AccountId: 011433970860
ContactId: 1c4b1770-56cc-4414-b918-1d9030cd93da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242880 ms
Total Talk Time (AGENT): 133733 ms
Total Talk Time (CUSTOMER): 61040 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/1c4b1770-56cc-4414-b918-1d9030cd93da_20250219T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Doctor [PII]'s office. I need to check on a claim please.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number if we were disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] It is let me see, 00591968.
[AGENT][NEUTRAL] OK, excuse me, I have that as 00591968. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK, I have the number pulled up calling for claim status. Give me one moment. I can certainly help you. What is the date of service and the total charge amount, please?
[CUSTOMER][NEUTRAL] 1211 24 2 95.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you could also verify that procedure code bill please.
[CUSTOMER][NEUTRAL] D 2335.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It shows that the claim was received on [PII] and processed on [PII] with a payment in the amount of $150. I do have the claim and check numbers for you.
[CUSTOMER][NEUTRAL] Yes, was it a check or um because I, we didn't receive it we received one for 49 for data service 129 but I didn't receive the other.
[AGENT][NEUTRAL] A single
[AGENT][NEUTRAL] It was a single paper check and that check number shows 2021828 and bear with me let me just check to see if that.
[AGENT][NEUTRAL] The style of the check one moment.
[AGENT][NEUTRAL] And the check currently shows outstanding and that's under claim number is 3542899.
[AGENT][NEUTRAL] And just to verify where the check was mailed, one moment please get that verification.
[AGENT][NEUTRAL] OK, thank you for your patience. It shows it was mailed to [PII].
[CUSTOMER][NEUTRAL] OK, so how long do we need to wait before we reissue because we haven't received it.
[AGENT][NEUTRAL] OK, is that the correct mailing address?
[CUSTOMER][NEUTRAL] Yes, it is, yes.
[AGENT][NEUTRAL] OK, thank you. Um, it has been with the exception of 30 days or or was it, it has been 30 days or less or more, sorry about that so we can get that requested now. Give me one second here.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Tomorrow at [PII] if you'd like.
[AGENT][NEUTRAL] 18281828. OK, I can put that request in today and
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] it'll be with you.
[AGENT][POSITIVE] And hopefully it should be reprocessed uh by the end of the week, but you're more than welcome to give us a call back to check the status of it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again I just wanted to re-verify that mailing address was correct and it will be sent to the same mailing address and that check amount was $150 and that was check number 2021828 with claim number 3542899.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, now we get that request put in today. Anything else I can assist you with [PII]? You're welcome.
[CUSTOMER][POSITIVE] OK, thank you. No, that was it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL, have a good day.
[CUSTOMER][POSITIVE] Thank you mhm bye bye.
[AGENT][NEUTRAL] Mm bye.