AccountId: 011433970860
ContactId: 1c995067-fb56-432c-8c87-2a068b0fce5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416200 ms
Total Talk Time (AGENT): 120490 ms
Total Talk Time (CUSTOMER): 75966 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/1c995067-fb56-432c-8c87-2a068b0fce5a_20250429T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I was calling to get claim status.
[AGENT][POSITIVE] Yeah, of course, I can help you with claim status today.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, it is 02477075.
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. And are you calling from provider's office or you, are you calling for yourself?
[CUSTOMER][NEUTRAL] Um, it's provider's office.
[AGENT][NEUTRAL] OK. And then the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII] and date of birth is, um, [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then do you have that data of service and a charge amount?
[CUSTOMER][NEUTRAL] Um, it's May 1724 $643.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, give me just one moment to look this claim up.
[AGENT][NEUTRAL] OK, and then what provider's office are you calling from?
[CUSTOMER][NEUTRAL] Um, it's called Southeastern Emergency Physician.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, so it looks like we paid $257.36.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And I can give you that claim number.
[CUSTOMER][NEUTRAL] And do you have that check number?
[AGENT][POSITIVE] Oh, yes, of course.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So I'll give you the claim number and then I'll give you the check number as well.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] OK. So the claim number is 351.
[AGENT][NEUTRAL] 0879.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the check number is 2004989.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then what, what was the date on that when it went out?
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEUTRAL] The check went out [PII].
[AGENT][POSITIVE] And it is still outstanding.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I have this address. I have um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], is that where it went?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, no, it looks like it went to a [PII].
[CUSTOMER][NEUTRAL] Uh, well, OK.
[AGENT][NEUTRAL] What was that [PII] what was that number again?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I'm sorry. It's [PII].
[AGENT][POSITIVE] OK, that is correct.
[AGENT][NEUTRAL] And what was the zip code?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. That is all correct. Um, let me put in a request for a void and reissue for this check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][POSITIVE] OK. So I can do that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, is there a reference number for this call?
[AGENT][NEUTRAL] Yes, so it's my first name, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Yes, I'll send in that request for you and.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well, thank you for calling APL mhm. Have a good day.
[CUSTOMER][POSITIVE] Oh, thanks.
[CUSTOMER][NEUTRAL] Bye.