AccountId: 011433970860
ContactId: 3f8179a4-305c-4c67-877d-ce2b6b8dba54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201899 ms
Total Talk Time (AGENT): 88962 ms
Total Talk Time (CUSTOMER): 68317 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/3f8179a4-305c-4c67-877d-ce2b6b8dba54_20250210T17:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just looking for status of a payment if you can look for that.
[AGENT][NEUTRAL] Status of a claim or status of a payment, I'm sorry.
[CUSTOMER][NEUTRAL] Payment for a claim.
[AGENT][NEUTRAL] OK, um, your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It's 02465420 ML8.
[AGENT][POSITIVE] Uh, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII], my direct line.
[AGENT][NEUTRAL] OK, thank you. Let's see, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] For [PII] $906.
[AGENT][NEUTRAL] OK. And do you have the balance after primary insurance process the claim?
[CUSTOMER][NEUTRAL] Yes, 64 $64.11.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Holy Cross Medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like that amount was sent out. Uh, looks like it processed previously, and I'm assuming y'all didn't receive it, so it looks like it was for and reissued. Give me one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] And it looks like it was reissued [PII]. Have y'all not received it?
[CUSTOMER][NEUTRAL] No, we haven't, and I know one of my colleagues had called and got the check number. I wanted to make sure it's the correct one before I write it off as we just didn't receive it. Um, let me see, he noted check number 2021933.
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, we haven't received it yet. Is there a policy for how long we should wait?
[CUSTOMER][NEUTRAL] Before having like a check tracer done?
[AGENT][NEUTRAL] Uh, usually it's 30 days. So since it's passed that 30 days, I'll send a request, um, to verify if not have them board and reissued. And the address it was sent to, let me verify that with you. Give me one moment.
[AGENT][NEUTRAL] Was [PII].
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] OK, I'll send a request uh for verification. If it has not cleared, then they can board and reissue.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEGATIVE] No thank you that was all.
[AGENT][POSITIVE] OK, well I thank you so much for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye.