AccountId: 011433970860
ContactId: 34a968fb-3267-4181-b5af-9d4d2c20c241
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304950 ms
Total Talk Time (AGENT): 147003 ms
Total Talk Time (CUSTOMER): 85584 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/34a968fb-3267-4181-b5af-9d4d2c20c241_20250618T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to, um, check status on the claim.
[AGENT][NEUTRAL] OK, I can check on a claim for you. uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, uh, [PII], is this for your policy or are you with a provider?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 02550882 M for Mary, L for Lima 8.
[AGENT][NEUTRAL] Alrighty and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], date of birth I have.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII]. The bill amount was $319.
[AGENT][POSITIVE] OK got it thank you one moment.
[CUSTOMER][NEUTRAL] I called on I uh OK, OK.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] No, no, no, you're fine. What was that?
[CUSTOMER][NEUTRAL] I was just
[CUSTOMER][NEUTRAL] I was gonna say I called on [PII] and the check was supposed to be reissued so I'm just calling to see if the check has been reissued um to our correct PO box.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Got it OK um do you happen to have that original claim number?
[CUSTOMER][NEUTRAL] I have claim number 3569768.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, so it looks like was that payment $205.17?
[CUSTOMER][NEUTRAL] Correct, uh huh.
[AGENT][NEUTRAL] OK, let's take a look here. I think I found it.
[AGENT][NEUTRAL] Alright, and that provider was that uh [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, give me just a moment, let me take a look here.
[AGENT][NEUTRAL] So it looks like it did kind of reprocess as a new claim, um but yes I do have that updated check information uh whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that checking number is 20.
[AGENT][NEUTRAL] 48.
[AGENT][NEUTRAL] 43
[CUSTOMER][NEUTRAL] I'm sorry, you cut out after the 48. What was it after that?
[AGENT][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] 2048.
[AGENT][NEUTRAL] 43.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this check was issued on.
[CUSTOMER][NEUTRAL] And is it you said I had a new claim number?
[AGENT][POSITIVE] Yes ma'am, I could give that to you when you're ready as well.
[CUSTOMER][NEUTRAL] OK. Sorry.
[AGENT][NEUTRAL] OK, sure. Uh, that's 36.
[AGENT][NEUTRAL] 10.
[AGENT][NEUTRAL] 446.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this check was issued on um yes uh [PII] of course um I am showing of course that it has not yet cleared.
[CUSTOMER][NEUTRAL] And do you have the date that
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And then if you'd like I believe I can send.
[CUSTOMER][NEUTRAL] Can you tell me where it was mailed to, just to make sure?
[AGENT][POSITIVE] Oh sure yeah absolutely I've got that as [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it, uh, [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, see, yeah.
[AGENT][NEUTRAL] OK, uh, [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, cool. Yeah, yeah. Perfect.
[AGENT][POSITIVE] OK awesome.
[AGENT][NEUTRAL] Alright, yes, and so general rule of thumb if you weren't aware if for some reason you don't receive it after 30 days of that issue date, uh, give us a call back we'll get it voided and reissued but hopefully with all of this updated you should be getting that soon.
[CUSTOMER][NEUTRAL] All right. Is there
[CUSTOMER][NEUTRAL] Yeah, no, I just wanted to make sure that it did get put through to be reissued and we're not just sitting for nothing, so yeah, no, I will, I will give it some more time and um is there a reference number for the call?
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thanks for your help.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.