AccountId: 011433970860
ContactId: 43fdfd83-eef1-4073-9f3b-b48b6ec59721
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399959 ms
Total Talk Time (AGENT): 229647 ms
Total Talk Time (CUSTOMER): 96657 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/43fdfd83-eef1-4073-9f3b-b48b6ec59721_20250103T14:41_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling uh about a a few claims that.
[CUSTOMER][NEUTRAL] We were missing a check, but I wanted to provide some information on that.
[AGENT][NEUTRAL] OK. Yes, I can help with that. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 792353
[AGENT][NEUTRAL] Thank you. And this is your policy?
[CUSTOMER][NEUTRAL] Uh, no, I'm with the provider.
[AGENT][NEUTRAL] OK, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Really, thank you. And what is that um insured's name and date of birth that we're looking for?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][POSITIVE] I appreciate that. While I'm looking at his record, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Try this again.
[AGENT][NEUTRAL] OK, and what date of service are we missing for [PII]?
[CUSTOMER][NEUTRAL] Uh, there are, I believe, 4 claims. Yes, 4 claims from [PII]. I called yesterday because we still hadn't received those checks, but they just came in this morning, so I wanted to see if that's been reissued like the stop void uh reissue request had been.
[CUSTOMER][NEUTRAL] Issued or not yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's it look like it. Let me just check.
[AGENT][NEUTRAL] Just a moment please. I'm just trying to see what we have here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It doesn't look like anything's been voided, um.
[AGENT][NEUTRAL] So, uh, let's see. Let me just check and make sure.
[CUSTOMER][NEUTRAL] OK, because I just spoke to a representative, she said she was gonna look into it and then um.
[CUSTOMER][NEUTRAL] Put in a request to have it reissued, so I was just hoping that it hadn't been reissued yet.
[AGENT][NEUTRAL] It doesn't look like it has been. Uh, OK, so we're, let's see, I see, OK, I see where the dates of service [PII]. OK, so it doesn't look like anything has been put in yet, um, to have those, uh, show that the claims, yeah, that, that nothing has been used or nothing has been sent in yet to have that, uh, stopped. So you have just received the claims, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're going to deposit the check. OK. Um, yes, if you would go ahead and do that, please, um, that's great. I do not show that we have tried to cancel the checks. So, uh, they are all still, um, uh, nothing has been voided. So, um, you can go ahead and cash those and there shouldn't be a problem, but nothing has been voided yet. Nothing is, there's not been a request yet to have it voided. They're probably going to do it this morning if you called yesterday, so.
[CUSTOMER][NEUTRAL] OK, um, and I don't have those with me at this location they're at the.
[CUSTOMER][NEUTRAL] The rendering office and I'm at the billing location so I wouldn't have the checks to deposit today um is there a way to put a note um not to cancel those since I won't be able to deposit them right away?
[AGENT][NEUTRAL] Yes, of course, I can do that. And it looks like the check number that we have here um is uh 2015926. That looks like that's.
[AGENT][NEUTRAL] Uh, so I will go ahead and uh put in a request to not have that, uh, um, canceled, and, uh, we should be fine. But yeah, I don't even show that there was anything. I'm not, and I'm looking through, I'm scrolling through our request here. I, I don't show that it has been requested yet, so that's fine. There shouldn't be a problem at all. I'll just that the, that the check should not be canceled, that uh, that you just received it in the mail and, and that there should not be a problem.
[CUSTOMER][POSITIVE] Great, and I do have um 3 other check numbers associated with that.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Now, is one of them, um, 2015925? Does that sound right?
[CUSTOMER][NEUTRAL] 5925, yes, that is one of them.
[AGENT][NEUTRAL] 57. OK, so let me just check and then just wanna.
[AGENT][NEUTRAL] We've got that one. Now the last one that I show.
[AGENT][NEUTRAL] 2015924. Does that sound right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So nothing has been done on that just yet.
[AGENT][NEUTRAL] I will go ahead and and and uh put in uh a note that um should they, should they request those to be canceled today, we won't do that because you have received the checks.
[CUSTOMER][NEUTRAL] OK and the last one is 2015923.
[AGENT][NEUTRAL] 5923. OK, OK, I see. Yeah, I see that now. OK, I'm gonna go ahead and and put that these do not need to be, um, I'm putting a note in our system now, uh, that these do not need to be uh canceled, and that you have received the checks and that they will be deposited uh by um uh sometime in, in the near future. I'll just sit in the near future, um.
[AGENT][NEUTRAL] If that's OK, because you, you said that it's not at your location and it'll probably be tomorrow. Did you say that it might be deposited?
[CUSTOMER][NEUTRAL] Uh, it'll probably be next week.
[AGENT][NEUTRAL] Probably, yeah, well, I figure, yeah, OK, so that'll be the [PII]. All right. So what I'm gonna do is I'm just gonna put that the checks have been received, um, do not.
[AGENT][NEUTRAL] Void, uh, and will be uh deposited, well, I'll just put the week of the [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Now, is this all that we're looking for? Do we have anything else that we need to make sure that you don't, you know, that we don't have a problem with?
[CUSTOMER][NEUTRAL] No ma'am, that would be it.
[AGENT][POSITIVE] OK, well thank you very much for contacting ATL and if you do have any other questions just let us know. But thank you for calling us. You have a very good day. Have a good weekend.