AccountId: 011433970860
ContactId: f48d4323-b19f-4592-a4b0-bcbe5c82cb7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1044068 ms
Total Talk Time (AGENT): 84554 ms
Total Talk Time (CUSTOMER): 86878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/f48d4323-b19f-4592-a4b0-bcbe5c82cb7e_20250402T12:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm good too, thanks. I'm calling because I have a check here from you guys for dental services.
[CUSTOMER][NEUTRAL] And it's made out to the provider directly um.
[CUSTOMER][NEUTRAL] And our providers are all billed under our entity Northstar, so I was hoping I could return this check and have it reissued.
[AGENT][NEUTRAL] OK, yes, ma'am. Um, first, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And could I get the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, let me go there.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 766-457
[AGENT][NEUTRAL] Thank you. Now, please verify the member's name and date of birth.
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the um claim number or either the date of service and bill charges for the claim?
[CUSTOMER][NEUTRAL] Um, let me see if I could like this you claim data service is 3525.
[CUSTOMER][NEUTRAL] And the billed amount to you claim is 886.
[AGENT][NEUTRAL] OK, and the amount of the check?
[CUSTOMER][NEUTRAL] 354.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, yes, I'm showing that it was made out to turn [PII] and who does it need to be made out to?
[CUSTOMER][NEUTRAL] North Star Family Dentistry.
[AGENT][NEUTRAL] And what's the tax ID number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And would the address be the same, the [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, one moment, ma'am. I'm gonna place you on a brief hold while I put in this request for the check to be canceled and reissued. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[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][NEUTRAL] OK, [PII], um, thanks for your patience. Um, I was actually waiting to speak with my supervisor because we normally have to wait 30 days before we um cancel the check. The check has to be at least 30 days old, and my supervisor is unavailable at the time, but I have your information and we'll um give you a call back after I speak with her. I should be able to give you a call back in about an hour or so.
[CUSTOMER][POSITIVE] No problem. I will be here all day, so no rush, OK?
[AGENT][NEUTRAL] OK, and again, your callback number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. All right. We'll be giving you a call back, [PII]. Thanks for your patience.
[CUSTOMER][POSITIVE] You're welcome thank you bye bye.
[AGENT][NEUTRAL] Mm bye.