AccountId: 011433970860
ContactId: 4e727f8f-6614-457e-a13a-172f87137bb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545049 ms
Total Talk Time (AGENT): 146499 ms
Total Talk Time (CUSTOMER): 187303 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/4e727f8f-6614-457e-a13a-172f87137bb7_20241230T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes [PII], I have called several times on a particular claim that they keep saying has already been processed and every time I call they're like oh OK we'll reprocess a check we'll stop payment and reprocess it a check because we never received this check. May I please give you a reference number and you pulled this up that's how they pulled it up last time.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Yeah absolutely um what is that number you have?
[CUSTOMER][NEUTRAL] 02441999
[AGENT][NEUTRAL] OK let me take a look here.
[AGENT][NEUTRAL] Alright, and you're calling from the provider's office correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Is the provider a Rodney A French?
[CUSTOMER][NEUTRAL] No, this is Doctor [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So is that the reference that they had given you for like the voided check?
[CUSTOMER][NEUTRAL] That's just the reference number that I gave them to check the status and they pulled it up and they said that they were going to.
[CUSTOMER][NEGATIVE] Um, voided check and reissue it. Well, I just received another EOB.
[CUSTOMER][NEUTRAL] And it just stated again please check your records for the data service that this claim is a duplicate. I know it's a duplicate.
[CUSTOMER][NEUTRAL] Whoever did it didn't, they reprocessed it but they just reprocessed it like a claim.
[CUSTOMER][NEUTRAL] I need the claim like.
[CUSTOMER][NEUTRAL] Replacement check or something we didn't receive a check for it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got a claim number as well if you'd rather that.
[AGENT][NEUTRAL] Yeah, what's the claim number?
[CUSTOMER][NEUTRAL] Claim number is 353-7281.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there's another claim number where they reprocessed it.
[CUSTOMER][NEUTRAL] And it's for [PII].
[AGENT][NEUTRAL] OK, I see that here.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name? My name is [PII].
[AGENT][NEUTRAL] My, my name is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] No problem, [PII]. All right, let's see.
[AGENT][NEUTRAL] Data service was 9-1824.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I see this claim.
[AGENT][NEUTRAL] Processed as a do. OK, let me go back to this.
[AGENT][NEUTRAL] All right, let me see if I can find the.
[AGENT][NEUTRAL] Void request for this. Give me just a second.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Well versus
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And there's uh
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] No, you're totally fine.
[CUSTOMER][NEUTRAL] like that
[CUSTOMER][NEUTRAL] And do you have a, would your uh reference number generate at the end or do you have one right now?
[AGENT][NEUTRAL] Um, call references are always our names with the last initial to our name and then just today's date, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And the last initial to my name is [PII] and then you can just put today's date.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Do you know what the last date was when you had spoken to somebody about voiding out the check?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, hold on, just let me look back.
[CUSTOMER][NEUTRAL] Hold on just a moment.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I wrote it on the [PII] hold on.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], OK.
[CUSTOMER][NEUTRAL] And then on [PII] is when.
[CUSTOMER][NEUTRAL] We got the other EIB.
[CUSTOMER][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] And if they just reprocessed it without stopping payment if we could just go ahead and get that stop payment done and another check issued.
[AGENT][NEUTRAL] Yeah, I just, I'm I'm confused. I'm sorry [PII] because I'm just like I don't see any notes and I was trying to find the request I'm just not finding anything but we can definitely void the check because on our end it's.
[CUSTOMER][NEGATIVE] Yeah, if you could do that because it maybe it was a misunderstood standing and they just reprocessed the claim, but that I knew, but I knew that wouldn't do any good because it's already been paid.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, OK. So just to confirm, uh, the check payee goes to [PII] and we have it being sent to [PII].
[CUSTOMER][POSITIVE] Yes, correct, mhm.
[AGENT][NEUTRAL] OK, I just wanna make sure that that's correct. OK, so I will put in, I have to send a request over they have to just verify check is outstanding, of course, um, and then, yeah.
[CUSTOMER][NEUTRAL] Oh yes, that's fine and if you have any questions our our number is [PII].
[CUSTOMER][NEUTRAL] If for some weird reason it went to the patient or something like that just let us know I'm just, I just don't want to refile it in the I need to notate it in the system so the system doesn't just keep refiling it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I got you OK well I am going to uh send this request now and it shouldn't take uh more than a few days for it to be voided out and then reissued and sent out to you guys.
[CUSTOMER][POSITIVE] OK, well thank you so very much [PII] have a good New Year.
[AGENT][POSITIVE] You're welcome, [PII]. You too. Bye bye.
[CUSTOMER][NEUTRAL] OK, bye bye.