AccountId: 011433970860
ContactId: 14fbbdc0-4019-49f2-9690-ca9a98166c1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390959 ms
Total Talk Time (AGENT): 104926 ms
Total Talk Time (CUSTOMER): 96046 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/14fbbdc0-4019-49f2-9690-ca9a98166c1f_20250109T16:47_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, my name is [PII], and I'm calling from a provider's office. I need to follow up on a, on a claim that we faxed to you guys.
[AGENT][POSITIVE] Sure, you say [PII]. Could you spell your name for me, please?
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][POSITIVE] And can I have a call back number for you and that policy number I mean and I'll be able to assist you.
[CUSTOMER][NEUTRAL] OK. Um, [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01935546ML8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to check the status of a claim for what date of service you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And what is your, one of your procedure codes?
[CUSTOMER][NEUTRAL] Um, one of the procedures code is J 1745.
[AGENT][NEUTRAL] Thank you. So it looks like we made a payment of $883.61 on this claim.
[CUSTOMER][NEUTRAL] When did you make the payment?
[AGENT][NEUTRAL] This payment was made on [PII]. We received the claim [PII]. It was processed [PII].
[CUSTOMER][NEUTRAL] You have a check number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Check number
[CUSTOMER][NEUTRAL] Because we, we have never, mhm.
[AGENT][NEUTRAL] 2004901
[CUSTOMER][NEUTRAL] 2004901
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, how can we track the payment because we never received that payment.
[AGENT][NEUTRAL] Well, I could send it send it to the um finance department to verify if it's been um cashed or not. May I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Thank you. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. So I have a question. What is the, could you verify the mailing address that that payment was supposed to be sent over to?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yep, that's the address that it was sent over to so I'm gonna send this over to finance so they can verify if it has if the check has been cashed or not. If it has not been cashed then there will be a.
[AGENT][NEUTRAL] Updated check sent out to you. The claim will be reprocessed and the check will be sent back, sent over to you again.
[CUSTOMER][NEUTRAL] OK, so, but you don't have an answer if the check was cash or not.
[AGENT][NEGATIVE] It says that as of right now it shows outstanding, but I have to send it to the finance department to make sure that it has not been cashed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. So, how do I, do I call back in a few days, or?
[AGENT][POSITIVE] Yes, you can call us back, um, give us a call back next week on Wednesday.
[CUSTOMER][NEUTRAL] OK, just to follow up and see what was the resolution. Yeah, because we haven't, we haven't received it, so that's fine. OK, thank you. Any reference number for the today's phone call?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] We don't provide reference numbers, but you can use the claim number and the check number for reference if you would like.
[CUSTOMER][NEUTRAL] Uh, can I have the claim number, please?
[AGENT][NEUTRAL] The claim number is 3511064. That's 3511064.
[CUSTOMER][NEUTRAL] 064. OK, thank you.
[AGENT][POSITIVE] You're welcome, Yay. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, goodbye.