AccountId: 011433970860
ContactId: 47a9c9b5-3de2-4919-9e7e-7db996fd069d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284920 ms
Total Talk Time (AGENT): 123643 ms
Total Talk Time (CUSTOMER): 88836 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/47a9c9b5-3de2-4919-9e7e-7db996fd069d_20250129T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Brandon dermatology. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good thank you I am calling in reference to a claim we submitted it is coming back as a duplicate but it's not.
[AGENT][NEUTRAL] OK, let's take a look.
[CUSTOMER][NEUTRAL] And I was hoping to get you to reprocess it for me.
[AGENT][NEUTRAL] Yeah, let's take a look. Uh, what's the policy number?
[CUSTOMER][NEUTRAL] It is 0236.
[CUSTOMER][NEUTRAL] 1585 M as in Mary, L as in Larry, the number 8.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up.
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And then what's the date of service we're looking at?
[CUSTOMER][NEUTRAL] Data services [PII].
[AGENT][NEUTRAL] All right. What we got here.
[AGENT][NEUTRAL] And then do we have a bill amount?
[CUSTOMER][NEUTRAL] The bill amount is, bear with me one second.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] 1938.
[AGENT][NEUTRAL] Do you have an amount after the primary by chance?
[CUSTOMER][NEUTRAL] Um, the balance is $65.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have a claim number?
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Just curious.
[CUSTOMER][NEUTRAL] The claim number is 354.
[CUSTOMER][NEUTRAL] 352 9.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see that one.
[AGENT][NEUTRAL] Alright, so there is another claim, um, which we received before that and a benefit payment was sent for $65. I can give you that claim number and all that info if you need that.
[CUSTOMER][NEUTRAL] So we don't have the check when was the check sent out?
[AGENT][NEUTRAL] Looks like the issue date was [PII]. Let me.
[CUSTOMER][NEGATIVE] We never received that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me just verify, so it was sent to Brandon Dermatology PA at [PII]. Is that accurate?
[CUSTOMER][NEUTRAL] Yes, that's accurate. I, I always get mail from you guys. I just didn't get this one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, OK, well what I can do then is um send a request over to void out this check and just reissue. Do you need this claim number EOB, anything like that?
[CUSTOMER][NEUTRAL] Um, yes, I would need the EOB.
[AGENT][POSITIVE] OK, I can absolutely send that to you. Do you have a fax number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, just to confirm that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, I will send this to you right now and go ahead and put in the request to reissue a new check to you guys.
[CUSTOMER][POSITIVE] OK, thank you very much. Can I get a, can I get a reference number for this call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, ma'am, absolutely. That's gonna be my name with my last initials in today's date. My name again is [PII]. Yeah, [PII], it's [PII]
[CUSTOMER][NEUTRAL] OK, tell me your name again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Last initial to my name is [PII].
[CUSTOMER][NEUTRAL] OK, and you said today's date.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you very much [PII].
[AGENT][POSITIVE] You're welcome. You have a blessed day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.