AccountId: 011433970860
ContactId: 5966d84b-d3c6-44e2-a31a-259a4d94983c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410619 ms
Total Talk Time (AGENT): 138575 ms
Total Talk Time (CUSTOMER): 106824 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/5966d84b-d3c6-44e2-a31a-259a4d94983c_20250609T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I want to check on the payment details. Will be able to help me with that?
[AGENT][NEUTRAL] Um, yes, I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII], initial [PII]. Callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure. It is 020.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 217
[CUSTOMER][NEUTRAL] 78
[CUSTOMER][NEUTRAL] M like Mary, L like Lima, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], [PII] is the date of birth.
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] for $678 even.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] You said that was for [PII] and the bill charges are $678?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yes, we received that claim on [PII].
[AGENT][NEUTRAL] The claim processed also on [PII].
[AGENT][NEUTRAL] The claim number is 3599325.
[AGENT][NEUTRAL] And the claim paid out for $309.37. It was a single check, and I have the check number here.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, what it is.
[AGENT][NEUTRAL] The check number is 2043509.
[CUSTOMER][NEUTRAL] OK, may I know the issue date for the check?
[AGENT][NEUTRAL] It was issued on [PII].
[CUSTOMER][NEUTRAL] OK. So may I know the pay to address uh for this one because uh
[CUSTOMER][NEUTRAL] Is this claim reissued by any chance?
[AGENT][NEUTRAL] Well, I'm showing, yes, it was issued uh um first without the EOB and the claim was resubmitted with the EOB and that's what paid under this claim.
[AGENT][NEUTRAL] And I'm showing that the payment.
[CUSTOMER][NEUTRAL] OK. What is the pay to address on file?
[AGENT][NEUTRAL] So it was paid to the address on the claim, Emergency Medicine Services of Florida LLC [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] As I can see that the pay to address is incorrect, uh, uh, will be able to reissue it to the correct address.
[AGENT][NEUTRAL] And what's the correct address? Let's see if we have it on file.
[CUSTOMER][NEUTRAL] So the correct address should be [PII]. And uh I just need to include one more thing that one of my representatives had communicated on [PII] stating that the check needs to be reissued and the representative agreed for the same. Can you please check with that information?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. Yes, sir. I do show where um
[AGENT][NEUTRAL] A request was sent for it to be reissued.
[AGENT][NEUTRAL] But it's still pending.
[AGENT][NEUTRAL] Yes, it was sent on [PII]. It's still pending.
[CUSTOMER][NEUTRAL] So the pay to address which I had verified was sent to that address.
[AGENT][NEUTRAL] Right. It was sent to the um the address uh [PII], but I do show a request where it was requested to be sent to the [PII] and that is actually still pending.
[CUSTOMER][NEUTRAL] Mhm. OK. What is the expected turnaround time for that, uh, reissue request?
[AGENT][NEUTRAL] Um, 1 to 2 months.
[AGENT][NEUTRAL] And I'm showing so far it's been a month.
[CUSTOMER][NEUTRAL] OK, give me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. May I know the call reference number for today?
[AGENT][NEUTRAL] Um, yes, the call reference number is my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much for asking and have a wonderful day ahead. Bye bye for now.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL bye.