AccountId: 011433970860
ContactId: d4fa2352-5c29-4d9d-8b68-c33f0f29b270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568770 ms
Total Talk Time (AGENT): 184999 ms
Total Talk Time (CUSTOMER): 220267 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/d4fa2352-5c29-4d9d-8b68-c33f0f29b270_20250408T17:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I just received a notice, um, saying that we have an undeposited check, um, and so I am wanting to get a little bit more information of this, um, payment so I can see if we truly have received it or not.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, absolutely, my name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you. And Miss [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] I don't, um, and that's kind of the issue. I've got an outstanding check number, um, a payee reference number, but that's just my tax ID.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me have the reference number.
[CUSTOMER][NEUTRAL] The payee tax or payee reference number is our tax ID and that's [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK. So Ms. [PII] that you're calling from uh providers?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the check number then?
[CUSTOMER][NEUTRAL] 2004758
[AGENT][NEUTRAL] Alright, let me try to locate this check one moment.
[CUSTOMER][NEUTRAL] OK, it says it's in the amount of $212.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yeah, sounds right, um.
[AGENT][NEUTRAL] Let me pull this policy one moment.
[AGENT][NEUTRAL] Alright and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not.
[AGENT][NEUTRAL] What's the name of the provider?
[CUSTOMER][NEUTRAL] I'm Doctor [PII].
[CUSTOMER][NEUTRAL] There's there's 3 dentists with this tax ID, but with this address it was mailed to, it's just Doctor [PII], but we've been having issues with insurance companies on our address. So if it's a different, um, provider, I can provide the other to you as well.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's fine.
[AGENT][NEUTRAL] Alright, I'm still trying to locate the match the checking number to your claim. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have a line here on the piece of paper. It says in payment of.
[CUSTOMER][NEUTRAL] 000351
[CUSTOMER][NEUTRAL] 1091- claims paid on policy 023-07807.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you give me the numbers before that pay, um, policy number? It started with a 3.
[CUSTOMER][NEUTRAL] Um, it says, uh, 0003511091.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah, OK, let me pull the image on this claim.
[AGENT][NEUTRAL] I, I found um the information that you're giving me. Now, let me double check the claim and make sure that it went to the right dentist.
[CUSTOMER][NEUTRAL] OK, do you have the patient name, and I can pull up their account as well.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm waiting on the paperwork for the claim, OK?
[CUSTOMER][NEUTRAL] Sure, yeah, it says all of my claims are closed for her account, so I'm interested to see.
[AGENT][NEUTRAL] Yeah, and yeah, and yeah, I, I just see something different here, so I'm just trying to determine what happened.
[CUSTOMER][POSITIVE] Yeah, yeah, no, I appreciate it.
[AGENT][NEUTRAL] All right
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] She's just like on your next patient already.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] 28.
[AGENT][NEUTRAL] 224.
[AGENT][NEUTRAL] That is fine.
[AGENT][NEUTRAL] So it looks like it is for doctor, uh, dentist, um, [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Yeah, for date of service [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so I had billed.
[CUSTOMER][NEUTRAL] $1,072.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] And then that claim is closed, so.
[CUSTOMER][NEUTRAL] I don't see a payment in here for that date of service.
[AGENT][NEUTRAL] When you say clothes, means that it's already been paid in full, or what do you mean by clothes?
[CUSTOMER][NEUTRAL] No, so for our system to close and claim, um, then it either has to have a denial, a no payment or a payment, and I am not seeing a payment, so I'm assuming we had received a no payment.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Because it was closed on [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see if we pro we process this 24.
[CUSTOMER][NEUTRAL] Of 24.
[CUSTOMER][NEGATIVE] But I know that I had, I am not showing this payment of $212 in her account, so if it truly was paid, we did not receive that.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, that's the only thing, that's the only one we have processed and paid and um so you've just received the payment now or you just found the check?
[CUSTOMER][NEUTRAL] No, I received a letter from saying doing routine audit of our records we discovered that the reference check number has not um been cached yeah.
[AGENT][NEUTRAL] You have not cashed check.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yeah, and so I'm like it didn't give me any patient information so I had no idea where to look and so now that I know it's [PII] for [PII] services I don't have a payment in here but it's closed on my end so can we get that payment reissued?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, uh, there should be on that letter, there should be a, a place where you can sign and send it back to us saying that you have not received that payment. Do you see that? OK, just fill that out and send it back to us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK, um, and is that address I have on here [PII], is that accurate?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect I will get this in the mail today. I appreciate your help and trying to figure this out with me. I hope you have a great day.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Uh, no, that'll be all. Thank you. You have a great day.
[AGENT][POSITIVE] OK, you're welcome. You as well bye bye.
[CUSTOMER][NEUTRAL] Bye bye