AccountId: 011433970860
ContactId: 1e36258b-3152-4252-88f8-76b2ed9cef57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264299 ms
Total Talk Time (AGENT): 118280 ms
Total Talk Time (CUSTOMER): 83893 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/1e36258b-3152-4252-88f8-76b2ed9cef57_20250312T15:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling to uh check claim status.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Uh, call back is [PII].
[AGENT][NEUTRAL] Thank you [PII]. What is the policy number of the member that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] OK, I have 02434309.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh [PII].
[AGENT][NEUTRAL] Thank you [PII] and you're calling to check the status of a claim and what is the date of service and I'll be able to assist you?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] It looks like this check was voided. Did you call to request for it to be voided?
[CUSTOMER][NEUTRAL] Uh, we haven't actually. We have not reached out about it. Um, it just popped up for me to work today, so, um, I wasn't able to, you know, to see anything.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But you did receive the claim?
[AGENT][NEGATIVE] We did receive it, but it, and it was processed, but it looked like someone, it was voided. The check was voided.
[CUSTOMER][NEUTRAL] I wonder if it's just because of how old it is, because I know a lot of times we can like bully and reissue after 45 days, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I mean to to my knowledge there's not a note on it to where we've called in so I would say no that we didn't do it.
[AGENT][NEUTRAL] Let me one second.
[AGENT][NEUTRAL] It was processed on the [PII], but I'm not sure when it was voided.
[AGENT][NEUTRAL] Yeah it was 40.
[AGENT][NEGATIVE] I don't know why I was. I was not giving them a valid reason.
[AGENT][NEUTRAL] Bear with me. I'm trying to verify why it was boarded.
[CUSTOMER][POSITIVE] OK, yeah, no problems.
[AGENT][NEUTRAL] What is the um billing the billing address that the check was supposed to go to?
[CUSTOMER][NEUTRAL] OK, let me get that one second location this is [PII]. So, um, the office address is [PII].
[AGENT][NEUTRAL] So that's not the reason this, that's not the reason why.
[AGENT][NEUTRAL] Maybe it's because of the time frame because in the check has not been um wasn't cashed. So if they boarded the system verified that it has not been cashed and then the check was boarded, that means that they're gonna reprocess, but I'm not showing it in the system that they reprocessed the claim.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But it was a check for $181 but I can send over um.
[AGENT][NEUTRAL] A request for it to be processed immediately so that, that way you can get your check.
[CUSTOMER][POSITIVE] That would be awesome. OK, yeah, that, that would be great.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] What is y'all's um timely filing limit?
[AGENT][NEUTRAL] There's no timely filing as long as the policy was active, it could be 2 years from now, but if the policy was active, then the claim will be processed.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Look at that. That's awesome. OK. Do y'all do um reference numbers?
[AGENT][NEUTRAL] We don't do those unfortunately, but you can use my name in today's date as a reference [PII].
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII], and today's date is a reference.
[CUSTOMER][POSITIVE] I sure will thank you so much. Oh, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I do appreciate your time and your help.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thanks. Goodbye.