AccountId: 011433970860
ContactId: f265b839-590f-487d-888e-cf22df1e52cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1028098 ms
Total Talk Time (AGENT): 312109 ms
Total Talk Time (CUSTOMER): 191373 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f265b839-590f-487d-888e-cf22df1e52cf_20250514T14:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII] and I'm calling um to follow up on a claim for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. Can I please get your call back number ma'am just in case the call is dropped.
[CUSTOMER][NEUTRAL] Sure. My direct line is [PII].
[AGENT][NEUTRAL] Thank you ma'am, and then what is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Um, it's [PII]. Date of birth is [PII], and the policy number I have is 726206.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and then may I have Paul's data service and charge amount?
[CUSTOMER][NEUTRAL] Sure, it was [PII] and the bill amount was, where did you go, [PII]?
[CUSTOMER][NEUTRAL] $281.
[AGENT][NEUTRAL] OK, and what is the name of the, uh huh, uh-huh, go ahead.
[CUSTOMER][NEUTRAL] I will tell you a payment was.
[CUSTOMER][NEUTRAL] Uh, I'm sorry. Well, um, we did receive payment for it, but it was made out to, um, the treating dentist, not the practice name or.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it was supposed to be reissued and resent back out.
[CUSTOMER][NEUTRAL] And I was just following up to see if that was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. Do you have the claim number from the first payment?
[CUSTOMER][NEUTRAL] Done.
[CUSTOMER][NEUTRAL] I do not see that hold on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See if I can find it here.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, I don't. I'm sorry.
[AGENT][NEUTRAL] OK. OK. All right, let me look and see if I can find it real quick.
[CUSTOMER][NEUTRAL] OK, I'm sorry. I feel horrible.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] It's fine.
[AGENT][NEUTRAL] I'm looking it up now.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so what I'm gonna need to do is I'm gonna go ahead and transfer you on over to a claims specialist so that they can um go over um whether or not the check was resent in the correct name so it's gonna be just a brief hold while I transfer you on over. OK, thank you so much, Ms. [PII]. You're welcome, Miss [PII]. Thanks for calling APL. It's gonna be a quick hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Ms. [PII], this is [PII].
[AGENT][POSITIVE] I'm back with you again. I do see, hey, I do see that on um.
[CUSTOMER][NEUTRAL] Hey Miss [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] We did get approval to void the check and reissue. I just wanted to give you that information real quick before I forwarded you over so that you would know.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Wait, on [PII]? Because the date of service was [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, maybe I'm looking at the wrong one. Let me see. I was looking in the notes.
[AGENT][NEUTRAL] I'm sorry. I, I was looking at a past note.
[CUSTOMER][NEUTRAL] I'm trying to find that EOB.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] OK, I do see notes that um it was sent to the examiner to have it reprocessed so I'm gonna go ahead and transfer you on over to a claims specialist to see.
[AGENT][NEUTRAL] If it has been reprocessed and when it was sent, so it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][POSITIVE] Great, thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII]. I've got um a dental provider on the phone. Her name is [PII], and she is calling from uh the provider's office about a claim and let me give you the claim number.
[AGENT][NEUTRAL] It's 35, yes, ma'am.
[CUSTOMER][NEUTRAL] Give me 1 2nd to go over there. 1 2nd.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, it's 35.
[AGENT][NEUTRAL] 354-2188.
[AGENT][NEGATIVE] The clients, uh, paid to the wrong physician and it should have been voided. The check should have been voided and reissued last note that I have is from [PII] where it was um.
[AGENT][NEUTRAL] A note was put in there that.
[AGENT][NEGATIVE] They sent to the examiner to have it reprocessed but she's calling to see what the status of the check is, and I don't have any information where a new check was sent.
[CUSTOMER][NEUTRAL] OK. It doesn't look like it's been um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It hasn't been reissued.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we can go ahead and try to get that done today.
[AGENT][NEUTRAL] OK alright um do you mind if I let her go so that she can talk to you and you can let her know that information?
[CUSTOMER][NEUTRAL] Uh, I mean, all we need to tell her is that we can get it, that it has not been reprocessed, but I will get with the examiner and go ahead and give her the, uh, get it reprocessed immediately.
[AGENT][POSITIVE] OK, alright, alright, I'll go back to her and I'll let her know. Thank you so much, Ms [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] No problem bye bye.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] so I spoke.
[CUSTOMER][NEUTRAL] Hey Miss Co.
[AGENT][NEUTRAL] Spoke to um the claims you get me again. I spoke to the claims specialist she said that um that check has not been reissued and she is putting a rush on it to be reissued today.
[CUSTOMER][NEUTRAL] OK, and then I did find I finally found the claim number, but I guess it doesn't matter. I'm just digging through stuff looking for it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, yes, ma'am, and I gave her the claim number so she would have that.
[CUSTOMER][NEUTRAL] Um, but, uh.
[CUSTOMER][POSITIVE] OK, and then I do have um a claim for another member in the [PII]'s family that I realized was still outstanding.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is um the, the member's name and date of service?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, [PII], and it was [PII].
[AGENT][NEUTRAL] OK, let me look up [PII] real quick.
[AGENT][NEUTRAL] OK, looking at [PII]'s, I've got some remarks on his claim, um.
[AGENT][NEUTRAL] It says it was a duplicate. Let me go back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] OK, I have [PII]'s pulled up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the claim number is 3544842.
[AGENT][NEUTRAL] And the claim was paid $89.
[AGENT][NEUTRAL] With check number 2019852.
[AGENT][NEUTRAL] And it was issued on [PII], but I'm not showing that it has cleared the bank yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was that sent to the um to the [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can I get, yes, that's us. Can I get that um reissued?
[AGENT][POSITIVE] Yes ma'am, you sure can. I'm gonna put you on a quick hold so I can um send that request in for it to be voided and reissued so as soon as I've got it completed I'll be right back with you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much, Ms. [PII], for holding for me. I've got that request in now to void that check and reissue it for you.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Ms. [PII], what's the name of the provider's office you're calling from, please?
[CUSTOMER][NEUTRAL] It is, well, that's, it should be Neville Dental Care LLC.
[CUSTOMER][NEUTRAL] But I believe um.
[CUSTOMER][NEUTRAL] It's just checks are being sent to uh Doctor [PII] or her name.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that'll be it. I wanna thank you so much, Ms. [PII]. You've been just absolutely wonderful today.
[AGENT][POSITIVE] Oh thank you I appreciate you that that that makes me feel good to know.
[AGENT][POSITIVE] I was able to help you.
[CUSTOMER][POSITIVE] Yes you sure were. Well, you have a wonderful rest of your day.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] You too, thank you and you have a blessed day and thanks for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] Thanks. All right, bye-bye.