AccountId: 011433970860
ContactId: 6847b20a-c05a-4a40-897a-24425713ee5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236360 ms
Total Talk Time (AGENT): 71990 ms
Total Talk Time (CUSTOMER): 131997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/6847b20a-c05a-4a40-897a-24425713ee5f_20250320T17:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][NEUTRAL] I'm fine thanks how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a provider um on the other line. They received a claim check. It's the right address but the wrong provider name. Can you look at this with me? Um, she's asking if.
[CUSTOMER][NEUTRAL] If they need to send the check back or if this is correct, uh, um, you mind helping me?
[AGENT][NEUTRAL] Uh, yes, what's the policy number?
[CUSTOMER][NEUTRAL] It's 203-205-4.
[AGENT][NEUTRAL] And the name of the insured?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, I'm sorry, give me that policy number one more time.
[CUSTOMER][NEUTRAL] Mhm. 20 wait, I'm sorry, that's the check number. My apologies, 650641.
[AGENT][NEUTRAL] OK, and what was the um.
[AGENT][NEUTRAL] The claim number?
[CUSTOMER][NEUTRAL] It's 3573469.
[AGENT][NEUTRAL] OK, give me just a second, and they're saying that the check was mailed to the wrong provider?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, right, so who I'm speaking with is from Madison Medical Center.
[CUSTOMER][NEUTRAL] The check is for Mercy Clinic East.
[CUSTOMER][NEUTRAL] She said that they they have the same address as the [PII].
[CUSTOMER][NEUTRAL] And they have this person as a patient, but they're [PII] and not [PII]. So I looked up the docs in on base to see where the claim came from, and that's the address. We sent it to what we got.
[AGENT][NEUTRAL] Yes, uh, I mean, I see the address that we have in Lion Mac is what on the claim, and so is she's saying they have the exact same address at the Mercy Clinic East?
[CUSTOMER][NEUTRAL] Yeah, and I asked, I said, so, so what's your sweet letter? And she said, well, we don't have one. We have a bunch, it's a bunch of different doctors in here, so nobody, they may tell you suite A, but no, nobody puts that in the address. So I'm like, well, that's on the form. I don't. Should I tell her to send it back?
[AGENT][NEUTRAL] So they're, are they the same building as Mercy Clinic East?
[CUSTOMER][NEUTRAL] Yeah, it sounds like they're, yeah, it sounds like they're all in the same.
[AGENT][NEUTRAL] Are, are they not able to give them the check?
[CUSTOMER][NEUTRAL] Building, but she says she doesn't.
[CUSTOMER][NEUTRAL] She said she doesn't know what [PII] is, cause I'm like, I, I'm saying, so, are they in the building with you? And she said, well, we're all [PII]. It's like a, we're attached to a hospital. We don't know what [PII] is. And I'm like,
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. So, I, I, I don't know.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Sounds like it's like a, it's doctors, you know, like out, like an outpatient facility attached to the hospital. That's how she explained it.
[CUSTOMER][NEUTRAL] So she doesn't know if she said everyone around her is [PII], but she doesn't know anything of [PII].
[AGENT][NEUTRAL] OK, so what I guess we would do is just um if you can, you can let him know to send back the check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then we would just have to contact this provider and be able to basically, I don't like get a different address or reference information, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that that's the only thing I can think of doing if they, if they have no idea who [PII] is.
[AGENT][NEUTRAL] I mean because that's what's on this bill so we would just have to um just we review that and just reach back out to them.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, I will tell her to send it back. Thank you.
[AGENT][POSITIVE] Oh, sure, you're welcome.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.