AccountId: 011433970860
ContactId: f4a65eee-e2ea-4b9b-909b-176e059a79e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228199 ms
Total Talk Time (AGENT): 60990 ms
Total Talk Time (CUSTOMER): 74851 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/f4a65eee-e2ea-4b9b-909b-176e059a79e9_20250623T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII]. I need a claim status.
[AGENT][NEUTRAL] OK, I, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] wait a moment.
[CUSTOMER][NEUTRAL] Our callback number is [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] It's 02574840.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] The date of service?
[CUSTOMER][NEUTRAL] Uh date of service is [PII].
[AGENT][NEUTRAL] And what were the bill charges?
[CUSTOMER][NEUTRAL] Is $672.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, we received the claim on 4-28-25. Process 4-28-25.
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] And we made a payment of 16,420, single check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, check number. What is the check number?
[AGENT][NEUTRAL] Check number 2041269.
[CUSTOMER][NEUTRAL] Oh, what is the cash date?
[AGENT][NEGATIVE] Uh, it doesn't look like it's been cached.
[AGENT][NEUTRAL] What is the address?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Clinic address?
[AGENT][NEUTRAL] What should be the address that it's sent to?
[CUSTOMER][NEUTRAL] It's Mitchell Street Dental.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Mitchell Street Dental.
[AGENT][NEUTRAL] OK, do you have the full address?
[CUSTOMER][NEUTRAL] Full address is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I don't show that it's um cleared the bank, so we can do uh we'll make sure that it hasn't cleared and we can get it reissued. It takes about 7 to 10 working days.
[CUSTOMER][POSITIVE] It's outstanding.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] That still outstanding.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] In the process.
[AGENT][NEGATIVE] I, I can't, you're talking real low. I can't hear it very well. What was that?
[CUSTOMER][NEUTRAL] Check is reprocessed.
[AGENT][NEUTRAL] Yes, we'll reprocess the check.
[CUSTOMER][NEUTRAL] OK. Can you send me the copy of your?
[AGENT][NEUTRAL] OK. What's your facts?
[CUSTOMER][NEUTRAL] Wait a moment.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, I'll fax over that EOB and is there anything else I can help with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Can you send me the
[CUSTOMER][POSITIVE] Oh, thank you so much
[AGENT][NEUTRAL] Yeah.