was for $94.40.
[CUSTOMER][NEUTRAL] 4 yep.
[AGENT][NEUTRAL] OK, yeah, so this was issued [PII] and yeah I am showing that it has not yet cleared so definitely well over that 30 days. Let me verify the address uh that we've got make sure that that's correct. I have [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That that is correct.
[AGENT][NEUTRAL] OK awesome so I will go ahead and get this check voided and reissued to you um did you need this original claim number or anything for your reference? I can give you the policy number as well if you don't have that.
[CUSTOMER][NEUTRAL] So I just wanna
[CUSTOMER][NEUTRAL] I want to make sure that the check number that I have of the it was 202-5921, is that correct?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure we have that documented everywhere so if we do receive it we're not gonna do anything about that so OK.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Definitely alrighty was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's all I needed. Thank you for your help.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.