AccountId: 011433970860
ContactId: f6b956fb-8094-485a-a2d6-7caf263cb986
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405420 ms
Total Talk Time (AGENT): 168026 ms
Total Talk Time (CUSTOMER): 207797 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/f6b956fb-8094-485a-a2d6-7caf263cb986_20250317T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good good morning. I'm calling from a provider's office. I was trying to follow up on a claim regarding a patient data service.
[AGENT][NEUTRAL] All right, I'm happy to check on a claim this morning. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, policy number is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 01873892
[AGENT][NEUTRAL] All right, thank you. Let me pull this up here one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[CUSTOMER][NEUTRAL] Oh my.
[AGENT][NEUTRAL] All right [PII] let me read this number back to you, make sure I copied it down right. I copied.
[CUSTOMER][NEUTRAL] Give me 1 2nd
[AGENT][NEUTRAL] 01878892.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm mm mm mm no no no so 01873892.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm so sorry about that.
[CUSTOMER][POSITIVE] No, you're good you're good. Don't worry about it, thank you.
[AGENT][NEUTRAL] 3892. Alright, there we go and what is the date of service?
[CUSTOMER][NEUTRAL] I thought.
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] All right, and the build out?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Yeah, I just put on my.
[CUSTOMER][NEUTRAL] You said you have an appointment with [PII].
[AGENT][NEUTRAL] And [PII], this is a medical claim, correct? Not a dental claim?
[CUSTOMER][NEUTRAL] Well this is for dental, yes.
[AGENT][NEUTRAL] It is for dental, OK. I just wanted to make sure.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You have your card, yeah.
[CUSTOMER][NEUTRAL] Mhm. It's your first time? OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Fill out just the first page for me, OK, first page only.
[AGENT][NEUTRAL] OK, so I'm not showing any claims on file for that bill amount.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] But we got back something um.
[AGENT][NEUTRAL] What do you have a claim number?
[CUSTOMER][NEUTRAL] But this says American public life insurance company.
[CUSTOMER][NEUTRAL] A claim number, um, I have a yeah claim number is 3569957.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, let me pull this.
[CUSTOMER][NEUTRAL] Because this is where we
[CUSTOMER][NEUTRAL] Build it before.
[AGENT][NEUTRAL] Um, let me check the previous one. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like that was a duplicate claim cause the original, let me see.
[CUSTOMER][NEGATIVE] But I haven't even got one for the original either.
[CUSTOMER][NEUTRAL] I can't wait. I can't. I don't.
[CUSTOMER][NEUTRAL] No, I was gonna tell you like you.
[AGENT][NEUTRAL] OK, so do you need the claim number? I can send you the EOB for the original. I can give you the details. What do you need from it, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, so was that already paid for the original claim that we submitted to the dentist?
[AGENT][NEUTRAL] So, yeah, so the original claim was received in January on the [PII], and it looks like it was processed on [PII]. There was a single check sent out in the amount of $446.
[CUSTOMER][POSITIVE] Yeah, yeah, I do.
[CUSTOMER][NEUTRAL] And it went to the dentist.
[AGENT][NEUTRAL] Yes, let me pull that up. I'll confirm where it was sent.
[CUSTOMER][NEUTRAL] And cash, yeah, and was it cash by the dentist because I don't.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It was sent to [PII] at [PII], yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] 303. That's weird. I don't have it. Can you send me the EOB please, cause I don't even have an EOB.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely. The check is still outstanding. It's not been cashed.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] Oh wow, so that's a problem then because if it wasn't cash and it's been so long.
[AGENT][NEUTRAL] So if you want, yeah, we can, we can void it and reissue it since it was done in January, OK.
[CUSTOMER][NEUTRAL] I doubt if he
[CUSTOMER][NEGATIVE] Yeah, avoid it.
[CUSTOMER][NEGATIVE] Is exactly and it's March that's that's impossible that be because I haven't received anything on it.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Alright, not a problem, [PII], what's a good fax number to send the COB to?
[CUSTOMER][NEUTRAL] Um, fax number is 718.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 654.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII], correct?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][POSITIVE] Correct, and it's a private fact, yes.
[AGENT][NEUTRAL] OK, I am sending that now and then I will put in a request to have this check voided and we'll reissue a new one.
[CUSTOMER][NEUTRAL] OK, um, do you guys give like a reference number or anything for the call so I can follow up on this as well?
[AGENT][NEUTRAL] Absol
[AGENT][NEUTRAL] Absolutely. Uh call reference is my name with my last initial than today's date. My name is [PII], which is [PII] My last initial is [PII], and then today's date is the [PII]. Yep.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] OK, I got you, got you.
[CUSTOMER][NEUTRAL] Alright, so you say you're gonna avoid that check and reissue a new one to the dentist.
[AGENT][NEUTRAL] Yes ma'am, so I'll have to send it off to a department just to verify that it is still outstanding will void and then reissue a new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, I appreciate it. You too, bye.
[AGENT][POSITIVE] You're welcome. Have a good one, [PII].
[AGENT][NEUTRAL] Bye-bye.