AccountId: 011433970860
ContactId: dbe11db2-870a-4620-a72f-97ea4130efee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207979 ms
Total Talk Time (AGENT): 101997 ms
Total Talk Time (CUSTOMER): 56360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/dbe11db2-870a-4620-a72f-97ea4130efee_20250204T22:56_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I am with the dental office calling about a claim for a patient. I spoke with someone in January and they told me that a check had been issued and a call back at the end of the month if we hadn't received it and we still have not received that check.
[AGENT][NEUTRAL] OK. Well, let's look that up and I'm sorry, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] thank you. What is that policy number, please?
[CUSTOMER][POSITIVE] Yes, let me find it here real quick.
[CUSTOMER][NEUTRAL] Policy number is 02497261.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] This is [PII] and [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe, let me see, yeah, [PII] was paid or no was not paid, let's see, yeah, you're right, it is the [PII] and the 3rd.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, did it, uh, it looks like the check went to um
[AGENT][NEUTRAL] So let's see if I can find it. I apologize.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They went to [PII].
[AGENT][NEUTRAL] [PII]. Does that sound right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That sounds correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and this is for uh
[AGENT][NEUTRAL] [PII] and December the, OK, so we have [PII]. OK. Um, so I'm going to send this, uh, we will, uh, have the old check um uh voided and as long as that is the correct address that we can, uh, that we can use, then I will ask that this be reissued. Um, now, is this the only one that we need to look at, uh, the, the 2nd and the 3rd, is that, is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That would be great.
[CUSTOMER][POSITIVE] Correct, yep, that's the only thing that's outstanding right now.
[AGENT][NEUTRAL] OK, good. Well, thank you very much for contacting us when you. I will go ahead and have this, uh, um, the old one voided out and uh we can have the other one issued. Now, this will uh be done tomorrow, um, and it should go out in the mail tomorrow evening. Um, so if you have any questions, I am, uh, we always put these things down in notes so that we know that. So if you have any questions, you can contact us regarding that, but I will go ahead and get this started so we can have this reprocessed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for contacting AT have a good day.