AccountId: 011433970860
ContactId: 6146256e-6614-427c-8a29-e74c185b090c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471739 ms
Total Talk Time (AGENT): 162426 ms
Total Talk Time (CUSTOMER): 166997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/6146256e-6614-427c-8a29-e74c185b090c_20250618T18:36_UTC.wav
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[AGENT][NEUTRAL] For calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. Last name is [PII], and today I'm here to check the claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. um can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] OK thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy ID number is 153.
[CUSTOMER][NEUTRAL] 9960, M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, that would be [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, I apologize, [PII]. I think I might have misheard that policy number. Would you mind repeating that for me?
[CUSTOMER][POSITIVE] Yes, yes, just give me.
[CUSTOMER][NEUTRAL] I just provided you just give me.
[AGENT][POSITIVE] Thank you I appreciate it.
[CUSTOMER][NEUTRAL] Oh sorry, the date of birth is [PII] and the patient policy ID number is 1,539,960 M Mary L Lima number 8.
[CUSTOMER][NEUTRAL] Did you get that?
[AGENT][NEUTRAL] Yes, um, what I'm sorry, would you mind repeating the member's name again?
[CUSTOMER][NEUTRAL] Yeah, the member's name is [PII], [PII], date of birth.
[AGENT][POSITIVE] OK thank you so much for repeating all of that I was able to find it um what was the date of service for this claim please?
[CUSTOMER][NEUTRAL] Yes, uh, the date of service of the claim is.
[CUSTOMER][NEUTRAL] [PII], that would be 127 of $2025 for $277 even.
[AGENT][NEUTRAL] OK, that was 127 of $2025 for $277?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] This
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the clay was made as a paper.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So he tried to
[AGENT][NEUTRAL] OK, um, do you have the tax ID for this provider, [PII]?
[CUSTOMER][NEUTRAL] Yeah, the tax ID number is, just give me a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, so I did find a claim for the state of service, uh, from this provider. It was for the amount of $100 even. Is that the amount after major medical paid?
[CUSTOMER][POSITIVE] Yes, yes, yes, yes.
[AGENT][POSITIVE] OK awesome alrighty so we did pay that benefit of $100 whenever you're ready I can go ahead and give you that claim number and then that check information.
[CUSTOMER][NEUTRAL] Yes, please. OK.
[AGENT][NEUTRAL] OK, that claim number is 36.
[AGENT][NEUTRAL] 10.
[AGENT][NEUTRAL] 281.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, this claim was received on [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[AGENT][NEUTRAL] And then are you ready for that uh check number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that is 20.
[AGENT][NEUTRAL] 48.
[AGENT][NEUTRAL] 876.
[CUSTOMER][NEUTRAL] Uh, sorry, sorry, uh 204-886 then.
[AGENT][NEUTRAL] Uh, it was 876.
[CUSTOMER][NEUTRAL] 876.
[CUSTOMER][NEUTRAL] 204-887-6, right?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, the
[CUSTOMER][NEUTRAL] Is it a finger check or bulk?
[AGENT][NEUTRAL] A single check
[CUSTOMER][NEUTRAL] Single chair.
[CUSTOMER][NEUTRAL] And it was issued on.
[AGENT][NEGATIVE] Uh, this check was issued on [PII], and I am showing it has not cleared.
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] And can you provide me the mailing address where this check was made?
[AGENT][NEUTRAL] Yes, uh, that was.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] OK, can you repeat again?
[AGENT][NEUTRAL] Oh sure, uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And do you have any pay to address on the file for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm OK, wait, um, was this an incorrect address that we sent this to?
[CUSTOMER][NEUTRAL] This is the address of the provider.
[CUSTOMER][NEUTRAL] Please give me a second.
[AGENT][NEUTRAL] OK, so does this need to be sent to a different address then?
[CUSTOMER][NEUTRAL] Uh, can you just give me a second? I just
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It was not 38 yet. That's not a problem. That's um because they had recently issued a check for this payment. Yeah, yeah, we will wait.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not issue. uh.
[AGENT][POSITIVE] No worries, um, if you haven't received the check after 30 days of the issue date, then give us a call back and we'll be able to get it voided and reissued to you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, yes, sir.
[CUSTOMER][NEUTRAL] Yes, yes, yes, uh, not a problem. It, uh, can you check one thing for this provider? Is this provider authorized for EFT payment?
[CUSTOMER][NEUTRAL] Or just a check payment.
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] Could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, is this provider is, uh, uh, is this provider is active for the EFT or just a check?
[AGENT][NEUTRAL] It's just a check.
[CUSTOMER][POSITIVE] Not a problem. Can you spell your good name?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][POSITIVE] [PII] Thank you. And the reference number for today sir?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date, um, so my last initial is [PII]
[AGENT][NEUTRAL] So is there anything else I could help you with?
[CUSTOMER][POSITIVE] Not a problem. Thank you.
[CUSTOMER][POSITIVE] No, no, that's OK. Thank you, thank you, bye. Have a nice one.
[AGENT][POSITIVE] Of course. You too. Thank you. Bye-bye.