AccountId: 011433970860
ContactId: f67940c9-7c82-429e-a4ec-df8d44b003f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 668780 ms
Total Talk Time (AGENT): 394369 ms
Total Talk Time (CUSTOMER): 192639 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/f67940c9-7c82-429e-a4ec-df8d44b003f9_20250506T20:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. You know I transfer if I got home dingers.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] I've got um
[CUSTOMER][NEUTRAL] Hi, I've got Miss [PII] on the phone.
[CUSTOMER][NEUTRAL] She is calling from provider's office. She is calling about policy number 259-567-9, and she's calling about claim number 3573265, and this is also in the notes um stating that the claim was paid to the wrong provider.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they sent the check back because it was paid to the wrong provider and she's just calling to follow up to see when she's gonna get their money back paid to the correct provider.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And it's 3265, so we did get the check back. I don't see that it's been posted yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So in the notes it says let's see.
[CUSTOMER][NEUTRAL] It just says that um and [PII] said to send the check back in and then she needed to have the PPO changed with Carrington she needed to call [PII].
[CUSTOMER][NEGATIVE] But the claim she said was through us so they should get they should get their money back for the claim because it was filled out to the wrong provider.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Just basically calling to follow up to see when they'll get their check.
[CUSTOMER][NEUTRAL] To the correct provider.
[AGENT][NEUTRAL] But she said that the check does is returned because I don't show that it's posted.
[CUSTOMER][NEGATIVE] Yeah she said it did return.
[AGENT][NEUTRAL] Well I would have to probably say we'll reach out to the adjuster because I don't see first of all I don't see that the check has been voided.
[AGENT][NEUTRAL] Let me double check that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] I'm not really sure.
[AGENT][NEUTRAL] Yeah, I'm not sure I'm not sure what to tell her.
[CUSTOMER][NEUTRAL] Other than that we haven't.
[CUSTOMER][NEUTRAL] Received the check yet?
[CUSTOMER][NEUTRAL] To give it some more time and I can tell her that.
[AGENT][NEUTRAL] Yeah, because the checks shows to be outstanding still 203-1838. I showed it paid, uh, payable to [PII] at [PII] and DDS. The check is 2 for 249, um, but yeah, I don't see that it's been returned to us. So normally what happens when the check gets returned is that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I believe it's [PII] that handles the return mail with those checks, so then the check would be voided, so then it can be reissued. Um, now as far as if it's been corrected she, did she say it's been corrected, the provider?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She hasn't, she hasn't said anything about that.
[AGENT][NEGATIVE] She'll be returning the check that was on [PII], yeah, issued to the wrong provider once it reissued the Ener Rockwell Dental. I told him we hadn't.
[CUSTOMER][NEUTRAL] I can get back to her.
[AGENT][NEUTRAL] No, no, no, then it just says she's gonna contact [PII].
[AGENT][NEUTRAL] And then she said she, the adjuster told her she needed to call [PII] and have it set up that way.
[AGENT][NEUTRAL] So, I'm not sure if that's been done either.
[CUSTOMER][NEUTRAL] OK, so what do I?
[CUSTOMER][NEUTRAL] What do I tell her? Just tell her that as of right now we're not showing that we have received the check.
[AGENT][NEUTRAL] Basically, right, I don't show that the check's been received and is, is the issue with the um dentist being a PPO provider was that uh corrected with Carrington because they had told her on [PII] that she would need to call and I'm assuming they mean [PII] because that's what it says.
[CUSTOMER][NEUTRAL] And did she call
[AGENT][NEUTRAL] She said the actual dentist is a PPO with Carrington, and then they told her that she needed to call Carrington and have it set up that way. She said the bank wouldn't catch it with the dentist's name on it.
[CUSTOMER][NEUTRAL] Yes, OK, and if she has.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if she has further questions, I'll come back to you because I won't know how to answer those if she asks me anything else after I give her that.
[AGENT][NEUTRAL] Do you want me to just take the call? I'll take the call, Tory, if you, if you'd like. Um, it would be easier for you, yeah, that way we don't have to go back and forth. There we go.
