AccountId: 011433970860
ContactId: 39845cbf-a720-4269-a970-dfbee01cde04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324739 ms
Total Talk Time (AGENT): 92745 ms
Total Talk Time (CUSTOMER): 119652 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/39845cbf-a720-4269-a970-dfbee01cde04_20250509T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider office for a claim status.
[AGENT][NEUTRAL] OK, and I missed your name. What was that?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII].
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] And if I got your name correctly, it's
[AGENT][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Yes, please go ahead.
[AGENT][NEUTRAL] Uh, go ahead. My name's [PII].
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[AGENT][NEUTRAL] Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] And what provider are you calling with?
[CUSTOMER][NEUTRAL] I'm calling from Ascension Sacred Heart Emeraldcast.
[AGENT][NEUTRAL] OK, and do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, of course. And policy number is 02013249.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] And you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service is [PII] and total bill amount would be $7,774.12.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, it looks like we received that claim on 2-18-2025.
[AGENT][NEUTRAL] This process 221, 2025.
[AGENT][NEUTRAL] And we made a payment of $2,932.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could you please uh uh send the check, copy of check over fax?
[CUSTOMER][NEUTRAL] Because we do not receive the payment.
[AGENT][NEUTRAL] OK, let me see if it's cleared.
[CUSTOMER][NEUTRAL] Uh, it is, it is showing clear?
[AGENT][NEUTRAL] I, I'm looking to see if it has hold on one moment because we can't send a copy of the check. I've got to request it.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, can you confirm the address that it should be sent to?
[CUSTOMER][NEUTRAL] Uh, could you please send it over, uh, fax?
[AGENT][NEUTRAL] No, I, I've got a request, a copy of the check. It's not cleared yet, so we can do a reissue, but what address should it be sent to?
[AGENT][NEUTRAL] What was the address of, on the claim?
[CUSTOMER][NEUTRAL] Uh, you, you
[CUSTOMER][NEUTRAL] OK. So uh it was supposed to be pay at [PII].
[AGENT][NEUTRAL] OK, that's the address that we have. Just had to verify that before I request a
[AGENT][NEUTRAL] We resubmit or resend the check.
[AGENT][NEGATIVE] OK, I'll put in a request for this to be um reviewed and then resent.
[AGENT][NEUTRAL] And is there anything else I can help with today?
[AGENT][NEUTRAL] It takes about 30 days.
[CUSTOMER][NEUTRAL] OK. It will take about 30 days?
[AGENT][NEUTRAL] Yes, to reissue the check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, actually, my question was that, uh, actually, we requested the OB from you, your side, and we got it and then we send the UB explaining all the details, our cash posting team is saying that there is no payment, so they are requesting.
[CUSTOMER][NEUTRAL] Uh, copy of check and you are saying that you are requesting and uh we will receive it within 30 days, right?
[AGENT][NEUTRAL] Yes, we, we don't show the payment has cleared, so the check has not been cashed. So I can put in a request for the check to be reissued, and that takes about 30 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. It means it is not encouraged yet. And OK, thank you. And that will be all. May I have policy number, please?
[AGENT][NEUTRAL] Uh, the call reference number is my name is [PII].
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Uh, your name and followed by today date?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.