AccountId: 011433970860
ContactId: 0baba6d0-fd62-4886-9ef7-14523ba74ca1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312579 ms
Total Talk Time (AGENT): 141505 ms
Total Talk Time (CUSTOMER): 126356 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0baba6d0-fd62-4886-9ef7-14523ba74ca1_20250210T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. My name is [PII] and I'm calling from Doctor [PII]'s office regarding an outstanding claim for a patient.
[AGENT][NEUTRAL] OK, I can check on a claim for you [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number, let's see, it's 0, the member ID number is 00621704. Patient's name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying all of that, [PII] and what was the date of service for this client, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, do you have that uh bill amount?
[CUSTOMER][NEUTRAL] Yes, build out up to $392.
[AGENT][POSITIVE] Got it OK thank you one moment please.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry [PII], what was the name of the uh provider?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I believe I found it. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] that's fine.
[CUSTOMER][NEUTRAL] well
[AGENT][POSITIVE] Oh it looks like that was a duplicate one moment appreciate your patience.
[CUSTOMER][NEUTRAL] OK, of course.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] they'll be able to get it taken care of.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] With
[AGENT][NEUTRAL] OK, so I did find the original claim, uh, so we paid a benefit of $151.
[AGENT][NEUTRAL] And let me know when you're ready I can give you this claim number and that uh check information.
[CUSTOMER][POSITIVE] Yes, please go ahead I'm ready.
[AGENT][NEUTRAL] OK, so the claim number is 3549264.
[CUSTOMER][NEUTRAL] And then we'll
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][NEUTRAL] And then I've got that check number as well. That is uh 202.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] 1824.
[CUSTOMER][NEUTRAL] Got it. Has it been cash? Was it paid to uh to the provider or the member?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It was to y'all, um, it was to, uh, [PII]. I'm showing that the check was issued [PII] and it is still outstanding, so as it has been over 30 days, I can get this voided and reissued. Um, let me verify the address whenever you're ready.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, I've got [PII].
[AGENT][NEGATIVE] Oh my goodness, not goods.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's, that's correct. We actually get our mail via post, the post office box right now. Um, is there a way that you could just forward it to the post office box or do we have to send like an updated W9 and all that stuff?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you would have to send that updated information to us if it was to go to a different address.
[CUSTOMER][NEUTRAL] OK, well then we'll just, if you don't mind reissuing it with the uh that same address, and you said the check number was 2021824 amount paid was 151.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's correct and if you'd like I can send you a copy of this EOB so you've got that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, if you don't mind that way I can make sure just in case we do get it I know mail's been kind of lagging so.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course, um, do you have the uh fax number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, OK, and I would just put this to your attention.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK alrighty I will get this sent to you and then I will go ahead and uh have this check voided and reissued to you um to the same address. Do you have any other questions for me, [PII]?
[CUSTOMER][POSITIVE] I appreciate it. Can I get a reference number for this call, please?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date, uh, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK, and you said today's date, so [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][POSITIVE] OK perfect I appreciate you so much I'll wait for that new check to be issued.
[AGENT][NEUTRAL] Alright, yeah, of course.
[AGENT][POSITIVE] Absolutely alright well thanks for giving us a call you too bye bye.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.