AccountId: 011433970860
ContactId: 1f6a13ff-03d9-49bc-91d4-96100a991c46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394029 ms
Total Talk Time (AGENT): 155661 ms
Total Talk Time (CUSTOMER): 130455 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/1f6a13ff-03d9-49bc-91d4-96100a991c46_20250325T16:00_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and can you please help me with the status of a claim.
[AGENT][POSITIVE] Oh [PII], it would be my pleasure to assist you with claim status. What is a good call back number please, sir?
[CUSTOMER][NEUTRAL] Yeah, the good call back number would be [PII] with the extension of [PII]. And can you please spell your name first?
[AGENT][NEUTRAL] Sure. My name is [PII]
[AGENT][NEUTRAL] First initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And [PII], it would be a pleasure to assist you with claim status today. What is the policy number, please, for the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number would be 02297007 ML7.
[AGENT][NEUTRAL] Thank you, [PII]. And [PII], what is the
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth would be [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And do you have a claim number or date of service for this claim?
[CUSTOMER][NEUTRAL] Let me just look it up for you.
[CUSTOMER][NEUTRAL] Yeah, I got the claim number.
[AGENT][NEUTRAL] OK, what is that claim number please sir?
[CUSTOMER][NEUTRAL] It's 35.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 356-687-5
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] Yeah, the facility name would be Sacred Art Pensacola.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, I can help you with that claim information, [PII]. I'm showing that we received that claim on [PII].
[AGENT][NEUTRAL] Claim was processed on [PII] with the payment of 2000.
[AGENT][NEUTRAL] $389.75 to Ascension SH Pensacola.
[CUSTOMER][NEUTRAL] So can you please confirm me the pay to address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, but, uh, our gush posting team is seeing that uh the.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The payment is not showing in our bank.
[AGENT][NEUTRAL] You haven't received that payment yet?
[CUSTOMER][NEUTRAL] So can you please fax me the check? Yeah, yeah, so can you please fax me the check.
[AGENT][NEUTRAL] I will have to put in a request.
[CUSTOMER][NEUTRAL] A copy of the check.
[AGENT][NEUTRAL] Um, it could take a couple of, a couple of days. We can also, because it's outside that 30 day time frame, we can request that that payment be voided and reissued as well if that is the correct address.
[CUSTOMER][NEUTRAL] Yeah, that's the correct address, but uh, instead of res uh reissuing that and uh recouping the, the payment, you can just, uh, request for the.
[CUSTOMER][NEUTRAL] Check
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Copy of a check.
[AGENT][POSITIVE] I'm showing it's still outstanding.
[CUSTOMER][NEUTRAL] And you'll be of the payment.
[AGENT][NEUTRAL] Now, I can
[CUSTOMER][NEUTRAL] Still pending.
[AGENT][POSITIVE] Yeah, still outstanding. It's not cleared yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what would be the turnaround time to clear the check.
[AGENT][NEUTRAL] It just depends on when you receive it or if you have it in house and when you take it to the bank to clear it um it's not cleared yet if you want to research that a little further and see if you have it in house or we can ask to void the check and reissue it.
[CUSTOMER][NEUTRAL] No, no, please don't put the check. I will just check in.
[AGENT][NEUTRAL] I can give you
[AGENT][NEUTRAL] I can give you the claim, uh, the check number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Issue date and
[CUSTOMER][NEUTRAL] Yeah, the checking number.
[AGENT][NEUTRAL] Yes sir, the check number is 202.
[AGENT][NEUTRAL] 9154.
[CUSTOMER][NEUTRAL] OK, and the you doing date.
[AGENT][NEUTRAL] Issue date is [PII] and no clear date on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] date.
[CUSTOMER][NEGATIVE] Jeez
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] OK, got that.
[CUSTOMER][NEUTRAL] And the payment was for?
[CUSTOMER][NEUTRAL] 2389.75.
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][NEUTRAL] 238975 OK and
[CUSTOMER][NEUTRAL] Can you, OK, can you please help me with the call reference number?
[AGENT][NEUTRAL] Call reference number would be my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that claim information. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I was only this claim, so thank you for your time and have a great day.
[AGENT][POSITIVE] And thank you for calling ATL. Hope you have a wonderful day as well. Take care, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You too as well bye.
[AGENT][NEUTRAL] Bye bye.