AccountId: 011433970860
ContactId: 5d127083-eef4-4381-a67e-cdffbaac7abb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 581010 ms
Total Talk Time (AGENT): 165020 ms
Total Talk Time (CUSTOMER): 159094 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/5d127083-eef4-4381-a67e-cdffbaac7abb_20250324T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on a claim status.
[AGENT][NEUTRAL] OK. And I'm
[CUSTOMER][NEUTRAL] Also this call has been recorded for quality training purposes. Are you OK with that?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] It's not spelled as [PII]. Initial to my last name would be [PII]. Also, can you spell out your name for me?
[AGENT][NEUTRAL] Um, it's [PII]. Um, that is [PII].
[AGENT][NEUTRAL] [PII]. Last [PII] is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] Now what is a good number for you?
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you were wanting to verify uh claim status or benefits. I'm sorry.
[CUSTOMER][NEUTRAL] Its claims.
[AGENT][NEUTRAL] Claims, OK.
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It would be 023.
[CUSTOMER][NEUTRAL] 696-05 [PII].
[AGENT][NEUTRAL] And what is that patient name?
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the date of service?
[CUSTOMER][NEUTRAL] Yeah, I do have it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the billed amount?
[CUSTOMER][NEUTRAL] It would be $500 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh
[AGENT][NEUTRAL] Let me pull this up. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like.
[AGENT][NEUTRAL] Um, that was processed and we made a payment of $50.
[AGENT][NEUTRAL] That was on
[AGENT][NEUTRAL] Mm, hold on a second.
[AGENT][NEUTRAL] OK that was received on.
[AGENT][NEUTRAL] [PII] paid on [PII].
[CUSTOMER][NEUTRAL] Actually we didn't received any payment yet.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, uh, this claim was sent back for um escalation to the payment team on [PII].
[CUSTOMER][NEUTRAL] By the previous representative.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you see where they sent that.
[AGENT][NEUTRAL] See if it was cleared.
[AGENT][NEUTRAL] Um, let me see if the check is cleared. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you verify what address the check should be mailed to?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Actually I don't have that.
[AGENT][NEUTRAL] OK, um.
[AGENT][POSITIVE] Yeah I still show it's outstanding um let me see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I mean we can do another.
[AGENT][NEUTRAL] Or research of void and reissue. I'm not sure what happened, but the mailing address would be helpful to know what to make sure we have the right one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So do you want me to go ahead and.
[AGENT][NEUTRAL] See if we can void and reissue or do you want us.
[AGENT][NEUTRAL] See if you can check on the mailing address.
[AGENT][NEGATIVE] I just don't want it to mail to the wrong place.
[CUSTOMER][NEUTRAL] Uh, do you have the previous interest on
[CUSTOMER][NEUTRAL] Do you have that uh mailing address so I can re-verify that.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Well, we would, you're if you submitted it, we would want you just to tell us the address we don't typically we don't give out addresses so.
[AGENT][NEUTRAL] You tell us and then we verify.
[CUSTOMER][NEUTRAL] OK. OK, sure. Just give me a moment.
[AGENT][NEUTRAL] That makes sense.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I can do that, yeah.
[CUSTOMER][NEUTRAL] Uh, is it [PII]?
[AGENT][NEUTRAL] Um, no, we mailed it to a different address. So is that the right one? Is that the one that we should reissue it to?
[CUSTOMER][NEUTRAL] Just give me a moment. I just, because I do have two mailing addresses on which you can make a payment, so that's why I just need to verify the other one as well. Yeah, just give me a moment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And the next mailing address would be [PII]. Is that right?
[AGENT][POSITIVE] Yes, that's right. That's what we have.
[CUSTOMER][NEUTRAL] OK, yeah, so the address is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, so I, I don't know why it didn't, um, reissue yet, but, um, I can send this over again as an urgent request so we can get this taken care of faster.
[CUSTOMER][POSITIVE] OK, sure. No problem. Thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] And do you have any idea, uh, do you have any idea how much time it will take?
[AGENT][NEUTRAL] It should only take about 5 to 7 business days.
[CUSTOMER][NEUTRAL] 5 to 7.
[CUSTOMER][NEUTRAL] Business days OK.
[CUSTOMER][NEUTRAL] OK, sure. Thank you. Uh yeah, can you help me with the call reference number?
[AGENT][NEUTRAL] Yeah, so the call reference number is my name, [PII] and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII], for your help. Hope you have a wonderful day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, thank you for calling APL. You too.
[CUSTOMER][POSITIVE] Bye bye take care.
[AGENT][NEUTRAL] Mm bye.