AccountId: 011433970860
ContactId: fca0951c-cb2b-45db-85bc-b0be1a73f3f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200320 ms
Total Talk Time (AGENT): 82031 ms
Total Talk Time (CUSTOMER): 53083 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/fca0951c-cb2b-45db-85bc-b0be1a73f3f3_20250211T15:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is my name is [PII]. I'm calling from Deep South Dental. I'm calling in regards to a patient, [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], what is the policy number you're calling in regards?
[CUSTOMER][NEUTRAL] Um, I have her husband's social.
[AGENT][NEUTRAL] OK, one moment. What's the social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you like, I can give you their policy number instead of using the social if you like.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] 607-752.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] And verify the patient's date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and how may I assist you with Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, she received her EOB in the mail, um, but we still haven't received a check. I was just calling to check on that.
[AGENT][NEUTRAL] What was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Um, [PII] and it was for $110.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] We've been having some issues with our mail system, so I just wanna make sure it didn't get lost or if you need to reissue us a check or.
[AGENT][NEUTRAL] One.
[AGENT][NEUTRAL] OK, and the check was mailed amount of 55, you're saying you have not received the check?
[CUSTOMER][NEUTRAL] No we have not.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, yeah, it looks like it was issued [PII]. Um, we can send a request to our, um, finance department. They can verify if it's not received or if it hadn't cleared. If not, they can board and reissue. And address we sent it to was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] [PII]? OK. I can send a request to see if it's clear. If not, they can board and reissue since it's been over 30 days.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and um how long would that take?
[AGENT][NEUTRAL] Um, I'll say within 3 to 5 business days.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling APL. Have a great day, Ms. Hope.
[CUSTOMER][NEUTRAL] You too bye bye.