AccountId: 011433970860
ContactId: 0ef4739d-c673-4fff-86f6-785c40d8b2a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294829 ms
Total Talk Time (AGENT): 104718 ms
Total Talk Time (CUSTOMER): 99101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/0ef4739d-c673-4fff-86f6-785c40d8b2a0_20250506T17:18_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] There because [PII] and [PII] are going to a
[AGENT][NEUTRAL] Yeah, my name is [PII]
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Hi, thanks for calling APL.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Baptist Outpatient Services. I need to check status on the claim, please.
[AGENT][NEUTRAL] OK, well, I'll be able to assist you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My, I'm sorry, my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that and the policy number?
[CUSTOMER][NEUTRAL] No, uh, policy number is 016595.
[CUSTOMER][NEUTRAL] 28.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] I'm sorry, what is your name?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] First initial to my last name is [PII]. You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Patient's date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], [PII] and the amount of $530.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] All right, so I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 358.
[AGENT][NEUTRAL] 1400.
[AGENT][NEUTRAL] And on [PII], the claim was paid out on a total of $50.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did you need any of the check information?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I'm showing it was a single check.
[AGENT][NEUTRAL] Check number 203-5739.
[AGENT][NEUTRAL] It was mailed to [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I am
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] I am still showing that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That the check has is still outstanding. So I can send a request to have our representative check on the check. If it has been cleared, we can provide you with a copy of the clear check. If not, we can um void this out and reissue it to you.
[CUSTOMER][NEUTRAL] OK, now let me ask you, the thing is that that that's our physical address and I'll be honest with you if we ever get the checks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It probably sometimes within 345 months if we ever get them, um, a lot of the times we don't get them those payments should be going to our um lock box to our PO box and I see that you guys didn't send it there because let me see if we send it yeah.
[CUSTOMER][NEUTRAL] Because it wasn't included in the.
[CUSTOMER][NEUTRAL] OK, it was they didn't include for some reason the PO box in our system in our claim. OK, um, should I resubmit a corrected claim? Can you have that check voided?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes, um, so go ahead and send the corrected claim with the correct billing address in the billing field, and we will, um, stop this check and reissue it to the correct address.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, great, thank you so much. I really appreciate you [PII] have a great day.
[AGENT][POSITIVE] You also, [PII] and thanks for calling APL. Was there anything else I can help with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, that would be it. Thank you.
[AGENT][POSITIVE] All right, you're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.