[CUSTOMER][NEUTRAL] Oh, OK, yes, if you don't mind that way we don't have to go back and forth.
[CUSTOMER][POSITIVE] For her. OK. All right. Thanks, [PII].
[AGENT][NEUTRAL] Because at this point I'm not sure what to tell her other than that, so yeah, go ahead and put her through and that callback number for her is that the one on the screen, the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] got it OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. Thanks, [PII]. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, you're welcome, [PII].
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Can you hear me OK?
[AGENT][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, so I'm doing well, thank you [PII]. My name is [PII] and I'm on the claims support team.
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] Now I was um speaking with [PII] regarding the issue with having this check reissued. So at this point, it looks like we have not received that check. Did you send it back to us?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I had mailed it back to you guys on [PII].
[AGENT][POSITIVE] [PII] I would think we would have it by now. Um, I do not show that we've been we have received it as of yet and it is showing outstanding. Let me just check one more place.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you know if if we um if you were able to um fix the issue with Carrington for the provider information.
[CUSTOMER][NEUTRAL] So it's far as I knew they were able to pull up the correct doctor. They're not, I, I was told they weren't sure how this actually [PII] because I even asked when I mailed back to check if I should add the ADA form that includes our doctor's information, but they said that it had all the information on there.
[AGENT][NEUTRAL] OK, so, uh, for what you, as far as you know, it's been corrected with Carrington.
[AGENT][NEUTRAL] Based on what they told you, OK, alright, well again I see the check still outstanding. I don't show that we've received it, um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Usually it's like a 30 day, I would think that we would receive it as of now, but until, let me, let me just.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's been enough time I think I can go ahead and do um.
[AGENT][NEUTRAL] Um, do
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] Uh, check trace. My, I'm sorry, um, it just for some reason that went out of my head all of a sudden I can't think of it. Yeah, so what I can do is request a check trace. It's been a long day and I still have a few hours to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh you're good.
[CUSTOMER][NEUTRAL] I get it.
[AGENT][NEUTRAL] Today's my late day, so I'm here a little bit later. So, um what I can do is go ahead and, and check, uh, do that check trace, and then I would think that um if we can uh establish that the check has not been cashed, we can just void it and reissue. I believe that that's what we should be able to do. So let me go ahead and uh request the check trace.
[CUSTOMER][POSITIVE] Yes, I'm with you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um and then I will um call contact you uh once I know that um that that we we're able to void and um and then hopefully we can get it reissued to you so that best contact number for you [PII] is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That's the best number. OK, so what I'm again what I'm gonna do is go ahead and put through a check trace and then um I will uh then forward that information back to the adjuster and then we can go ahead and have the claim reprocessed, um, but we'll void that check once we know that it's not been cashed so let me try that part of it first and then um if need be I'll contact you um or the adjuster will contact you and let you know that it's been um taken care of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then for that if we're able to get that new check reissued, is there any way we can make sure it's uh made out to Dental Depot?
[AGENT][NEUTRAL] And did, let me just double check some information on that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what is that tax ID number? What should that tax ID number be?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] I'm not sure how to check to make sure that that has been corrected.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just take a look here.
[AGENT][NEUTRAL] And it should be the dental depot and not the dentist's name. Is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I will put this information in the notes in the meantime, like I said, let me go ahead and get that check trace started and then like I said I can contact you or the adjuster will contact you and uh give you a further update.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][NEUTRAL] And then I will add that in the notes that we needed to go to dental Depot and not the
[AGENT][NEUTRAL] Dentists name.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Did you have any other questions at this time, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's everything I needed. Uh, do you guys do reference numbers for your phone calls?
[AGENT][NEUTRAL] Yes, we do. So um you can use my name and today's date and it's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And my last initial is [PII] and then again today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you so much for calling APL. I hope you have a great rest of your day, and I'll speak with you soon.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] OK thanks bye bye.
[CUSTOMER][POSITIVE] Perfect thank you.