AccountId: 011433970860
ContactId: 19ac8025-bc1d-4a16-a18c-47854e84bc67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 824969 ms
Total Talk Time (AGENT): 227147 ms
Total Talk Time (CUSTOMER): 153852 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/19ac8025-bc1d-4a16-a18c-47854e84bc67_20250514T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. My name is [PII] calling from provider's office to check on a claim status. Could you help us to do for me?
[AGENT][NEUTRAL] You said you're calling from where? I'm sorry.
[CUSTOMER][NEUTRAL] I'm calling from providers Office Baptist Memorial Hospital to check a claim status. They help today for me.
[AGENT][NEUTRAL] OK, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. Just a moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] The policy number is 024.
[CUSTOMER][NEUTRAL] 671-28.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] One moment while I look that up for you.
[CUSTOMER][POSITIVE] Yup, sure, take your time.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yup. The patient name is.
[CUSTOMER][NEUTRAL] [PII], date of birth of.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the claim number?
[CUSTOMER][NEUTRAL] That's 211
[CUSTOMER][NEUTRAL] In this case, I didn't have a claim information. I have a date of service in the building I I could be able to check with that.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] It's date dates between [PII].
[CUSTOMER][NEUTRAL] For the total charge of uh
[CUSTOMER][NEUTRAL] $7,125.93.
[AGENT][NEUTRAL] You said 93 cents? OK.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Through the [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]. It's a date range of two days.
[AGENT][NEUTRAL] One moment while I look that up.
[AGENT][NEUTRAL] And the provider's office name?
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] The Baptist Memorial Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we received that claim.
[AGENT][NEUTRAL] On [PII], and it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes, that's when we received it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The claim was processed and paid or the claim was processed and denied?
[AGENT][NEUTRAL] It was paid $1,041.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] May I know the
[CUSTOMER][NEUTRAL] Mode of payment.
[AGENT][NEUTRAL] It was a check.
[CUSTOMER][NEUTRAL] The claim number as well.
[AGENT][NEUTRAL] OK, my claim number is 3514.
[AGENT][NEUTRAL] 283.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. May I have the check number I should it as well. I shouldn't catch it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The check number is 201.
[AGENT][NEUTRAL] 8490.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. May I should didn't cash it after the check?
[AGENT][NEUTRAL] Let me see real quick.
[AGENT][NEUTRAL] The check amount, it looks like it is.
[AGENT][POSITIVE] Outstanding.
[AGENT][NEUTRAL] Meaning that the check amount was $1,041.
[AGENT][NEUTRAL] It was sent to Baptist Memorial Hospital GT.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The issue date was [PII].
[AGENT][POSITIVE] And the check is outstanding.
[CUSTOMER][POSITIVE] There is a price we was still in outstanding.
[AGENT][NEUTRAL] Let me check on that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you know if the.
[AGENT][POSITIVE] Address I gave you is correct.
[CUSTOMER][POSITIVE] Yeah, it's correct.
[AGENT][NEUTRAL] It is correct? OK, and you still haven't, did they not receive it?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, still, you said that is outstanding, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can I do
[CUSTOMER][NEUTRAL] Raise the check raise, uh, what it is now standing.
[CUSTOMER][NEUTRAL] You'll get the information.
[AGENT][NEUTRAL] Give me one moment, I'm still checking on that for you.
[CUSTOMER][NEUTRAL] Yup, sure, go ahead there.
[AGENT][NEUTRAL] Did you receive a letter from APL regarding this check?
[AGENT][NEGATIVE] Not being cashed.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEGATIVE] No, because you said that she it with, it wasn't outstanding.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well it's typically outstanding because it hasn't been um.
[AGENT][NEUTRAL] Cleared yet.
[AGENT][NEUTRAL] They have not
[CUSTOMER][NEUTRAL] Yeah, so that I was asking to raise the price uh to get the information where it was, uh.
[AGENT][NEUTRAL] Um, process the check, right.
[AGENT][NEUTRAL] Um, it looks like we issued it and if we issued it to the correct address.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me do a little bit more checking.
[CUSTOMER][NEUTRAL] Mhm. Could you spell your name for me?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What I can do is get a call back and so we can have our billing department.
[AGENT][NEUTRAL] Reissue a check.
[CUSTOMER][NEUTRAL] You can't able to raise a check, right, sir?
[AGENT][NEUTRAL] Yes, because it looks like we did send out the check on [PII].
[CUSTOMER][NEUTRAL] OK. You can research it, right?
[CUSTOMER][NEUTRAL] the same address.
[AGENT][NEUTRAL] Um, it would go to that same address unless it needs to go to a different address.
[AGENT][NEUTRAL] But then they would have to, it is the same address? OK.
[CUSTOMER][NEUTRAL] It is the same address.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I'm just checking our notes to make sure that we got everything that we need.
[AGENT][NEUTRAL] So I will put in
[AGENT][NEUTRAL] A note saying that we need to reissue that check that the address is correct. Uh, you will want to give it about the replacement check about 10 business days.
[AGENT][NEUTRAL] And if you still, if they still haven't received a check.
[AGENT][NEUTRAL] By that time, go ahead and give us a call back.
[CUSTOMER][NEUTRAL] Sorry, could you repeat it?
[AGENT][NEUTRAL] Yes, we're gonna reissue the check. Um, if you said that the mailing address is correct, we will reissue a new check, but you'll need to give it about 10 business days for us to reissue the check and then just keep checking and make sure that you get it. Um, give it about 10 days and if you still don't see it, um, feel free to call us back.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] But we will get a check reissued to you.
[CUSTOMER][NEUTRAL] OK, most it will take around uh
[CUSTOMER][NEUTRAL] 10 to 14 days, right?
[CUSTOMER][NEUTRAL] OK, mm, can to copy, send a copy of you will be through fax.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][POSITIVE] Yeah, thank you so much for the information. Could you please, uh, issue a check for the, the correct information, uh, check, um, uh, like call back that after 1410 to 14 days, sir.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Can I get a call reference number?
[AGENT][NEUTRAL] We don't have a call reference number, but you can use my name and my last initial which is [PII] and today's date.
[CUSTOMER][POSITIVE] Mhm. Thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] If there's nothing else, thank you so much for calling APL and have a great day.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.