AccountId: 011433970860
ContactId: 486bce54-3d9a-415f-b817-93dfc1b9bb9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 680460 ms
Total Talk Time (AGENT): 229803 ms
Total Talk Time (CUSTOMER): 129121 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/486bce54-3d9a-415f-b817-93dfc1b9bb9c_20250307T16:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, sir. My name is [PII] calling you from provider's office checking on claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] it's a direct line.
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from, Mr. [PII]?
[CUSTOMER][NEUTRAL] Holy Cross Medical Group.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01066783
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII]. Total charge $459 even.
[AGENT][NEUTRAL] OK. [PII] for 459.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me check and see if this is your claim, bear with me.
[AGENT][NEUTRAL] Mr. [PII], for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And we did process this claim on [PII].
[AGENT][NEUTRAL] And we send a benefit amount of $25 which cheapest maximum for the date of service for the office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the mode of payment?
[AGENT][NEUTRAL] It's a check, it's a single check, a paper check?
[CUSTOMER][NEUTRAL] OK, and when was the check issue done?
[AGENT][NEUTRAL] On the same date as was processed, [PII].
[CUSTOMER][NEUTRAL] OK. And uh can you please verify me the pay to address?
[AGENT][NEUTRAL] Mhm. Sure, bear with me, let me pull that information.
[AGENT][NEUTRAL] Alright, it was sent to [PII].
[CUSTOMER][NEUTRAL] OK. And when was the check cleared on?
[AGENT][NEUTRAL] It has not cleared just yet.
[CUSTOMER][NEUTRAL] OK. Uh, can you please, uh, do a check address?
[AGENT][NEUTRAL] The only thing we can do is do a stop payment. You want me to do a stop payment or you want to wait a little bit longer?
[CUSTOMER][NEUTRAL] Uh, uh, no, I'm requesting you to request for the check tracer to know whether the check has been in in the bank account or it has been cashed.
[AGENT][NEUTRAL] Let me see how we do that because um.
[AGENT][NEUTRAL] One moment, we don't dots. We just cancel and we should, um, do you mind holding for me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. OK, if it's still showing outstanding in our system, it means it has not been cashed yet.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So, uh.
[CUSTOMER][NEUTRAL] It has been not get cashed. OK, can you please reissue a new check?
[AGENT][NEUTRAL] So you want me to cancel it any issue? You don't want to give it a little bit more time?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so how many more days we need to allow for this one?
[AGENT][NEUTRAL] OK, um, let me check and see exactly what day it went out. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so basically it went out on the [PII], um.
[AGENT][NEUTRAL] By mail, by regular mail. So I would say if they got it like probably on the last of the month on the [PII] or the [PII] probably, and then the process, it really depends on what kind of company is it and how fast they put in their checks to be cash. Um, so I'm not sure if you wanna give it a little bit more or you just want us to cancel. But once we cancel it it's just gonna return back, OK? So I just need to let you know.
[CUSTOMER][NEUTRAL] OK. So, uh, uh, we will allow more time for this one to get processed. OK. And can I get the claim number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, the claim number is 3560082.
[CUSTOMER][NEUTRAL] OK, sure. And uh can we check for the last number?
[AGENT][NEUTRAL] OK, let me, do you, do you need any other information on this one or we're done with this one so I can finalize the note?
[CUSTOMER][NEUTRAL] Uh, we, we are done with this patient. We'll move for the next number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, let me finalize the note on this one, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's the next policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 2,497,490.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII]. Total charge $349 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me look at this ERP. One moment.
[AGENT][NEUTRAL] OK, so it looks like we processed this one on [PII] as well. And um we send a benefit amount of $10 on this one. the reason we only send $10 is because let's see, it looks like most of it was paid by the fully paid by the major medical, so that is the $10 that was left and we paid that $10.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh may I know the mode of payment for this one?
[AGENT][NEUTRAL] It's a single check paper check?
[CUSTOMER][NEUTRAL] $10. OK, can I get that check number?
[AGENT][NEUTRAL] Yes, and that is 202-6308.
[CUSTOMER][NEUTRAL] OK, can I get the claim number?
[AGENT][NEUTRAL] Yes, 356-0087.
[CUSTOMER][NEUTRAL] OK. And uh can you verify me the checkpa address?
[AGENT][POSITIVE] It's the same address, [PII], and it's still outstanding, so it's the same as the other one. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, sure. And may I have your name spelled, please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] OK, sure. It was great speaking with you. Uh have a good day. Bye-bye.
[AGENT][POSITIVE] You as well, Mr. [PII], and thank you for calling APM. Bye-bye.