AccountId: 011433970860
ContactId: 16c9bbfc-3729-411b-81f8-a44263722473
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 560469 ms
Total Talk Time (AGENT): 177500 ms
Total Talk Time (CUSTOMER): 194716 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/16c9bbfc-3729-411b-81f8-a44263722473_20250212T19:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling in regards to a uh check that an outstanding check, and I have a check number and I wanna see if there's an option to have the check paid by ETF.
[AGENT][NEUTRAL] OK, so there you have a question regarding a check.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is that correct? Yes, ma'am, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And are you with the provider's office, Asia?
[CUSTOMER][NEUTRAL] Yes, Hillendale Primary Care.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. And what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] I don't have the member's member's policy number. It wasn't attached. It's just a check outstanding check number.
[AGENT][NEUTRAL] OK, just a moment. I'll have to locate them. What is the check number?
[CUSTOMER][NEUTRAL] It is 186-5648.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Yeah, she's gone.
[CUSTOMER][NEUTRAL] She's not, I'm sorry, not going, she's not accepting any more patients, but I think that's the beginning steps of her retire. She's not accepting new patients.
[CUSTOMER][NEUTRAL] Um, check your messages to, um, Levi. I sent another doctor.
[CUSTOMER][NEUTRAL] Like in the um in your clinical work messages just search [PII]. I sent y'all a message about she not accepting patients in the alternative doctor.
[AGENT][NEUTRAL] OK, maybe the information that I'm able to provide for you today as it will be a verification of benefits and not a guarantee of payment. So what is the patient, you don't know the patient's name?
[CUSTOMER][NEGATIVE] No, we just received the check stating the check was outstanding, um, and it doesn't reference the patients.
[CUSTOMER][NEUTRAL] And just reference our payee reference number which is our tax ID check number check date and the amount.
[CUSTOMER][NEUTRAL] Uh, and payment of.
[CUSTOMER][NEUTRAL] Let's see, it gives a policy number, but I wanna know the policy number for the patient, so no, it doesn't.
[CUSTOMER][NEUTRAL] Get that information.
[CUSTOMER][NEUTRAL] Oh, she
[AGENT][NEUTRAL] OK, what is the tax ID number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] Let me see if I can locate that because I'm gonna have to be able to verify who this is for.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK, it does give a policy number, but.
[AGENT][NEUTRAL] What it, mhm. OK, so give me just a moment. What's the date of service?
[CUSTOMER][NEUTRAL] It's not listed so it's just I guess it's probably from your accounting department. There's no data service it just says RE um in reference to outstanding check number and then the check number and the information they give us the payee number which is our tax ID check number, check date, the amount, and then payment of, or maybe you can pull it by claim number something claims paid on policy number 02501009 so no one's name is on it.
[AGENT][NEUTRAL] And what's the claim number that's referenced?
[CUSTOMER][NEUTRAL] Claim is 348-7488.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] And it's I'm sorry it's 300 in front of that, so 00034874.
[CUSTOMER][NEUTRAL] 77.
[AGENT][NEUTRAL] OK, and would you please verify that?
[AGENT][NEUTRAL] Tax ID number again for me.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, and the amount of the check?
[CUSTOMER][NEUTRAL] $100
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] She said I had all the back.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, this shows for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I would need for you to try and see if you can verify the date of birth.
[CUSTOMER][NEUTRAL] OK hold on let me see if I can log in.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Good afternoon
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Love interest.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, we have [PII].
[CUSTOMER][NEUTRAL] Very, OK, give me one second, let me go to another computer. Mine is locked up.
[AGENT][NEUTRAL] Sure. OK. OK.
[CUSTOMER][NEUTRAL] 2 bedroom.
[CUSTOMER][NEUTRAL] Alright, the [PII].
[AGENT][NEUTRAL] OK, thank you. So you, you have received that check. Is that correct? You have the check.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] No, we haven't. No we haven't. I just have a letter stating the check was never cashed and asking do we need to reissue it? Do you guys need to reissue it, so I was calling to see if there's a way that you can reissue by EFT versus a paper check.
[AGENT][NEUTRAL] No, ma'am, we can't. A paper check would be the only way to reissue. Now I can send I can send that request for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] OK, yes please.
[AGENT][NEUTRAL] If you would like.
[AGENT][NEUTRAL] OK, and if you'll just verify the address for the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. OK, thank you. So that is what we show, so give me just a moment please.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] OK, so I will send this request for you to have this check voided and reissued. So you said that you received a letter, is that correct, regarding it being outstanding?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me locate the letter.
[AGENT][NEUTRAL] What date is on that letter that you received, Asia?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And as far as the signature on the letter,
[AGENT][NEUTRAL] Does it list the department?
[AGENT][NEUTRAL] Or a person's name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, it's just a blank signature.
[AGENT][POSITIVE] OK, so yes, I'll be happy to put that request in for you to have that voided and reissued.
[CUSTOMER][POSITIVE] OK, thank you so much. What was your name again?
[AGENT][NEUTRAL] You, my name is [PII], and you would use my name along with today's date as your call reference number. The claim you can also if you need a copy of that explanation of Benefits Asia, we have a portal that you can actually uh create your profile and now that you have the claim number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Be able to print a copy of that explanation of benefits.
[CUSTOMER][NEUTRAL] OK, what's the.
[AGENT][NEUTRAL] And you would go to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][POSITIVE] Alright, thank you so much I appreciate your help, [PII].
[AGENT][POSITIVE] OK. Well, you are, you are very welcome and if that's all I can help you with, thank you again for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] All right you as well thank you bye.
[AGENT][POSITIVE] Thank you. Bye bye.