AccountId: 011433970860
ContactId: 0dc0443a-e45c-4f3d-92b2-525dc438ba24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415579 ms
Total Talk Time (AGENT): 122808 ms
Total Talk Time (CUSTOMER): 92582 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/0dc0443a-e45c-4f3d-92b2-525dc438ba24_20250107T16:45_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, we had a check that was reissued um a couple of weeks ago. I was wondering if that was completed and if the new check has been issued yet.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is a good callback number, OK?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Kay. And the policy number?
[CUSTOMER][NEUTRAL] It's 02465420 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And do you happen to have the claim number available for [PII]?
[CUSTOMER][NEUTRAL] I think I do, yeah, let me search.
[CUSTOMER][NEUTRAL] 3481871.
[AGENT][NEUTRAL] Now that claim was pending for the primary EOB.
[CUSTOMER][NEUTRAL] Oh, let me, there were 2 of them. Let me, I must have given you the first one.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Was it for that same data service?
[CUSTOMER][NEUTRAL] Yes, um, it was a $64.11 dollars payment.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I have it.
[CUSTOMER][POSITIVE] I have the EOB in front of me. OK, awesome.
[AGENT][NEUTRAL] Is it claim 351-082-8?
[CUSTOMER][NEUTRAL] 35108. Yes, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you never received that payment?
[CUSTOMER][NEGATIVE] Yeah, no, we never received it on our end.
[AGENT][NEUTRAL] Because I'm checking in the notes, did y'all call for reissue payment?
[CUSTOMER][NEUTRAL] Yes, um, not me, one of my colleagues, [PII], she called on, let me see, [PII].
[AGENT][NEUTRAL] I don't see any notes for [PII].
[CUSTOMER][NEGATIVE] Oh no. Um.
[AGENT][NEUTRAL] I don't see where anyone is called nor that was requested for a reissue. Can I verify the mailing address?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, well I can put in that request right now for you if you don't mind holding just one moment.
[CUSTOMER][POSITIVE] Awesome, yes, thank you.
[AGENT][POSITIVE] And if you'll just hold on the phone, I'll put in this request and I'll be right back for with you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. And that was for Holy Cross Medical Group, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, OK, thank you. I have put in a request.
[AGENT][NEUTRAL] It should be reissued within 3 to 5 business days.
[CUSTOMER][POSITIVE] Awesome thank you so much I really appreciate it.
[AGENT][POSITIVE] OK, it's been my pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all, is there a reference number for the call?
[AGENT][NEUTRAL] You can use my name and today's date and I spell my name [PII].
[AGENT][POSITIVE] And it has been a pleasure to assist you and I'm, I'm sorry that that was not issued prior to today, but
[AGENT][NEUTRAL] It has been that request has been issued and the check will be if it's not cleared the bank, which I don't see that it has, but it'll have to go through our finance department to verify that.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If it has not cleared, then it will be reissued and sent to that same address.
[CUSTOMER][POSITIVE] OK, awesome. Thank you so much. I appreciate it.
[AGENT][POSITIVE] My pleasure to assist you, OK. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.