AccountId: 011433970860
ContactId: 187ae94d-bcf6-4862-b9c7-f95a27f96b5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352559 ms
Total Talk Time (AGENT): 127518 ms
Total Talk Time (CUSTOMER): 122563 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/187ae94d-bcf6-4862-b9c7-f95a27f96b5f_20250519T20:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] in customer service. How are you?
[AGENT][POSITIVE] Oh hey good how are you?
[CUSTOMER][NEUTRAL] I'm good, um, I have a provider on the line calling to check, um, on a claim payment they haven't received.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, uh, do you have that provider's name?
[CUSTOMER][NEUTRAL] Um, her name is [PII] and she's calling from Grace Anesthesia Consultants.
[AGENT][NEUTRAL] OK, do you have the policy number this is regarding?
[CUSTOMER][NEUTRAL] It is 201.
[CUSTOMER][NEUTRAL] 324 7.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And her callback number is also different than what's showing up on AWS.
[AGENT][NEUTRAL] OK, um, what was the call back?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then um did she say which member this was for and did she verify them?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. She verified the date of birth.
[AGENT][POSITIVE] Awesome. Alright, I appreciate it [PII] you can send her over.
[CUSTOMER][POSITIVE] Alright, here she comes. Thank you.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi [PII] how are you?
[CUSTOMER][POSITIVE] Hi, I'm good.
[AGENT][NEUTRAL] Glad to hear it. So my name is [PII]. Um, I can help you, uh, check on that. You said it was it was a payment regarding a claim that has not yet been received?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you have that claim number?
[CUSTOMER][NEUTRAL] Alright, I believe so. Let me see what it says on here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I believe it's uh 0, let's see, one second, let me see if there's a different number here.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] I'm not sure what the number is.
[CUSTOMER][NEUTRAL] But I do have, I did receive a letter.
[CUSTOMER][NEGATIVE] About it, um, with the check number and stuff, but I the check I have not received.
[AGENT][NEUTRAL] OK uh let's see do you know about data service?
[CUSTOMER][NEUTRAL] Uh, yes, it was 819 of 2024.
[AGENT][NEUTRAL] OK, that was 8-19 of 2024?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and then uh what was that uh billed amount please or the check amount?
[CUSTOMER][NEUTRAL] The check amount was supposed to be 3:15.
[AGENT][NEUTRAL] OK, I think I found it. Give me just a moment.
[AGENT][NEUTRAL] Grace Anesthesia Consultants.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, awesome. Give me just a moment.
[AGENT][NEUTRAL] All right, let me check this out when this was issued.
[AGENT][NEUTRAL] Alright, yeah, so I am showing that this check was issued [PII] and it has not yet cleared, so I can go ahead and get this voided and reissued before I do that though, let me go ahead and confirm the address that we have whenever you're ready.
[CUSTOMER][NEUTRAL] OK, um, is there a way, um, I can have it sent to a different address like a mailbox because that's supposed to be the mailing address.
[AGENT][NEUTRAL] OK, I've got, I'm sorry, go ahead.
[AGENT][NEUTRAL] Um, we can confirm the one that I do have. Um, however, if it does need to be different, we would have you, you would either have to submit a new, uh, claim form with that information or a W-9.
[CUSTOMER][NEUTRAL] OK, I can do a W9 if you give me the information.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Absolutely, um, I've got a fax number um would that work for you?
[CUSTOMER][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] OK, let me know when you're ready for that.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, that is 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Alright, that's [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need uh this claim number or anything Zita?
[CUSTOMER][NEUTRAL] Alright, I can.
[CUSTOMER][NEUTRAL] Yes, go ahead and give me that because I don't have that.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] It's 35
[AGENT][NEUTRAL] 18606.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 351-860-6
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I got that.
[AGENT][NEUTRAL] Right, anything else I could help you with at the moment?
[CUSTOMER][NEUTRAL] OK, I will, I will submit that. I will submit a new a new W-9.
[AGENT][POSITIVE] Perfect. Alright, well once we get that information, then we'll be able to get this check voided and reissued to you.
[CUSTOMER][NEUTRAL] OK, and is that gonna be sent to um attention claims?
[AGENT][NEUTRAL] Yeah, uh, claims department, yes ma'am.
[CUSTOMER][NEUTRAL] OK, alright, will do.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.