AccountId: 011433970860
ContactId: 29666e4b-905d-415f-8dd2-f283faa7fc45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337679 ms
Total Talk Time (AGENT): 135154 ms
Total Talk Time (CUSTOMER): 119050 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/29666e4b-905d-415f-8dd2-f283faa7fc45_20241231T13:25_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, [PII]'s [PII]. How are you today?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] I'm all right. I have a provider on the line. His name is [PII].
[CUSTOMER][NEUTRAL] Um, his callback number he gave me is [PII].
[CUSTOMER][NEUTRAL] And he's calling on policy 235-5945.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the claim in question is 351.
[CUSTOMER][NEUTRAL] 9504.
[AGENT][NEUTRAL] What's the question?
[CUSTOMER][NEUTRAL] Um, he says the claim, the check was issued to the wrong address. This claim and this check shows it's cleared.
[CUSTOMER][NEUTRAL] The address that's on the claim form itself is different. However, one of the two documents because I just took a glance at it before I transferred is the address that we sent the check to.
[AGENT][NEUTRAL] Who process to go.
[CUSTOMER][NEGATIVE] I don't know how to click.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So, I mean,
[AGENT][NEUTRAL] I'm pulling up the client.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So, what are you eating?
[AGENT][NEGATIVE] Why's my own be moving so slow.
[AGENT][NEGATIVE] She used the wrong vendor.
[AGENT][NEUTRAL] So this has to be, I'll let them know there has to be an error document created for this claim.
[AGENT][NEGATIVE] She sent it to the wrong vendor. She used the wrong vendor.
[AGENT][NEUTRAL] But I'll let him know, but
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know how to do an error document?
[CUSTOMER][NEUTRAL] I don't, we don't do those.
[AGENT][NEUTRAL] a hub. So, you have to do it through herb request because [PII] did one for me one time. It was through her request.
[CUSTOMER][NEUTRAL] To [PII]
[AGENT][NEUTRAL] Um, no, so this, so the, the, um, the person who processed the claim, you have to put do a whole request saying that it's an error. She'll have to request a refund from the wrong provider that she sent the check to being that it was cleared.
[CUSTOMER][NEUTRAL] I don't do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I'll let them know, but I'll leave the notes on here, but you have to do that through hub request. That's I can't, I'm not supposed to do that because you found the error, not me.
[AGENT][POSITIVE] But I'll let him know that it's gonna be a refund requested and it'll be reprocessed and the payment will be sent to him.
[AGENT][NEUTRAL] But y'all doing them through herb herb request because [PII] sent me one the other day actually.
[CUSTOMER][NEUTRAL] She sent the hub request. Well, that's OK. So I, I can just tell him that. We'll have to send a hub, yeah, OK.
[AGENT][NEUTRAL] But I'll let them know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] tell them that a refund will be requested and the payment will be sent out to him, but I can tell them that if you want me to.
[CUSTOMER][NEUTRAL] Either way.
[CUSTOMER][NEUTRAL] Either way.
[AGENT][NEUTRAL] No matter. You, you can transfer him. I'll let him know.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][POSITIVE] OK, well, thank you very much. I appreciate that. I'll take care of this other on the sand.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Mhm. Have a good one.
[CUSTOMER][POSITIVE] Alright, you too, thanks.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, hello?
[AGENT][NEUTRAL] How are you doing? My name is [PII]. You're calling in regards to the claim for date of service [PII]. It looks like the payment was sent to the wrong vendor, so we're gonna do a refund request.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And reprocess the claim and send the payment to the correct provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Basically, the claim was paid correctly just as the check was sent to the incorrect address.
[AGENT][NEGATIVE] Yeah, it was paid correctly. It just was sent to the wrong vendor, so we have to request a refund.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Address, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] So, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So how much time it takes?
[AGENT][NEUTRAL] I'm not sure, but someone is gonna send the error to the adjuster so they can reprocess it.
[CUSTOMER][NEUTRAL] So you don't have any specific turnaround time, right?
[AGENT][NEGATIVE] I don't know because I'm not the one that's completing the task.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] So, can you provide me with your name?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And do you have a call reference number?
[AGENT][NEUTRAL] We don't provide those.
[CUSTOMER][POSITIVE] OK, so you're gonna send this claim back for review and the check will be reissued, correct? Yeah. OK, sure. OK, sure, thanks for the information. You're great. Thank you. Bye-bye.
[AGENT][POSITIVE] Yes, that is correct. That is correct, [PII].
[AGENT][POSITIVE] You're welcome. Thanks for calling APA. You have a great one as well. Goodbye.