AccountId: 011433970860
ContactId: 63bac99b-7772-413e-a9fa-71f629b07d0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282739 ms
Total Talk Time (AGENT): 131478 ms
Total Talk Time (CUSTOMER): 82683 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/63bac99b-7772-413e-a9fa-71f629b07d0d_20250306T14:52_UTC.wav
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[AGENT][NEUTRAL] APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Doctor [PII]'s office about an outstanding claim.
[AGENT][NEUTRAL] Yes, [PII] can certainly help with the claim status. And what is that, uh, policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 715803
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII] uh yes, [PII] uh [PII].
[AGENT][NEUTRAL] Thank you, is there a callback number I can have in the event we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Appreciate that thank you. What is the data service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I had spoken to somebody um [PII] and they said that the claim was paid for $89 and gave me a check number for [PII], but um it's [PII] and we haven't received any checks so I was just seeing maybe did it get sent to the wrong address or did it get sent to the patient.
[AGENT][NEUTRAL] OK. Did you, you did say [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Through the [PII]. OK, thank you.
[AGENT][NEUTRAL] Check here.
[AGENT][NEUTRAL] OK, excuse me just one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, yes, the check was sent out for $89. Um this is for a date of service [PII]. Uh it was sent to uh [PII], um [PII]. Does that sound right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, that's, that is our address.
[AGENT][NEUTRAL] OK, so if you have not received it by this time, um, usually we have to assume that, that, uh, you know, that there's a problem with the check that it's, we're, what we're gonna do is we're gonna cancel this one and reissue it. Uh, I just need you to make sure that that's where it needs to go, um, that that is the right address and so what we're going to do, uh, what I'm going to do is I'm going to send in a request to have this check canceled and have the um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, check reissued. Now, is, is there any other address that you can think of that this might be going to or could go to or uh.
[CUSTOMER][NEUTRAL] So we used to be at [PII]. We moved 5 years ago. Um, we typically don't have any problems, but the only insurance company that still sends things to [PII] is Humana typically, um, but that's why I was double checking. I didn't know if y'all would have that old. I can't imagine y'all having that old address, um, but we've been at [PII] since [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. Well, it's, it could, there could be any number of reasons why you didn't receive this, but um I think what we need to do now is just uh assume that um this needs to be canceled uh and uh reissued. So as long as I have the correct address and it looks as though I do, I'm gonna go ahead and and uh do that uh today, um, [PII]. Now, is this the only uh only um problem that we have, the only uh uh outdated check that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's my only outstanding claim, yes ma'am.
[AGENT][NEUTRAL] OK, that's, thank goodness for that. OK, so I'm gonna go ahead and send this to, uh, yeah, I'm gonna go ahead and, and have this uh voided, that will happen today and then it will be reprocessed today and reissued. Um, so, yeah, we, we'll get that taken care of.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] OK, well, thank you very much for contacting ATL. There's nothing else I can help with. Have a very good morning.