AccountId: 011433970860
ContactId: f1951faf-94f7-4324-98ce-184615fe445b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435440 ms
Total Talk Time (AGENT): 151762 ms
Total Talk Time (CUSTOMER): 79046 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/f1951faf-94f7-4324-98ce-184615fe445b_20250205T16:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from a dental provider's office trying to follow up on a dental claim.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with that claim information. What is a good callback number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 024817887.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with that claim information as well. What is that data service?
[CUSTOMER][NEUTRAL] It is um [PII].
[CUSTOMER][NEUTRAL] I called back in October and it looks like it had processed and a check went out but we've still not received it so I wanted to see if that has cleared on your end if not, I may need to get it reprocessed or reissued.
[AGENT][NEUTRAL] Yeah. OK, let's see what's going on.
[AGENT][NEUTRAL] What is the facility name?
[CUSTOMER][NEUTRAL] It's Family Dental Health of Donaldson.
[AGENT][NEUTRAL] OK, so that was a check for $252.
[CUSTOMER][NEUTRAL] Yes, mhm, and actually I talked to you about it last time.
[AGENT][NEUTRAL] I was just fixing to say that look familiar.
[CUSTOMER][NEUTRAL] I was gonna say you must be the only one working there.
[AGENT][NEUTRAL] No, but I do answer a lot of calls.
[AGENT][NEUTRAL] Let's see, let me check that, check and see if it has in fact cleared. It's [PII], I can't [PII]. [PII] is the correct address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, I don't see that that has cleared. Let me, do you mind holding on the line just a minute let me put in a request to our finance company just to verify that it is not cleared and then we can reissue.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, bear with me just one second. It'll take me just a second. I'm gonna put you on a brief hold while I put in that request, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. I'll be right back with you.
[CUSTOMER][NEUTRAL] Uh, OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. Thank you for your patience, [PII]. That has been uh submitted to our finance department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I would give that about 7 to 10 business days, probably before that.
[AGENT][NEUTRAL] Um, but it will be reissued if the check is not cleared.
[CUSTOMER][NEUTRAL] OK, so I don't need to call back to get it reissued they'll just do it on their own if it's not cleared.
[AGENT][NEUTRAL] That's correct. That that request has been issued and like I said, shouldn't take more than 7 to 10 business days usually.
[AGENT][NEUTRAL] Earlier than that, but um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it will come to that same address.
[AGENT][NEUTRAL] And like I said, it will have an, it will have a new claim number and check number because it'll be reprocessed.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, um, can I get a reference number from you, [PII]?
[AGENT][NEUTRAL] Sure, it's gonna be my name and today's date, and I spell my name [PII].
[AGENT][NEUTRAL] And did you need that old claim number or anything or the, the current claim number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, you can go ahead and give that to me, um, just to be sure in case I need it.
[AGENT][NEUTRAL] Alright, that claim number, um, that it was issued under was claim number. I gotta go back to that, bear with me just one second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] That was claim number 347.
[AGENT][NEUTRAL] 631 4
[CUSTOMER][POSITIVE] OK great well [PII], thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you, [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a lovely day.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.