AccountId: 011433970860
ContactId: 0ff1a923-9462-4a08-9d97-06e47bd5088c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538900 ms
Total Talk Time (AGENT): 143733 ms
Total Talk Time (CUSTOMER): 169151 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/0ff1a923-9462-4a08-9d97-06e47bd5088c_20250327T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. My name is uh [PII]. I'm calling from provider's office for clients.
[AGENT][POSITIVE] OK. I'm happy to check on a plan for you today. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, and what's her name?
[CUSTOMER][NEUTRAL] he
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh sure thank you.
[CUSTOMER][NEUTRAL] Yeah, the policy ID number is going to be
[CUSTOMER][NEUTRAL] 02342056.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Hm. The first name is [PII]. Last name is [PII]. Mm but date, uh, [PII].
[AGENT][POSITIVE] Thank you, data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Fill them out
[CUSTOMER][NEUTRAL] $333 even.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So it looks like we did receive a claim for the state of service claim is received on [PII].
[AGENT][NEUTRAL] There was a payment made in the amount of $75 claim was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the claim number is gonna be 3553757.
[CUSTOMER][NEUTRAL] Mm, it paid through BFT or check?
[AGENT][NEUTRAL] A single check and the check number was 202.
[AGENT][NEUTRAL] 3871.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, you said the claim was paid for $75 right?
[AGENT][POSITIVE] Correct, the amount paid was $75 yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, what is the, uh, pay to address?
[AGENT][NEUTRAL] Uh, one moment, let me pull that up here.
[CUSTOMER][NEUTRAL] Mhm. Because, uh, as I'm, I do see, uh, is that check cashed?
[AGENT][NEUTRAL] Uh, looks like it was sent to Gill Neurosciences at [PII], and that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Check is still longstanding.
[CUSTOMER][NEUTRAL] Uh, you have the cash.
[CUSTOMER][NEGATIVE] Still, it's not cashed.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, may I know actually why this check is not cashed yet because, uh, it was paid on [PII], right?
[CUSTOMER][NEUTRAL] Uh, you said it was paid on [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] It was, yes, it was [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, what about the claim received date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, can you, uh, forward the UB through fax? I'm going to provide you the fax number.
[AGENT][NEUTRAL] Oh yeah, we can send it through 5. It's the fax number.
[CUSTOMER][NEUTRAL] Uh, one moment, [PII], I'm going to, uh, provide you the fax number is going to be.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, got it. It's [PII].
[AGENT][NEUTRAL] Should we mark attention to anybody?
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] Yeah, yeah, you can use my name to check.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, how long, uh, we can wait for this, uh, to cash? Uh, you said the check cash the check was paid on, uh, [PII]. So may I know uh how long it should be allowed for cash?
[AGENT][NEUTRAL] Uh, so 30 days and then we can reissue it if we need to. So at this point it is eligible to be reissued since it's not in cash.
[CUSTOMER][NEUTRAL] Mhm. Uh, actually, this is the reissued one, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So, uh, so, yeah, that's what, uh, we asked to reissue the check because the initial check was not cashed.
[AGENT][NEUTRAL] Yeah, so the original one was issued [PII]. It was voided, new one was reissued [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Uh, have you sent the fax?
[AGENT][NEUTRAL] Fax is on its way. It should be there in about 5 minutes.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, so, uh, we will
[CUSTOMER][NEUTRAL] Take some time to receive that. What is the card reference number?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Call reference is my name with my last initials and today's date. My name again is [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Yeah, thank you, sir. Uh thank you for that information you have provided. Uh, yeah, have a great day to you. I will receive the fax in another, another 55 or 10 minutes, right?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm. Correct, should be there in about 5 minutes, [PII].
[CUSTOMER][NEUTRAL] Yeah sure bye bye.
[AGENT][POSITIVE] All right, you're welcome have a good day bye bye.
[CUSTOMER][NEUTRAL] Yeah.