AccountId: 011433970860
ContactId: 1bd712fc-75ac-4b65-a7fc-7a3e62a06b73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424170 ms
Total Talk Time (AGENT): 197804 ms
Total Talk Time (CUSTOMER): 183190 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/1bd712fc-75ac-4b65-a7fc-7a3e62a06b73_20250318T12:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling concerning a claim. Um, I received the EOB yesterday and it said that it is already, um, is a duplicate of a previous submitted claim and said that these have already been, um, please check your records for the date of service and charges submitted. Uh, I just wanted to find out if there was a check that had been sent regarding this because it says check date [PII] check number, but I haven't received it yet, so it may have crossed in the mail with this only being the [PII].
[AGENT][POSITIVE] All right. I'll be happy to check that for you. Um, what is your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][POSITIVE] Thank you [PII] and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Is [PII]?
[AGENT][NEUTRAL] Thank you, [PII]. And do you have that claim number available?
[CUSTOMER][NEUTRAL] Yes, I do. It's 357-405-9.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, his name is [PII].
[CUSTOMER][NEUTRAL] And let me get his date of birth.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, and this is for data service [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It looks like the original claim was processed on [PII] with a payment of $1990.60.
[CUSTOMER][NEUTRAL] OK, I.
[CUSTOMER][NEUTRAL] Was that a check or was that an EFT?
[AGENT][NEUTRAL] It's gonna be a single paper check.
[AGENT][POSITIVE] I'm checking on it for you, hang on.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Let's check number 2,021,830.
[CUSTOMER][NEUTRAL] 2,021,830 OK.
[AGENT][NEUTRAL] I went to [PII].
[CUSTOMER][NEUTRAL] Yes, is it showing it being cashed?
[AGENT][POSITIVE] I'm still showing it outstanding.
[CUSTOMER][NEUTRAL] OK great so it may not have come to the office yet we're still getting mail from November.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Well, y'all have, uh, are you in the area that was hit so hard?
[CUSTOMER][NEUTRAL] No, we are actually, um, towards [PII]. We're maybe 2 hours from that area that was hit.
[AGENT][NEUTRAL] I wonder if that's what it is, you know, just got caught up with and everything.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, it was in December.
[CUSTOMER][NEUTRAL] It could have been
[AGENT][POSITIVE] Do you want to give it a little bit more time or I'll tell you what, if you want to give it a little bit more time and if you haven't received it in a week or two, you give us a call back and we'll void the check and reissue it or I can do it today. It's completely up to you.
[CUSTOMER][NEUTRAL] I, I, I don't know, I mean.
[CUSTOMER][NEUTRAL] Let's do it right now because I don't know where that checks out.
[AGENT][NEUTRAL] Let's do it.
[CUSTOMER][POSITIVE] Yeah, let's just go ahead and order it.
[AGENT][NEUTRAL] If you will give me just a second and let me go ahead and put that request in.
[AGENT][NEUTRAL] That way you know it's done.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it'll take me just a second. Do you mind holding while I put that in? OK.
[CUSTOMER][NEUTRAL] Oh no you're fine you're fine.
[AGENT][POSITIVE] I can't believe from November, wow.
[CUSTOMER][NEUTRAL] Uh yeah.
[AGENT][NEUTRAL] It's really kind of
[CUSTOMER][NEUTRAL] That tells me something about our postal service.
[AGENT][NEUTRAL] I don't think it's just you. I mean, it, it's a, it's the country's postal service because.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I well I know one time we did not, and it could have been during this time that the check um didn't get to us we didn't get a mail for like 3 weeks.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, that's
[CUSTOMER][NEUTRAL] And it's like we got we get mail every day where's our mail at and then when they finally brought it it was like a little stack. I'm like, OK, where's the rest of it at?
[AGENT][NEUTRAL] Yeah, you know something's going on, don't you?
[CUSTOMER][NEGATIVE] Yeah, I'm like, where's the rest of it at? There's something, there's something not right with this, you know, we get stacks of mail, not like a 3 or 4 things. That's that's not normal.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And when you have a business, you kind of rely on that.
[CUSTOMER][POSITIVE] Exactly I'm like ready to go to all EFTs pretty soon.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] That, that's, it's just so sad the way everything.
[CUSTOMER][NEGATIVE] We saw where that one postal they caught that one postal service person throwing a whole bunch of bins of mail in the trash.
[AGENT][NEGATIVE] Oh no, I did not.
[CUSTOMER][NEUTRAL] Oh yeah, they were throwing, he was throwing the uh the baskets that they had the plastic baskets baskets of mail in a dumpster.
[AGENT][NEUTRAL] Oh, so they thought they thought he delivered it instead, huh?
[CUSTOMER][NEUTRAL] Yeah, and here they had video surveillance of him throwing.
[CUSTOMER][NEUTRAL] Uh, them in the dumpster and I'm like, well, there you go.
[AGENT][NEUTRAL] That is just mm mm.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] It's what has gotten into the people.
[CUSTOMER][NEUTRAL] It's crazy.
[CUSTOMER][NEGATIVE] I think COVID affected people the wrong they just made them weird.
[AGENT][NEUTRAL] You're right. It all started then, didn't it?
[CUSTOMER][NEGATIVE] It all started, well, it just got worse. It was there before, but I think they just made it worse so they can use that as an excuse.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So what's gonna happen with this request? I'm sending it to the finance department, they will have to verify that it is not cleared the bank and then they'll get it to our claims department to reprocess.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And reissue normally it takes just a few days.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So if you wanna
[AGENT][NEUTRAL] Wait and see or if you wanna call back I'd say in a um about a week, see if it's been.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Issue, we can check it for you.
[AGENT][POSITIVE] And I'm putting it in the notes and everything so you're, you shouldn't have any problems.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Now do I need a reference number or anything?
[AGENT][NEUTRAL] You can use my name in today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, what was your name again? I'm sorry.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, I spell my name, [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] And it has been a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, thank you. You've been a blessing today.
[AGENT][POSITIVE] Well, you have, is, I've enjoyed assisting you with that claim status, [PII]. And also, did you want that original claim number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] The original claim paid claim number is 354.
[AGENT][NEUTRAL] 4969
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, you as well.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.