AccountId: 011433970860
ContactId: e7c9e3c4-e611-4da5-a4a6-847cef3b074c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 616809 ms
Total Talk Time (AGENT): 115161 ms
Total Talk Time (CUSTOMER): 116912 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e7c9e3c4-e611-4da5-a4a6-847cef3b074c_20250609T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Handle Services to check on a claim status.
[AGENT][NEUTRAL] I'm sorry, where are you calling from?
[CUSTOMER][NEUTRAL] Uh, from Pacific Dental Services to check on a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] That is 235-6315.
[AGENT][NEUTRAL] 2356315, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure. Patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Yeah, I have the claim number is 3481232.
[AGENT][NEUTRAL] Right, it looks like we processed that claim. I'm sorry, it looks like we received that claim on [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[AGENT][NEUTRAL] And it looks like we paid that claim, $120.
[CUSTOMER][NEUTRAL] Uh, actually, for this one, we haven't received this 1 $20 and we requested to stop and reissue on a previous call.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you have not received the check yet?
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I go ahead and get you to verify the address that the check should be sent?
[CUSTOMER][NEUTRAL] Sure, that's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the provider's name?
[CUSTOMER][NEUTRAL] Providers
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the dental pro what's the dental hospital name or the dental provider?
[AGENT][NEUTRAL] But it would be under
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Of name is Dentist of Buford.
[AGENT][NEUTRAL] OK give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So we send the checks to the address on the claim, and that's not the address that they gave us on the claim, which is why the check is void.
[AGENT][NEUTRAL] So give me just one moment.
[CUSTOMER][NEUTRAL] Mm, uh, did you just shipped to [PII] before [PII]?
[AGENT][NEUTRAL] That's where it was sent originally, yes.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That's also OK.
[AGENT][NEUTRAL] Oh, is that no longer the correct address?
[CUSTOMER][NEUTRAL] Uh, no, that's also the correct address, but we prefer to the [PII] address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me go ahead and get a um
[AGENT][NEUTRAL] Start the process to get that check reissued.
[AGENT][NEUTRAL] So give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I was I.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You can give me just one moment while I put this request in, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] he found that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That should be.
[CUSTOMER][NEUTRAL] The um the employee.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] I'm almost done. Give me just one moment.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I have put in that request. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And, uh, how many days it will take for that to be reissued?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I would give it at least 10 business days.
[AGENT][NEUTRAL] To get to you.
[CUSTOMER][NEUTRAL] OK. And the old check number was 1862882, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, could you give me the reference number?
[AGENT][NEUTRAL] So we don't have reference numbers but you can use my name and last initial in today's date. So [PII], and today's date.
[CUSTOMER][POSITIVE] OK. OK, then. uh, thank you, [PII]. Thank you for your assistance and hope you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.