AccountId: 011433970860
ContactId: 3004d721-c026-4baa-964b-6117e6cfe032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219479 ms
Total Talk Time (AGENT): 72048 ms
Total Talk Time (CUSTOMER): 55691 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/3004d721-c026-4baa-964b-6117e6cfe032_20250109T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Backstop Chiropractic. I just wanna make sure we received a double payment and a double EOB from you guys, and I just wanna make sure.
[CUSTOMER][NEUTRAL] I guess making sure that it's a mistake or maybe it's not a mistake. I don't know.
[AGENT][NEUTRAL] OK, OK, Miss [PII] um first can you give me your call back number just in case the call is dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK, and what's [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It is 02144068.
[AGENT][NEUTRAL] OK. And let me get that policy pulled up real quick.
[AGENT][NEUTRAL] OK, and what is the um claim number?
[CUSTOMER][NEUTRAL] Claim number is 353-777-76.
[AGENT][NEUTRAL] OK, and it was just one claim that you received 2 payments on?
[CUSTOMER][NEGATIVE] One claim and received 2 EOBs and 2 checks for the same amount and everything's identical that I can see.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold while I get this claim pulled up so I can read notes and um I'll be right back.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK all right sounds good.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK thank you so much for holding for me Miss [PII] so looking in the notes I do see that we did have an issue with duplicate checking out and we've been instructed that if you receive a duplicate check, go ahead and deposit one and tear up the other one.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, alright, no problem, no problem, we can do that thank you I appreciate it all right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, we appreciate you calling and letting us know about thank you so much for.
[CUSTOMER][POSITIVE] Sure all right thank you have a good week bye bye.
[AGENT][POSITIVE] Alright, you're very welcome you have a great.