AccountId: 011433970860
ContactId: f3cc992a-2c93-4209-81f9-3f278ea204b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207600 ms
Total Talk Time (AGENT): 39248 ms
Total Talk Time (CUSTOMER): 61740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f3cc992a-2c93-4209-81f9-3f278ea204b1_20250604T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], this is [PII] from calling, uh, sorry, Mayfair Dental.
[AGENT][POSITIVE] How can I help today, [PII]?
[CUSTOMER][NEUTRAL] So I, I have one of the patients where we have received the claim and the EOB. I have received the check as well, but that is under the doctor's name and we required under the practice name.
[AGENT][NEUTRAL] Do you have the claim number?
[CUSTOMER][NEUTRAL] Uh, give me a moment. I don't think so. I have the claim number, but I can give you the patient details. Give me a moment, Miss [PII] [PII].
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I have that. Give me a moment. I have the policy certificate number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I OK 0261.
[CUSTOMER][NEUTRAL] 8053.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] The check was for $503.80 is that correct?
[CUSTOMER][NEUTRAL] Right. Yes, yes.
[AGENT][NEUTRAL] All right. And the check needs to be made out to Mayfair Dental professionals?
[CUSTOMER][NEUTRAL] Corporation, yes.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, [PII], so we can submit a request to have a new check um issued. This one will have to be voided out and then issue a new one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so can I update the office manager tentative timing?
[AGENT][NEUTRAL] Um, at least allow 30 days to receive the new check.
[CUSTOMER][POSITIVE] OK, sounds good thank you for all your help.
[AGENT][NEUTRAL] Anything else?
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye