AccountId: 011433970860
ContactId: 301e4dba-c499-4d34-ae32-052cba957661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233160 ms
Total Talk Time (AGENT): 68141 ms
Total Talk Time (CUSTOMER): 87896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/301e4dba-c499-4d34-ae32-052cba957661_20250311T19:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling because I would like to, to target check, please.
[AGENT][NEUTRAL] I'm sorry, you want to check what again?
[CUSTOMER][NEUTRAL] Um, I called, I called him before two weeks ago and I was told that one of my claims was paid, but we didn't find a check and the representative told me that it does uh it was outstanding at that time. I would like to track a check to see if this already cash or if we can stop the payment and reissue a check.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is the policy number, please?
[CUSTOMER][POSITIVE] Oh yeah, give me one second please.
[CUSTOMER][NEUTRAL] The policy number is 2556504.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, and do you have the date of service and the amount of the charge or the claim number?
[CUSTOMER][NEUTRAL] Yes, the claim number is 3541314.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK. And you're calling from what doctor's office?
[CUSTOMER][NEUTRAL] I'm calling on behalf of a Santaquierdo MD.
[AGENT][NEUTRAL] OK. Well, since it's past the 30 days, uh, since it's been issued, I'll send a request to have it, um, for a check verification. If the check has not cleared, then they would send, um, they will have it void and reissued.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] All right, you're welcome. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, is there any reference number for this, uh, ratio check request?
[AGENT][NEUTRAL] Uh, no, we don't give reference numbers. You may use my name in today's date.
[CUSTOMER][NEUTRAL] Can you spell your name for me please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, how long it will take this process?
[AGENT][NEUTRAL] Uh, probably 3 to 5 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you so much. The, um, another, uh, question, is there any way to enroll in the EFT payments?
[AGENT][NEUTRAL] No, uh, it's only with our company, we only mail checks to providers. We don't do EFT.
[CUSTOMER][NEUTRAL] Oh OK. OK. OK, fine.
[CUSTOMER][POSITIVE] OK, that's all for today. Thank you so much for your help.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too, bye bye. Thank you.