AccountId: 011433970860
ContactId: 54833d20-2fb4-4746-95d8-cdd30f0bc93e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320760 ms
Total Talk Time (AGENT): 121870 ms
Total Talk Time (CUSTOMER): 118391 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/54833d20-2fb4-4746-95d8-cdd30f0bc93e_20250110T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with University of Louisville Physicians. I am trying to track down a payment that you guys made to us back in [PII], and I was just wondering if you could give me some information about it.
[AGENT][NEUTRAL] OK, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what is, uh, what is, who are you with again?
[CUSTOMER][NEUTRAL] University of Louisville physicians.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And what is, um, what is the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02449754
[AGENT][NEUTRAL] And what's the name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is uh [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, thank you, [PII]. And [PII], what is, uh, do you have a claim number by any chance?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I do. Let's see here, it is 351-024-2.
[AGENT][NEUTRAL] OK. And how may I help you?
[CUSTOMER][NEGATIVE] Well, I received the EOB for the claim and it looks like you guys paid $183.87 which is the outstanding balance, but it looks like that was paid on [PII], and we have not received that.
[AGENT][NEUTRAL] And you have received, you, you received the explanation of benefits?
[CUSTOMER][NEUTRAL] So I was just wondering
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I had that faxed over to me back um let's see.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Yeah, on [PII] and then I sent that to our payment posting department and they come back and said they've searched all the lock boxes, all of the everything, and there's no check, uh, for this. So I was just wondering if you could tell me the address that was mailed to the bulk of mail, all of the necessary information for payment posting to try to find this.
[AGENT][NEUTRAL] OK, sure, I can help you with that. Well, let's see if, what if it's been cashed yet. Give me one minute.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] They show that it's outstanding.
[AGENT][NEUTRAL] Um, let me bring up and see where we mailed back to. Give me just a few minutes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We, um, we released the benefit check on [PII]. It is showing that it has not been cashed. It was mailed to, which is the address that's on the bill, to ULP Center for Advanced Rehab.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That is the correct address.
[CUSTOMER][NEUTRAL] OK, um, can you tell me the bulk amount of that check?
[AGENT][NEUTRAL] That check was $183.87.
[CUSTOMER][NEUTRAL] OK, so it's just do this one.
[CUSTOMER][NEUTRAL] Alright, let me see.
[CUSTOMER][NEUTRAL] They have a little list here that we're supposed to get answered um and it looks like I have got all of that information so if need be um can we put a stop payment on that check or a check tracer?
[AGENT][NEUTRAL] Um, we can put, put a stop payment and have them to reissue. Would you like for me to do that?
[CUSTOMER][NEUTRAL] Yes please I mean from September I feel like there's been enough time it got lost in the mail.
[AGENT][POSITIVE] Yes, yes, it probably did. Well, I'll get that reissued um to you. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Just the reference number if there is one.
[AGENT][NEUTRAL] Uh, you can just use today's date and my name is [PII].
[CUSTOMER][POSITIVE] Perfect perfect thank you so much sir you've been very helpful. I hope you.
[AGENT][POSITIVE] My pleasure, [PII]. You're welcome. You have a wonderful day and weekend and thank you for calling American Public Line.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.