AccountId: 011433970860
ContactId: 3ff0a4e5-0758-40f6-9d58-ecb6ea678164
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390779 ms
Total Talk Time (AGENT): 104584 ms
Total Talk Time (CUSTOMER): 70798 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/3ff0a4e5-0758-40f6-9d58-ecb6ea678164_20250428T13:10_UTC.wav
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[AGENT][NEUTRAL] Call APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I need to see if the check was ever reissued, please.
[AGENT][NEUTRAL] Sure, ma'am, but can I have a callback number and that policy number?
[CUSTOMER][NEUTRAL] [PII] and her policy number is 2536553.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] It was for.
[CUSTOMER][NEUTRAL] um sorry, [PII] of last year.
[AGENT][NEUTRAL] I'm not showing a claim on file for [PII]. Are you sure that's the correct date of service?
[CUSTOMER][NEUTRAL] I'm sorry, [PII] for $330.
[AGENT][NEUTRAL] So it looks like it was boarded.
[AGENT][NEUTRAL] And reissued [PII]?
[AGENT][NEUTRAL] I was born in [PII].
[CUSTOMER][NEUTRAL] Can you tell me what uh
[CUSTOMER][NEUTRAL] What address it went to?
[AGENT][NEUTRAL] Um, it shows that it went to [PII].
[CUSTOMER][NEUTRAL] It um
[CUSTOMER][NEUTRAL] It should, does it say [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, it says.
[AGENT][NEUTRAL] It says [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So did you guys send an updated W-9 or was this address listed on the claim?
[CUSTOMER][NEUTRAL] close
[CUSTOMER][NEUTRAL] That address was listed on the claim.
[AGENT][NEUTRAL] So let me look it up and verify so I could transfer you to the correct queue for them to assist you with this matter.
[AGENT][NEUTRAL] So on the claim in [PII] on the [PII], it says [PII] Fascia and [PII] Surgery [PII]. They used the wrong [PII]. OK.
[AGENT][NEUTRAL] So let me let them know that they used the wrong vendor.
[AGENT][NEUTRAL] So process this claim.
[AGENT][NEUTRAL] 025.
[AGENT][NEUTRAL] to be
[AGENT][NEUTRAL] Bear with me, I'm sending this over to the adjuster.
[CUSTOMER][POSITIVE] No, you're good. Thank you.
[AGENT][NEUTRAL] OK, so I've sent that information over to the adjuster for her to research and reprocess the claim. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Um, no, that'll be all. Thank you for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Mm bye-bye.
[AGENT][POSITIVE] Thanks. Goodbye.