AccountId: 011433970860
ContactId: 02a2c8ef-fb5c-42b7-8f86-e1c526d8a849
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284619 ms
Total Talk Time (AGENT): 124168 ms
Total Talk Time (CUSTOMER): 103429 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/02a2c8ef-fb5c-42b7-8f86-e1c526d8a849_20241230T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from May to check the status of the clinic.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status. Can you repeat your name slowly, please?
[CUSTOMER][NEUTRAL] Sure, it is [PII] my last name is [PII].
[AGENT][NEUTRAL] Thank you, ma'am, may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure, you're welcome. The contact number is [PII]. And it's a direct line. And the policy number is 01792084.
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] You're welcome. I do have one claim. Could you please help me with that?
[AGENT][NEUTRAL] OK. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, the member's name is [PII] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you like me to check on and the total bill?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it is uh [PII], with the total amount of 2000 to $50 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Sure, it is Mercy Clinic on [PII].
[AGENT][NEUTRAL] Alright, so I'm showing we received the claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 351.
[AGENT][NEUTRAL] 568 8.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider $789.02.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need the check information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right, so that's check number 2007324.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm, mhm.
[AGENT][NEUTRAL] It was a single check?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was issued on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was mailed to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so it seems like it's an incorrect address.
[AGENT][POSITIVE] But I'm showing that the check is still outstanding.
[AGENT][NEUTRAL] So I can
[CUSTOMER][NEUTRAL] Yeah, since it's an inco, yeah, please go ahead.
[AGENT][NEUTRAL] You said it's an incorrect address?
[CUSTOMER][POSITIVE] Yes, that's correct. It's an incorrect one.
[AGENT][NEUTRAL] OK, what's the correct address?
[CUSTOMER][NEUTRAL] Sure. It is uh [PII].
[AGENT][NEUTRAL] Wait, wait, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, so I will go ahead and notify um our representative that it was sent to the wrong address so that it can be um stopped and sent to the correct address, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, and ma'am, before that, may I please have the claim number?
[AGENT][NEUTRAL] Yes, the claim number is 351.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] 56
[CUSTOMER][POSITIVE] Yeah, got it. Sorry for that.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Thank you so, thank you so much. Uh, seems like I do have, I'm sorry. Yeah, may I please have the call reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name which is [PII]
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] First initial to my last name is [PII] and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got it then. Thank you again so much for patiently assisting with this claim. Have a good day and take care.
[AGENT][POSITIVE] Thank you also and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, bye bye.