AccountId: 011433970860
ContactId: 58962a34-c116-407d-b340-3c77ea812717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365339 ms
Total Talk Time (AGENT): 91776 ms
Total Talk Time (CUSTOMER): 231526 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/58962a34-c116-407d-b340-3c77ea812717_20250506T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. Last name to my initial is [PII]. I'm calling from the Mercy Clinic provider's office to check on a claim status. Could you please help me with that?
[AGENT][NEUTRAL] Mhm, I can help you. Can you spell your first name for me?
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII]. And uh could you please also spell your name?
[AGENT][NEUTRAL] Mhm. [PII]
[CUSTOMER][POSITIVE] OK, [PII], it's OK, perfect.
[AGENT][NEUTRAL] Mhm and the policy number?
[CUSTOMER][NEUTRAL] Oh yeah, it's gonna be 02462882.
[AGENT][NEUTRAL] Mhm and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII]. It's a direct line. There is no extension, [PII]. Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth?
[CUSTOMER][NEUTRAL] My name is [PII]. Date of birth is on [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that information and what's the date of service in charge for the claim?
[CUSTOMER][NEUTRAL] [PII] and the total charge amount is $287 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Now we're checking claim status for [PII] for 287.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] Yeah, yeah, sure, [PII]. And uh previously I did made a call and then I, I, I did connected with the representative [PII], and but but I totally forgot to reissue the check since it went to an incorrect address. The payment has been went to incorrect address.
[CUSTOMER][NEUTRAL] So I'm, oh yeah, yeah, yes, yes.
[AGENT][NEUTRAL] So you've already received the claim status.
[AGENT][NEUTRAL] And you're calling back to request that we verify if it's cleared the bank?
[CUSTOMER][NEUTRAL] Yes. Mhm. Yeah. Uh, she, she said the check is outstanding. It is showing outstanding, not yet cleared yet. And uh when I checked the address, the pay to address, it is incorrect one. So I need the tax ID of APO insurance so that we could update the W-9 form and also reissue the check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, what's your, what is the, uh, billing address on the claim?
[CUSTOMER][NEUTRAL] Oh, on the claim, uh, are you asking for the correct address?
[AGENT][NEUTRAL] The provider's billing address.
[CUSTOMER][NEUTRAL] Oh, the provider's billing address. Oh yeah, sure. It's gonna be just a moment. Let me check that here.
[CUSTOMER][POSITIVE] OK. Thank you so much for waiting, [PII]. It's gonna be Mercy Clinic Orthopedics East.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], and the zip code is [PII].
[AGENT][NEUTRAL] Is there a suite?
[CUSTOMER][NEUTRAL] Mhm. Uh, street, they have been, no, no, there is no street.
[AGENT][NEUTRAL] OK, on the claim I'm showing [PII], and that is the address that it was mailed to?
[AGENT][NEUTRAL] So we have the correct address you just haven't received it so we can verify um we still have to verify officially if it's cleared, if not, um, they will void that check and then reissue a new one, but the address we have is what you verified.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I show a suite.
[CUSTOMER][NEUTRAL] OK, um, the
[CUSTOMER][NEUTRAL] Yeah, um, thank you so much, So. The thing is, uh, we did updated the incorrect pay to address on the claim form. So I, I just provided that information. I think this is the incorrect. Let me connect with my supervisor and get the exact correct pay to address. Just a moment. Because um we, the address which we updated this itself a wrong one, that's why the check is still outstanding. So just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you so much for waiting, [PII]. I, I did verify with the supervisor, so they just said till now this information is enough. So thank you, thank you so much for providing that information and um to reissue the check, what if there's any procedures or else do we need to submit the W-9 form first?
[AGENT][NEUTRAL] OK, I didn't understand what you said previously. Did you say that the [PII] address is correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, mhm, OK, oh, no, no problem, [PII]. Uh, we, we can like, may I have the tracing number for this payment?
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] We, it's internal. We'll have to verify whether it's cleared. If not, we'll go ahead and get the check reissued to the address that's on the claim, so there's no trace number on it. You'll just have to call us back, allow at least 5 to 7 business days.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, OK, perfect, I got it, [PII], thank you so much and may I have the callence number now?
[AGENT][NEUTRAL] My name and today's date, [PII]. And any other questions for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, all good. Perfect. Thank you. Thank you so much for assisting me, [PII]. Have a great day.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah bye bye.