AccountId: 011433970860
ContactId: 30bd382f-a90b-44ca-8928-41d5f7bb76ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174240 ms
Total Talk Time (AGENT): 76249 ms
Total Talk Time (CUSTOMER): 97654 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/30bd382f-a90b-44ca-8928-41d5f7bb76ab_20250220T19:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Sarah Physical Therapy. I'm calling you guys, um, because I it looks like I received a duplicate payment from you guys for a date of service on one of my patients.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the payment. And um, sir, may I have a good contact, I'm sorry, [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, yeah, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, let me see if I can find it on here. Uh, yes, policy number 0245488889.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm doing that off the top of my head. Let me see if I got.
[AGENT][POSITIVE] Yes, and thank you. No, that's correct.
[CUSTOMER][POSITIVE] Did I get it right? Oh good. How good am I? OK.
[AGENT][NEUTRAL] Alright, and thank you so much for verifying. All the information provided is a verification of benefits, not a guarantee of payment. And so have you, um, have you
[CUSTOMER][NEUTRAL] Of course, yeah.
[AGENT][NEUTRAL] Try to process one or you just, this is the first time calling?
[CUSTOMER][NEUTRAL] No, no, no, no, so I, I've been, I've been, um, I've been putting stuff into you guys and you're sending, you know, you're sending them back the payments which is fine, but I have a duplicate. I get two different two separate checks on the same date of service and.
[CUSTOMER][NEUTRAL] Um, same date, same check number and everything, it's duplicate, 2 checks, same exact thing, and I don't want to cash both of them, but I'm just being honest.
[AGENT][NEUTRAL] Right, so what I'm asking is have you tried to cash one or you're just calling now?
[CUSTOMER][NEGATIVE] I'm just calling now because I don't know what you want me to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can just um you can discard one and cash the other. It was an error um that was that happened um and we're aware of it, so you can just disregard one, I'm sorry, discard one.
[CUSTOMER][NEUTRAL] Oh, so it doesn't matter? Does it matter which one?
[AGENT][NEUTRAL] No, it's the same check.
[CUSTOMER][NEUTRAL] OK, OK, OK, good. I just want to let you know that um that this is happening. So all right, and that's the only time it's happened, so I didn't know how to handle it, so that's fine. Yes, I didn't want you to think I was being stingy and I guess one wouldn't cash, right? I guess.
[AGENT][NEUTRAL] What to do, right.
[AGENT][NEUTRAL] Well, I've seen, well, not cash, but sometimes they'll think it's fraud and then stop both of them and
[CUSTOMER][NEUTRAL] Right. Well, I'm letting you know. I, I will shred one of them and I will cash the other one.
[AGENT][POSITIVE] Alrighty, well, I will go ahead and note the policy for you. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] No, that's it. That's it. Thank you very much.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APR. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.