AccountId: 011433970860
ContactId: e0caecb3-c781-4cab-88f0-6ad4af60e829
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 703450 ms
Total Talk Time (AGENT): 214075 ms
Total Talk Time (CUSTOMER): 250069 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/e0caecb3-c781-4cab-88f0-6ad4af60e829_20250409T20:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APIC. How can I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling with the dental provider and I was calling to see about getting a payment that we got a check of reissued.
[AGENT][NEUTRAL] OK, you said that your name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh [PII], yes.
[AGENT][NEUTRAL] [PII], OK, I'm so sorry. OK, and [PII], you're wanting to have a payment see if it can be reissued. You all haven't received it, is that correct?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Uh, so we received payment. However, it was made out to a doctor instead of, uh, the dental like dental leave of the dentist office, so we're not able to cash it. And also the doctor that it was issued to is not one of our doctors.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] All right. So yes, I can partially help you with this, [PII]. What is your callback number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is it's 02595679.
[AGENT][NEUTRAL] OK, thank you. Let me get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and any information that I do provide for you, [PII], would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh yes, uh first name is [PII], it's [PII] Last name is uh I believe it's pronounced [PII]. It's [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] OK, now we show the first name as [PII] and last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Testing.
[AGENT][NEUTRAL] I can't change. I mean, if that's not correct, I changed that with you, but that is how we have the last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK. And let me see here.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] Uh, give me just a moment to look at a couple of things to see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] No, I'm sorry.
[CUSTOMER][NEGATIVE] It's horrible. I
[CUSTOMER][NEUTRAL] your
[AGENT][NEUTRAL] It's just taking a moment, [PII] to load some information for me, for your patience.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I read uh this book last night. I finished it last night, um.
[AGENT][NEUTRAL] Alright, so let me
[CUSTOMER][NEUTRAL] I wanted to be um.
[CUSTOMER][POSITIVE] Found it off got it off of TikTok. It's called Love Mom.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And what is the date of service and total bill amount that you're calling about, [PII]?
[CUSTOMER][NEUTRAL] turn
[CUSTOMER][NEUTRAL] Uh, it is [PII] with the amount of $346.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And who is your provider?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That you're with
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK. And let me see. And you said that you did receive payment, is that correct?
[CUSTOMER][NEUTRAL] Yes, we received a check for $249 for this, uh, data service, uh, but it was made out to a provider of [PII], which is not with us at this location.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] This is so.
[CUSTOMER][NEUTRAL] Actually
[CUSTOMER][NEUTRAL] Yep, I read that.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so just bear with me.
[CUSTOMER][NEUTRAL] F
[CUSTOMER][NEGATIVE] I was like, like her, you know, I was like no.
[CUSTOMER][POSITIVE] Oh, it's [PII]. It's a cowboy one. Those are always good. I thought I need to, I need to bring stuff I know is gonna be good.
[AGENT][NEUTRAL] OK, so what I will do, I do see that, so.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] I think 31 and I couldn't I.
[AGENT][NEUTRAL] What I'm going to do is I will send a request to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] By our claims department.
[AGENT][NEUTRAL] And then, um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] To give you a call back once that has been completed. And the phone number you gave me [PII] is the best contact number for you to be reached at?
[CUSTOMER][NEUTRAL] And she.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yes ma'am. Yes, it's a direct line to me.
[AGENT][NEUTRAL] OK, and there's not an extension or an option? OK. All right. Well, yes, ma'am. I'll be happy to send that. And so your, the address for your provider, if you could verify that for me.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, uh, do you want the, so the billing address should be the [PII].
[AGENT][NEUTRAL] OK, that's, uh, that's not what is on our claim form that we received. What was the street address again?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So for the billing, so we have a billing address and then we also have the physical address, um, now the physical address is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, but we have.
[CUSTOMER][NEUTRAL] And then our billing address is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so that's not, so the claim that we received for this member has the same, the [PII] in both places.
[CUSTOMER][NEUTRAL] OK, I mean that's fine if it's if it's sent to the office's address that uh we, we get them sent both ways. It's just this check was sent to the [PII]. That's what I assumed you would have.
[AGENT][NEUTRAL] OK, so yes.
[AGENT][NEUTRAL] OK, all right, wait, just, OK, I don't, hm, hold on one second, let me go back to another screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which is perfectly fine if it goes to the office. We have some that are still being sent to the office. That's not an issue at all.
[AGENT][NEUTRAL] OK, and so that [PII] is not a provider with your practice. Is that correct?
[CUSTOMER][NEUTRAL] Correct, at least not with our location. I've never seen this one, so I don't know if she's at one of our other locations in in [PII], but not mine and not with this patient that's been seen.
[AGENT][POSITIVE] OK. All right. So yes, I will be happy to send that request to have this researched, [PII], and for someone to reach to get back to you about it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, well, you're very welcome and just one last thing for future reference, um, if you ever need to check claim status on a claim that's been processed by appeal or print out an EOB for that member, you can go to our portal and should be able to do that and the uh website for our portal is located at secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK perfect and then do you guys do reference numbers for your phone calls?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You would use my name, if you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help today, [PII].
[AGENT][POSITIVE] Mhm. Well, you are so very welcome. And again, is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] OK. Well, thank you again for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.