AccountId: 011433970860
ContactId: e0d75be0-9109-49a1-a37d-c973b17793f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230119 ms
Total Talk Time (AGENT): 112475 ms
Total Talk Time (CUSTOMER): 59406 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e0d75be0-9109-49a1-a37d-c973b17793f6_20250528T14:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling for help with a claim.
[AGENT][NEUTRAL] OK, I could check on a claim for you. uh, you said your name was [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 02608226.
[AGENT][NEUTRAL] Alrighty, one moment.
[AGENT][NEUTRAL] And then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that uh this was for dental correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, was this, uh, De Soto Mint dentistry?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment, let me take a look here.
[AGENT][NEUTRAL] OK, so I do believe I found this claim. It looks like we paid a benefit of $408.20.
[AGENT][NEUTRAL] Uh, the only benefits.
[CUSTOMER][NEUTRAL] OK, thank you. Can I get um
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh, just letting you know that some of the portion of the benefit had did go towards their, uh, deductible.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] If you'd like, I can send you a uh this fax back or I'm sorry about the fax pack the uh EOV I can fax it to you.
[CUSTOMER][NEUTRAL] Um, [PII], can I have the
[CUSTOMER][POSITIVE] Oh yes, please.
[AGENT][NEUTRAL] OK, and then I'm sorry I interrupted you. What were you going to ask me?
[CUSTOMER][NEUTRAL] I was gonna ask you for the um check information.
[AGENT][NEUTRAL] Oh sure, give me just a moment.
[CUSTOMER][NEUTRAL] Is that on the EOB?
[AGENT][NEUTRAL] Um, it should be, but I can still go ahead and get that for you. Alright, I've got that check number whenever you're ready.
[CUSTOMER][POSITIVE] Awesome I appreciate it.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] That is 204-510-5.
[CUSTOMER][NEUTRAL] And it was a single check or was there a bulk amount?
[AGENT][NEUTRAL] Oh it's the single check of the 408 20 cents and then it was issued.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, probably still in the mail.
[AGENT][NEUTRAL] Most likely now if it has been over 30 days of the issue date and you all still haven't received it, you can give us a call and then we'll get it voided and reissued.
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][NEUTRAL] Sure, what was that fax number for you and I can send you the EOB.
[CUSTOMER][NEUTRAL] It's actually the same number [PII].
[AGENT][NEUTRAL] OK, alright, I will go ahead and get that sent to you now. Did you have any other questions for me?
[CUSTOMER][POSITIVE] No, that was all. I appreciate your help. Can I just have a reference number as well?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled K A R A. last initial is A.
[CUSTOMER][POSITIVE] OK, thank you so much [PII]. I appreciate your help.
[AGENT][POSITIVE] Of course, thanks for calling APL yeah have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.