AccountId: 011433970860
ContactId: 0d75a1fe-71a8-442f-8a86-d3353b7f7ee9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532070 ms
Total Talk Time (AGENT): 160494 ms
Total Talk Time (CUSTOMER): 168015 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/0d75a1fe-71a8-442f-8a86-d3353b7f7ee9_20250418T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. Good afternoon. My name is [PII] and last name initial [PII]. I'm calling from provider's office regarding the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. [PII]. It is a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah. Just give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, the first policy number ID is 01299855 M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of about [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and then what was the date of service for this client, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total charge $3,045 even.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and that was [PII] correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, what was the amount left over after major medical paid, [PII]?
[CUSTOMER][NEUTRAL] OK. One second.
[CUSTOMER][NEUTRAL] Yeah, the primary is paid.
[CUSTOMER][NEUTRAL] $240.60 and the remaining amount is $55 even.
[AGENT][NEUTRAL] Got it. OK. So yes, we did receive this claim, uh, and we did pay that benefit of $55. If you give me one moment, I'll get that uh check information.
[CUSTOMER][NEUTRAL] Uh, OK. And also, can you please provide the claim rece and claim number?
[AGENT][NEUTRAL] Of course, so that claim number is 3573962.
[AGENT][NEUTRAL] and that was
[AGENT][NEUTRAL] We received this claim [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the claim number is 3573962, right?
[AGENT][NEUTRAL] Correct, um, then I've got that check number as well whenever you're ready.
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] OK, just give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so the lot amount and paid amount is the same or different?
[AGENT][NEUTRAL] Yeah, uh, the bill amount that we received was $55 and that is the amount that we paid.
[CUSTOMER][NEUTRAL] OK, that amount, that amount is same.
[CUSTOMER][NEUTRAL] Yeah, I know the check number?
[AGENT][NEUTRAL] Yes, that is 203-228-7.
[CUSTOMER][NEUTRAL] OK. May I know that it's a bulk check or single check?
[AGENT][NEUTRAL] It was a single check
[CUSTOMER][NEUTRAL] Single checked.
[CUSTOMER][NEUTRAL] The amount is also the same, right? $55.60.
[AGENT][NEUTRAL] 55, it's $55 even.
[CUSTOMER][NEUTRAL] Yeah, it's $55.60 or $55 even only.
[AGENT][NEUTRAL] Right, $55 even that's the amount that we, yeah, that was the build amount that we received and that's how much we paid.
[CUSTOMER][NEUTRAL] 551. OK.
[CUSTOMER][NEUTRAL] OK. Thank you. And when they shoot it and cleared it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, uh, this check was issued [PII], and it did clear [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you please provide the, I mean, and verify the pay to address so which address to check has been cleared.
[AGENT][NEUTRAL] Um, could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, you sent a check, right? So which address check has been sent?
[AGENT][NEUTRAL] Yes, the check cleared on, uh, March, I believe the [PII], I think that's what I said. I could go back. Give me just a moment.
[CUSTOMER][NEUTRAL] No, no, no, no. Like I'm asking the pay to address, so which address you send the check?
[AGENT][NEUTRAL] Oh, the address, yes, the address, give me just a moment. That was um [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, second.
[CUSTOMER][NEUTRAL] Actually, that address is incorrect, so I can provide the correct address. Can you please check it once?
[AGENT][NEUTRAL] Um, the address that we sent this check to is incorrect?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so in order for us to correct that, um, you would have to send us, um, documentation stating that, so either resubmit the claim or send us a W-9.
[CUSTOMER][NEUTRAL] OK. We will try to submit it a WN form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can you please provide the fax number?
[AGENT][NEUTRAL] That is um [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] first.
[CUSTOMER][NEUTRAL] Once you receive the WN form, automatically early check will be canceled and reissued as a new check, right?
[AGENT][NEUTRAL] What was that? I'm sorry?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So this check has been already clear, right? So once we updated the form, like the check will be voided, uh, and you will be reissued a new check, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We'll verify that it did clear um what is the address that we currently have is that just another office for this provider?
[CUSTOMER][NEUTRAL] Yeah, I have 2 addresses, so I can provide the address. Can you please check it once it is updated or not?
[AGENT][NEUTRAL] I mean, no, this is the address that we had sent this check to.
[CUSTOMER][NEUTRAL] Uh, just give me a moment.
[AGENT][NEUTRAL] So is this not for um [PII] is the provider name?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The provider we have it as Albert Cohen.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, no, no. It's a [PII].
[AGENT][NEUTRAL] Would you give me the um let's see, let's get the uh uh tax ID.
[AGENT][NEUTRAL] Just to make sure that this is the correct one, [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Just give me a moment. I can forward the full information clearly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The tax ID is [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?