AccountId: 011433970860
ContactId: 04a47aa7-9d18-4497-beab-f2763f1fd165
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376929 ms
Total Talk Time (AGENT): 117120 ms
Total Talk Time (CUSTOMER): 105787 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/04a47aa7-9d18-4497-beab-f2763f1fd165_20250103T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from RayS Radiology.
[CUSTOMER][NEGATIVE] I'm calling just to try and track down um a claims payment that we supposedly received but I don't have a record of it in my system.
[AGENT][NEUTRAL] OK, let's take a look. I'm happy to check on the claim, [PII]. What is the patient policy number?
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] Policy number is 01893571.
[AGENT][POSITIVE] Alright, thank you so much for that. Let me pull this up and do you have a good call back number?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you for that date of service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what do you have for the bill amount?
[CUSTOMER][NEUTRAL] Uh, $2,032.
[AGENT][NEUTRAL] Alright, 2032. OK, thanks. Let me take a look here.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Um, yeah, it says that you guys paid $200.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a check number and a check date, but I just need to verify some other info.
[AGENT][NEUTRAL] OK, so I found the claim. I do see the benefit payment sent for $200. What else do we need to check on here?
[CUSTOMER][NEUTRAL] So can you tell me where it was sent to?
[AGENT][POSITIVE] Yeah, absolutely. Let me pull that up.
[AGENT][NEUTRAL] Alright, so it looks like it was sent to [PII].
[CUSTOMER][NEUTRAL] And are you, is there any way that you could tell whether or not the check cleared?
[AGENT][POSITIVE] Yeah, it's actually still showing outstanding. It looks like it was issued back in [PII].
[AGENT][NEGATIVE] So we can avoid it if we need to reissue a new one.
[CUSTOMER][NEUTRAL] Um, let me just double check because I'm pretty sure it doesn't take that long for us to post them, but let me just ask the one person I know will know the answer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well she hasn't answered me yet, but I'm thinking it's I'm pretty sure I'm thinking at this point it might might just be easier to just reissue it and then go from there.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Yeah, I mean, we definitely, I have to send it off to somebody they just double check and make sure that it hasn't been cashed. It shows outstanding on my side, um, you know, we do all that verification as long as it's not been cashed, then yeah, we can definitely void the check and reissue a new one since it's been well over 30 days.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, she's actually writing back to me now and I'm thinking that's what she's gonna tell me to do anyway.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Gosh, I hope it's not a complicated answer. There's a lot of bubbles going on.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm just gonna do that.
[AGENT][NEUTRAL] Just reissue it, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, and the address, the [PII], everything was correct, yes.
[CUSTOMER][NEUTRAL] Yeah, this is TCA, so 90% sure yeah Re radiology [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can definitely, no, that's OK.
[CUSTOMER][NEUTRAL] Sorry, did I say something wrong?
[AGENT][NEUTRAL] No, no, no, you're totally fine. I can, um, put in a request to have it reissued, [PII]. um, it should, it'll just take, um, it'll probably be next week sometime before it's sent out though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right. Is there anything else that I can check on for you?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright well thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] Bye.