AccountId: 011433970860
ContactId: df7778cc-c86b-4a01-a61d-0bcbb3692109
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201020 ms
Total Talk Time (AGENT): 103776 ms
Total Talk Time (CUSTOMER): 54811 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/df7778cc-c86b-4a01-a61d-0bcbb3692109_20250318T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, I was calling to get um possibly maybe a check reissued for a claim that was already paid.
[AGENT][POSITIVE] OK, I'm glad to help you. Go ahead give me your name and the member's policy number.
[CUSTOMER][NEUTRAL] I'm calling from Rodeo Dental. My name is [PII]
[AGENT][NEUTRAL] All right, [PII], policy number.
[CUSTOMER][NEUTRAL] 956-779
[AGENT][NEUTRAL] All right, [PII], while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, thank you for all that information, [PII]. Now, what's your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[CUSTOMER][NEUTRAL] And the date of birth is gonna be.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, looks like she is a dependent. OK, now you're calling about what day of service. Let me get that up first.
[CUSTOMER][NEUTRAL] [PII] [PII] looks like we called in February and the payment had already been.
[CUSTOMER][MIXED] Paid but not clear I don't think.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, let's see, date of service [PII].
[AGENT][NEUTRAL] Alright, let me do some research, so give me just a moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Look up, yes, ma'am, look up this check number. Let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, it looks like, are you with the Rodeo Dental Management Group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, uh, looks like, yeah, your check is dated [PII] and it's not been cashed. So, um, is this address correct? [PII]?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, I'm sorry I got choked. OK, yes ma'am, I can place a stop payment on this check and we can reissue. Yes ma'am, allow 10 working days for you to get this check though, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I will send it over and get it uh started today, OK? Is that all that I can help you with? Oh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[CUSTOMER][POSITIVE] Yes, that's it just a reference number. Thank you very much. I appreciate your help.
[AGENT][NEUTRAL] Oh, yes, ma'am, no problem. We don't give a reference number, but you can use my name today, [PII] and my name is [PII], spelled [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you very much for your help.
[AGENT][POSITIVE] Well, yes, ma'am, and thanks for calling APL. You have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Like