AccountId: 011433970860
ContactId: 07b0174c-be23-4f20-b57a-48d81c45c597
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1383890 ms
Total Talk Time (AGENT): 165564 ms
Total Talk Time (CUSTOMER): 166377 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/07b0174c-be23-4f20-b57a-48d81c45c597_20250424T20:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is So. How may I assist you?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm [PII] calling from provider's office regarding our claims.
[AGENT][NEUTRAL] Sure, I can assist you with claims Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] with an extension of [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The patient's policy number is going to be uh.
[CUSTOMER][NEUTRAL] 1524156 M as in Mike I as in India number 7.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] My first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The service is [PII] the bill the amount of $2,788 even.
[AGENT][NEUTRAL] OK, let me see if I can find this claim, and that was [PII], correct?
[CUSTOMER][POSITIVE] Yes, you are correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know what's the procedure code?
[CUSTOMER][NEUTRAL] Yeah, sure. The procedure what we have been billed on this claim is 45385 and 43239.
[AGENT][NEUTRAL] OK, let me pull this ALB, bear with me.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] OK, I'm still waiting for the image of the EOB, OK? One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, here it is. It looks like we processed the claim on [PII] and we send a benefit amount of $441.32 to the provider.
[CUSTOMER][NEUTRAL] OK, I was checking that, uh, the claim was allowed and paid $441. 32 cents.
[AGENT][POSITIVE] Mhm, yes, that is correct.
[CUSTOMER][NEUTRAL] Am I?
[CUSTOMER][NEUTRAL] OK, may I know how was the claim was paid?
[AGENT][NEUTRAL] It was a single check paper check?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Could you please help me check details?
[AGENT][NEUTRAL] Yes. The check number is 2018547.
[AGENT][NEUTRAL] It was on the same day, [PII].
[AGENT][NEUTRAL] And again it's a single check of $441.32.
[CUSTOMER][NEUTRAL] Mhm. Got it. Uh, may I know if the check was cashed?
[AGENT][NEUTRAL] I will have to search for that. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Sure. Uh, could you please help me with that?
[AGENT][NEUTRAL] OK, sure. I'm gonna put you on a brief hold, OK? I'm gonna go ahead and research.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII]. OK. It looks like the check is still outstanding. Can you verify the address for me?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure. The pay to address is going to be the check need to be attached uh to the pay to address. The pay to address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's where we send it.
[AGENT][NEUTRAL] It has not been cash just yet. Mhm, yes.
[CUSTOMER][NEUTRAL] Is the same pay to address.
[CUSTOMER][NEUTRAL] OK. In this case, can you please help me in reaching the new check?
[AGENT][NEUTRAL] I can request for the check to be canceled and reissued, yes.
[CUSTOMER][NEUTRAL] OK, because it was not yet cash, right, I can see that the pay order also is correct. The address is [PII]. Am I right?
[AGENT][POSITIVE] Mhm, yes, that is the correct one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me, I have to send this.
[AGENT][NEGATIVE] To be canceling me OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold again. I'm just gonna complete this to make sure I got it all before I let you go, OK?
[CUSTOMER][NEUTRAL] Yeah, of course, uh,
[CUSTOMER][POSITIVE] Got it. And you can take your time on that.
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I went ahead and send that over, so they should be reissuing within 24 to 48 hours.
[CUSTOMER][NEUTRAL] Uh-huh. OK, got it. Uh.
[CUSTOMER][NEUTRAL] OK, you are stating that you have been, uh, escalated this right the department for the issuing of the check, am I right?
[AGENT][NEGATIVE] It's been sent to the correct department to have the um check canceled and reissued.
[CUSTOMER][NEUTRAL] OK, got it. Uh.
[CUSTOMER][NEUTRAL] In this case, man, how many days it's gonna take?
[AGENT][NEUTRAL] Again it takes 24 to 48 business hours.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] Could you please help me in providing the, uh, no, no, uh I will uh just give me a second. Could you please help me the call reference?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, can you spell your name with the last name for documentation purpose, please?
[AGENT][NEUTRAL] Sure, that's all. That's [PII], that's initial [PII].
[CUSTOMER][NEUTRAL] Thank you, sir. That's is all the information I need and I request you to please kindly reissue the check to the card pay to address because it was the pay address also got updated from our your end, right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was sent to the correct address. The address that you provided to me is the same address that it was on the check.
[CUSTOMER][NEUTRAL] Sure, got it. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In this case, I request you to reissue a new check, please. That's with all the information I need.
[AGENT][NEUTRAL] I, I already sent that information over. Uh, we, we don't, yeah, I went ahead and send it to the correct department. Bye bye.
[CUSTOMER][NEUTRAL] Mhm, that's I know.
[CUSTOMER][NEGATIVE] You are on hold.