AccountId: 011433970860
ContactId: d58d327c-9f00-44d9-a13d-d814eb1217fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303760 ms
Total Talk Time (AGENT): 108571 ms
Total Talk Time (CUSTOMER): 127984 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/d58d327c-9f00-44d9-a13d-d814eb1217fc_20250205T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling as a dental provider and I just wanted to check a claim status for a patient, please.
[AGENT][POSITIVE] Alright [PII], I'm happy to check on a claim. What's the policy number?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Alright, it is 02520817.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Represented by another current.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][POSITIVE] Alright, thank you so much and then what is the data service?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] OK, and the bill amount?
[CUSTOMER][NEUTRAL] 192.
[AGENT][NEUTRAL] All right, see what we got here.
[CUSTOMER][NEUTRAL] Yeah, one or the other, so I don't know.
[CUSTOMER][NEUTRAL] 43
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, so that's basically it, so I have the chance to write a detail.
[AGENT][NEUTRAL] Sorry for the wait, [PII], my computer is acting like it's Monday or something. What's going on?
[CUSTOMER][NEUTRAL] Believe me, I understand.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Like spinning here. I'm like, it's happening.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it looks like [PII] we did receive the claim for [PII]. Uh, the claim was received on [PII]. There was a benefit payment sent, um.
[AGENT][NEUTRAL] In the amount of 175 and it looks like that was processed [PII].
[CUSTOMER][NEUTRAL] OK, alright, so does that mean it was sent out on [PII]?
[AGENT][POSITIVE] Yeah, I would have been sent out that day or the day after, absolutely.
[CUSTOMER][NEUTRAL] OK, and can I verify if it was sent to [PII]?
[AGENT][NEUTRAL] It was, yep, in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes ma'am, um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I don't, let me see, uh, we did receive a few checks today.
[CUSTOMER][NEUTRAL] Um, let me see by chance if.
[CUSTOMER][NEUTRAL] I received it
[AGENT][POSITIVE] No worries.
[CUSTOMER][POSITIVE] Which uh, thank you. Let's see American public.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do do do.
[CUSTOMER][NEUTRAL] And it was a paper check, right?
[AGENT][NEUTRAL] Mhm. It was a single paper check, yeah.
[CUSTOMER][NEUTRAL] OK, I feel like I've seen a check for this before.
[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] It does still show that it's uh yeah, it shows that it's still outstanding. Um, it doesn't show it's been crashed.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] OK, cash, OK, alright, well we will just give it a little bit more time um do you happen to know what the policy is for reissue of check?
[AGENT][NEUTRAL] Um, so yeah, if you guys haven't had it, we don't receive it within 30 days we can do a void reissue technically we're within that time frame if you wanna do that.
[CUSTOMER][MIXED] Yeah, I think that might be a good idea, um, just because it, it should have been received by now I would think.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I would think so too.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright [PII], so I can put in a request um so this will go over to claims they just verify that it's outstanding and then we'll void it and reissue for a new one, OK?
[CUSTOMER][POSITIVE] OK perfect thank you so much for all of your help, [PII].
[AGENT][POSITIVE] Yeah, not a problem. Anything else I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good one.
[CUSTOMER][POSITIVE] All right you too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.