AccountId: 011433970860
ContactId: 64d15f9d-e80a-4d79-8a3f-efb90aec6d89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 920080 ms
Total Talk Time (AGENT): 223857 ms
Total Talk Time (CUSTOMER): 178883 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/64d15f9d-e80a-4d79-8a3f-efb90aec6d89_20250213T18:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling on behalf of a provider to get a claim service information. Can I have the initial for your last name?
[AGENT][NEUTRAL] Yes, it's [PII] And can I get you to spell your name for me, please, sir?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. It's spells like [PII]
[AGENT][POSITIVE] OK, [PII]. Thank you so much for spelling that for me. Um, can I get your callback number too, sir?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's the direct line.
[AGENT][POSITIVE] Thank you, and I can help you with claim status. Can you please give me the patient's name?
[CUSTOMER][NEUTRAL] Yeah, it's for [PII]. You want me to spell that?
[AGENT][NEUTRAL] No, sir. I've got it. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] 01846260 ML 8.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright thank you and then what is Teresa's data service?
[CUSTOMER][NEUTRAL] Yeah, date of service is going to be [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] And the charge amount is $523 even.
[AGENT][NEUTRAL] OK, and then what is the um charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] All right. So, the charges is $100. That is the co-payment of the insurance?
[AGENT][NEUTRAL] OK and the name of the facility that you're calling for, sir?
[CUSTOMER][NEUTRAL] I'm calling on behalf of the Holy Cross Medical Group.
[AGENT][NEUTRAL] Holy Cross, OK, I'm gonna put you on a brief hold, [PII], while I pull up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, 12034.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 123 2024.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] It doesn't have an amount.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] OK, the amount is.
[AGENT][NEUTRAL] 523.
[AGENT][NEUTRAL] Let's try this.
[AGENT][NEUTRAL] 356-1175 that looks like it could be it.
[AGENT][NEUTRAL] No, that's not it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 43. OK, I'm not finding it.
[AGENT][NEUTRAL] That might be it right there 354.
[AGENT][NEUTRAL] 48037.
[AGENT][NEUTRAL] 854
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] $100 Holy Cross 202 check.
[AGENT][NEUTRAL] 502.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] I have the claim for you.
[CUSTOMER][POSITIVE] All right. I'm waiting for you.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, the claim number is 354-8037.
[AGENT][NEUTRAL] The claim was paid with check number 2021502.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Um, actually, um, your voice is breaking, sorry.
[CUSTOMER][NEUTRAL] Um, can I, can I have the uh.
[CUSTOMER][NEUTRAL] Uh, information from first. Did you give me the claim number as 3548037?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Was that the correct check uh claim number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Can I have the check number again? I missed it.
[AGENT][NEUTRAL] 2021502.
[CUSTOMER][NEUTRAL] Um, did you say 2021502?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. So was that a single check or bulk check?
[AGENT][NEUTRAL] It was a single check.
[AGENT][NEUTRAL] And it was issued on [PII].
[CUSTOMER][NEUTRAL] It was a single check.
[AGENT][NEUTRAL] Yes, issued on [PII].
[AGENT][POSITIVE] And the check is still outstanding.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So it is not cash, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right. Can I know what is the reason for the check it's not been cashed?
[AGENT][NEUTRAL] I, I don't know, we mailed it.
[CUSTOMER][NEUTRAL] All right. Um, so, can you reissue the check?
[AGENT][NEGATIVE] I don't know, I don't know why it hasn't been cashed.
[CUSTOMER][NEUTRAL] All right. Can you reach the check?
[AGENT][NEUTRAL] Uh yes, sir.
[AGENT][NEUTRAL] Yes, I can send in a request to reissue the check um I'm gonna put you on a hold while I get that requested for you, OK?
[CUSTOMER][NEUTRAL] All right. Before that, can we just confirm the pay to address?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes sir, it's [PII].
[AGENT][NEUTRAL] [PII], zip code is [PII].
[CUSTOMER][NEUTRAL] All right. That is the correct address. So you can, um, is for every issue.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold while I get that ready for you. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], I've got that request in for you, so they should be able to um void that check and reissue it for you.
[CUSTOMER][NEUTRAL] All right. Um, so how many days does it take for the reissue of the check?
[AGENT][NEUTRAL] It's gonna take 7 to 10 business days.
[CUSTOMER][NEUTRAL] All right. So can I allow a complete 30 days for the check to be cashed?
[AGENT][NEUTRAL] Can you
[AGENT][NEUTRAL] Expect 30 days to be able to cash the check?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, yeah, I would hope that it would be there in 30 days.
[CUSTOMER][POSITIVE] All right. Thank you so much for that.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] All right. Thank you so much for that. Uh, and you said your name is [PII] or [PII]? Um, so first time I heard of [PII] and the last time when you stated, I heard it, um, [PII].
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Sir, can I have the spelling for your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] All right. Sorry about that if I call you [PII]. My bad.
[AGENT][POSITIVE] That's OK. Yeah. [PII] is good. Joy is a blessing.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, uh, uh, I mean, so can I have the uh uh claim received in the process date of this?
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Yes, sir, let me look that up for you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We received it on [PII].
[AGENT][NEUTRAL] And processed it on [PII].
[CUSTOMER][NEUTRAL] All right. And claim allowed on paid $400?
[AGENT][NEUTRAL] It paid for $100.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much for that.
[CUSTOMER][NEGATIVE] And there's no patient responsibility, right?
[AGENT][NEGATIVE] We don't give patient responsibility.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much for that.
[CUSTOMER][POSITIVE] Um, so, thank you so much for your service, um, sorry, I appreciate that. So, can I have the card reference number now, please?
[AGENT][NEUTRAL] Yes sir, you can use my name and today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much for um spending your time with me and assist me. I wish that you have a great and wonderful day ahead. Bye bye [PII] and be a joyful and a blessing to everyone. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Yes, thank you. Bye bye Aar. You have a blessed day too. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye-bye, ma'am. Yeah.