AccountId: 011433970860
ContactId: 45490618-25d7-44e4-9a9e-de29077eeb83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270779 ms
Total Talk Time (AGENT): 122144 ms
Total Talk Time (CUSTOMER): 67281 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/45490618-25d7-44e4-9a9e-de29077eeb83_20250225T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to follow up on a claim.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] with no extension.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 616-557.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] Is $255.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's this for is it um SR Mansfield LLC?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we did receive this claim. I was like we paid a benefit of $65.
[CUSTOMER][NEUTRAL] OK, and when was that check sent?
[AGENT][NEUTRAL] Let me just a moment, let me check that. Did you need that claim number first?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, no, not necessarily.
[AGENT][NEUTRAL] OK, let me get that check information.
[AGENT][NEUTRAL] OK, uh, so that check was issued [PII], and I am showing that it has not yet cleared, so I can go ahead and get that voided and reissued. Um, let me verify the address that was sent to whenever you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, we have [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK awesome I will get this check voided and reissued to y'all.
[CUSTOMER][NEUTRAL] OK, I have one more claim that probably is gonna need the same check reissued to me.
[AGENT][NEUTRAL] OK, is this for the same member or a different?
[CUSTOMER][NEUTRAL] It's a it's a different patient.
[AGENT][NEUTRAL] OK, um, you can go ahead with that policy number.
[CUSTOMER][NEUTRAL] OK, it's 718-156.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK and then what was uh the name and date of birth for this member?
[CUSTOMER][NEUTRAL] Is [PII] is the first name, last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect thank you and then what was the date of service for this one?
[CUSTOMER][NEUTRAL] Is [PII] and billed amount was 185.
[AGENT][NEUTRAL] 25. OK, thank you one moment.
[AGENT][NEUTRAL] OK, yes, so this one we paid a benefit of $90 and let me check to see when this check was issued.
[AGENT][NEGATIVE] OK, yep, this one looks identical, um, this one was also issued [PII] and has not yet cleared um same address so I will get both of these voided and reissued.
[CUSTOMER][POSITIVE] OK, perfect. And how long does that normally take?
[AGENT][NEUTRAL] Um, it could take a few business days for it to process and be resent out, um, so it shouldn't take too awful long for you.
[CUSTOMER][POSITIVE] OK perfect well thank you so much for your help.
[AGENT][POSITIVE] You are very welcome. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.