AccountId: 011433970860
ContactId: 4cab44e9-49ad-403e-b0a2-513596250e25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473529 ms
Total Talk Time (AGENT): 215122 ms
Total Talk Time (CUSTOMER): 125224 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/4cab44e9-49ad-403e-b0a2-513596250e25_20250128T15:26_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] from University of Miami to check on a claim status.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, sir. It's uh 02140855 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Member name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's uh [PII] and the total bill amount is uh $613 even.
[AGENT][NEUTRAL] 6:15. OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] 6:13, 13.
[AGENT][POSITIVE] Got it, yes, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I'm sorry, [PII], what was the name of the uh provider's office that you're with?
[CUSTOMER][NEUTRAL] University of Miami.
[AGENT][NEUTRAL] OK, I do have a claim for the state of service, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, was the amount um.
[AGENT][NEUTRAL] After major medical paid, was that 3301 and 6 cents?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] On just a minute, let me check.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, 301.06.
[AGENT][NEUTRAL] OK, got it. Alright, thank you for verifying that. Uh, so I did, we did receive this claim and we did pay that benefit of $301.06. Uh, if you'll give me one moment, I will get that claim information to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Did you need the claim number first?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, that claim number is 3541308.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And then let me get that check number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Sorry, my system's kind of freezing up a little bit. Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Are you still there, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, I do have that check number I apologize I might need to give you a call back um as my system just completely froze. I can go ahead and give you that check number though let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, um, it is 201.
[AGENT][NEUTRAL] 8504.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I think it just fixed itself, sorry. OK, give me just a moment let me get that up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm showing that this check was issued [PII].
[AGENT][NEUTRAL] And I am showing that it has not yet cleared. I can verify that address let me know when you're ready.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, the address we have is [PII].
[AGENT][NEUTRAL] And that's [PII], is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. Yes, correct address. And may I know the claim receive date and process date?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] Alright, so this claim was received [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You're cutting off. Uh, I can't hear your voice.
[AGENT][NEUTRAL] Oh, I'm so sorry, um, it was received [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] OK. And the allowed unpaid amount is $301.06.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And uh you said the check is not yet clear, right?
[AGENT][NEUTRAL] Yes, um, and as it has been passed, uh, we have a 30 day window before we're able to reissue that and of course it is well past that, uh, so I can get this check voided and reissued.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. I reissue the check.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much. And may I know this is a single check or a bulk check?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] And is a single track.
[CUSTOMER][NEUTRAL] OK. Just uh give me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and may I know why this check is not yet cleared?
[AGENT][NEUTRAL] Um, I'm not sure why it hasn't cleared. Um, I don't know if maybe y'all didn't receive it or it got lost or something like that. Um, that's just what I'm showing. Um, do you have record of receiving that payment?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] You do OK.
[AGENT][NEUTRAL] Uh, can you verify that that check has been cleared?
[CUSTOMER][NEUTRAL] Uh, no, I'm sorry. I'm not having that check in front of me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh OK OK so yeah that's what I'm going to go ahead and um reach out to verify uh the status of this check uh and then of course if that is correct that it has not yet cleared uh we will get that reissued to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. And uh may I know the turnaround time?
[AGENT][NEUTRAL] Um, I couldn't give you an accurate turnaround time. Um, typically we should be able to get that once they review the status and get that reissued, um, maybe a week before that check is reissued again.
[CUSTOMER][NEUTRAL] OK. And could you please spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you so much. May I know the conference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date and some uh my last initial was uh [PII] and then was there anything else I could help you with?
[CUSTOMER][POSITIVE] Um, no, I, uh, that's all for today and thank you so much for your kind assistance and have a great day. Bye-bye.
[AGENT][POSITIVE] Alright, yes, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.