AccountId: 011433970860
ContactId: 3337c3a2-d863-4459-ad08-f1fa891ba2f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280119 ms
Total Talk Time (AGENT): 123895 ms
Total Talk Time (CUSTOMER): 155178 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/3337c3a2-d863-4459-ad08-f1fa891ba2f5_20250221T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting ATM. My name is. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm so sorry, can you repeat what you just said?
[AGENT][NEUTRAL] Yes, my name is [PII]. I'm with American Public Life. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of Florida Woodmont Hospital trying to check claim status of a patient.
[AGENT][NEUTRAL] I can help with the claim status. What's that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number of the patient is 01877139.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. I need a callback number please the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII]. Do you think you could repeat your name for me?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, my name is [PII]. um, what is the data service that we're looking for?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, data service is 07-02-2024.
[AGENT][NEUTRAL] And is there a particular build amount I should look for?
[CUSTOMER][NEUTRAL] Uh, the bill amount is $34,468.75.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I can find here.
[AGENT][NEUTRAL] So this is like an ER bill or a hospital bill, right?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It looks like your claim number uh for this.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] Is um 354.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] But so like.
[AGENT][NEUTRAL] 1500.
[AGENT][NEUTRAL] And it looks like the claims, um.
[CUSTOMER][NEUTRAL] What's up?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Was processed.
[AGENT][NEUTRAL] On [PII] and uh sent out on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] A check in the amount of $2,124.16 was sent out at that time. Um, that check.
[CUSTOMER][POSITIVE] I like.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Looks like it uh went to [PII] in [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's, that is where the check went, um.
[CUSTOMER][NEUTRAL] Alright, uh, alright, just to confirm, you said the claim number is 3,541,500?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And was processed on [PII], when you said [PII], do you mean the payment was issued on [PII]?
[AGENT][POSITIVE] That's correct, yes, it actually went out in the mail.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, alright.
[CUSTOMER][NEUTRAL] Do you have a check number that you could give me?
[AGENT][NEUTRAL] Yes, it's 201.
[CUSTOMER][NEUTRAL] And look
[AGENT][NEUTRAL] 8520.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 520 alright.
[CUSTOMER][NEUTRAL] And that check went to the [PII], which is the correct address.
[AGENT][NEUTRAL] Uh, that's
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] That's what you said, right, yeah.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Uh, do you know if the check was cashed?
[AGENT][NEUTRAL] Well, I don't have any way of actually checking whether it was or not. I mean, it's, um, I can send a request to see whether it was, uh, and then if it wasn't, then we can reissue it, but, um, I don't have any way to look at it here. We have a, we have something that we can, uh.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] The screen that we can look at the checks, sometimes they're cashed and, and it's just not showing up on the screen, and sometimes they're not. So I can go ahead and check it to see if it's been cashed and if it hasn't been, and then we can void out this check and reissue another one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Is there any other dates of service that we needed to look for?
[CUSTOMER][NEUTRAL] Um, I could see if I have any other patients on file to see if maybe you could search for their claims. Let me see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, no, no other patient on file.
[AGENT][NEUTRAL] OK, well, let me find out about this and then if it, if it is, uh, if it hasn't been cashed and we can see about reissuing it.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] OK, well, thank you for contacting APL. You have a very good day.