AccountId: 011433970860
ContactId: 3a0b8971-68d6-4ae1-afbf-4f6de43606b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366170 ms
Total Talk Time (AGENT): 154651 ms
Total Talk Time (CUSTOMER): 109299 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/3a0b8971-68d6-4ae1-afbf-4f6de43606b3_20250530T18:24_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, my name is [PII]. I'm calling from Sturdy Memorial Hospital, and I'm just calling back because, um, on a certain claim that was supposed to receive a payment on, we never received it, so I'm seeing what we can do about that.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, it's [PII].
[AGENT][NEUTRAL] And you were needing to check claim status and payment?
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][POSITIVE] Uh, it would be my pleasure to assist you. What is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Um, sure, let me just get that card up. So the policy number I have is.
[CUSTOMER][NEUTRAL] Um, it's 024754.
[CUSTOMER][NEUTRAL] 78 ML 7
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh yep, sure. So the patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And it would be my pleasure to check that claim status for you. What is the date of service, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, um, so the date of service is [PII].
[AGENT][NEUTRAL] And what was the bill amount?
[CUSTOMER][NEUTRAL] Sure, um, billed amount, sorry, I'm just trying to get the card down, um, the, so the bill, the bill amount I have is $399.29.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] Yep, it's 30 Memorial Hospital.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm showing that we did receive that back in December, the claim, it was processed on [PII] and paid uh with a check in the amount of 354.97 tourdy Memorial Hospital.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me just check that for you.
[CUSTOMER][POSITIVE] Yes, yep.
[AGENT][NEUTRAL] It went to [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] That is correct, yep, and I guess the check number that the other rep told me was 2018529.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And when I checked with our cashier's office, they did not have that payment on file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one second. What I'm going to do is to submit a request for our finance department to review that. If it is not cleared on our side, we'll get that check, um, voided and reissued.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's not a problem. Do you want the claim number or do you have that?
[CUSTOMER][NEUTRAL] Actually I don't, I don't think I wrote down the claim number, so if I could get that too while I'm at it.
[AGENT][NEUTRAL] Sure. The claim number is
[AGENT][NEUTRAL] 35416.
[AGENT][NEUTRAL] 57.
[AGENT][NEUTRAL] And if you will give me just one quick second to submit that request that way you know it's done.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I know it's done too
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yeah my pleasure. Give me just one quick moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I thought it would be quicker than that. I apologize. My computer's just like slowing down, so bear with me.
[CUSTOMER][POSITIVE] No worries. Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] All right, I have got that request issued to our finance department.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] Um, normally that comes back in just a day or two if we have authorization to, um, completely void the check and reissue and then it would take a day or two for our claims department to get that taken care of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I would give it about 1 week or 1 week and a half.
[AGENT][NEUTRAL] Probably sooner than that, but just in case.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] If you wanna call back, we'll be happy to check on it for you.
[CUSTOMER][POSITIVE] OK, no problem, um.
[CUSTOMER][POSITIVE] Awesome, thank you. Can I just actually have a reference number for today too just so I can note that.
[AGENT][POSITIVE] Absolutely, the reference number is my name and today's date.
[CUSTOMER][NEUTRAL] And it was [PII], right?
[AGENT][NEUTRAL] That's right. [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much for your time.
[AGENT][POSITIVE] Well [PII], it's been a pleasure to assist you today with that claim status and check verification. Thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.