AccountId: 011433970860
ContactId: 69b694d7-2b67-43a6-81e7-08907f607190
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 671299 ms
Total Talk Time (AGENT): 149236 ms
Total Talk Time (CUSTOMER): 245632 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/69b694d7-2b67-43a6-81e7-08907f607190_20250421T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm. Hi, [PII]. Uh, I'm calling from, uh, provider's office for claims.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh yeah, my name is uh [PII]. Uh, the callback is [PII].
[AGENT][NEUTRAL] I'm sorry, what was that? [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hey, [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's uh 02342056.
[AGENT][NEUTRAL] OK, thank you. And you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yeah, it's the first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] What was that date of service?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Uh, for the bill amount, $333 even.
[CUSTOMER][NEUTRAL] Mm, I have some concern on this claim. That's what, uh, I call you.
[AGENT][NEUTRAL] OK, what was your question?
[CUSTOMER][NEUTRAL] Yeah. Uh, is this claim paid? Am I right?
[AGENT][NEUTRAL] Yes, correct. We paid 75.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead. It's $75. Uh, may I know when the claim was paid?
[AGENT][NEUTRAL] Oh we paid that on [PII].
[CUSTOMER][NEUTRAL] Oh, it recently paid, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Because, uh, what I, what I, I have a concern is like, uh, this, the initial check was not cashed, so we asked to reissue the check. So that's why I'm checking. This is the reissued check.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yes, it looks like the reissued check was 2023871.
[CUSTOMER][NEUTRAL] Uh, it's EFT or check?
[AGENT][NEUTRAL] As a check.
[CUSTOMER][NEUTRAL] 202-3871. Uh, you said the check was issued on [PII].
[AGENT][POSITIVE] Uh, yes, that's correct.
[CUSTOMER][NEUTRAL] What is the cash date?
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][POSITIVE] Yeah, you can do.
[AGENT][POSITIVE] Uh, looks like it's still outstanding.
[AGENT][NEUTRAL] You confirm the mailing address?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Yes, that's the address we have.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, uh, I, uh, actually, I didn't understand the initial 111 also not cash. So that is what we asked to reissue the check. Uh, uh, I don't know why the second check also still not, mm.
[AGENT][NEUTRAL] Yeah, we've got [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, so I can, I can put in another request for a check reissue.
[AGENT][NEGATIVE] Not sure why it's not getting there.
[CUSTOMER][NEGATIVE] Mhm. Because this is the 2nd 1, right? Uh, why it's not getting cashed.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it single check or bulk check?
[AGENT][NEUTRAL] A single check.
[AGENT][NEUTRAL] Actually, it looks like this is the first check, so.
[AGENT][NEUTRAL] Actually looking in here, I don't see where it's been reissued.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Oh, this is the first one.
[AGENT][NEUTRAL] Yeah, let me see, hold on just.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, that's what I, I, mm, ask that question with you, uh, beginning of the call, whether it is the, uh, reissued trip.
[AGENT][NEUTRAL] Well, in the notes it says that it was 2004975.
[CUSTOMER][NEUTRAL] Mm, can you check through the call reference number? I do have the call reference number. It stated, mm, already raised the, uh, already we have requested from our in that world and reissue the payment. So they have sent the request for reissue. Uh, can you able to check through call reference or?
[AGENT][NEUTRAL] Yeah, what date was that?
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, it just says that it was resent to our claims department.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it says the original check was 2004975 and then this check was 2023871.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 202-3871.
[CUSTOMER][NEUTRAL] Uh, when was this check, uh, issued?
[AGENT][NEUTRAL] Yeah, that was the one on [PII].
[AGENT][NEGATIVE] So at this point I, I'll have to send it back through because I don't, it's not been cashed so.
[AGENT][NEUTRAL] You verify the address, so that's correct.
[CUSTOMER][NEUTRAL] So, the check is reissued on [PII]. Am I right?
[AGENT][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] 0, 122.
[CUSTOMER][NEUTRAL] Uh, yeah. Uh, what is your name, you said?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] So, I'm making the notes like uh as you said, uh, the check is reissued on [PII] and the check number is 2023871. Uh this is the, this is single check and the check is not cashed yet, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] So, so, uh, you are sending a request to the uh payment team or which team you are sending the request back?
[AGENT][NEUTRAL] Yeah, we're sending a request back to our check reissue team. They'll they'll get the check voided and reissued.
[CUSTOMER][NEUTRAL] Um, is there any specific issues are going on, uh, when you are issuing the check or cash, something like that? Because, uh, as you are aware of that from this call, uh, you can be able to realize, uh, this is the check-in, I mean, second check that you have issued. So this also not cash it.
[AGENT][NEUTRAL] Yeah, I, I'm not sure what the issue is. We, you verified the address, so I'm not sure if it's an issue on.
[AGENT][NEGATIVE] Why you're not receiving it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, have you done?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No, no. Have you sent?
[AGENT][NEUTRAL] So I've got it. I have to send up a process. I have to write it all up.
[CUSTOMER][NEUTRAL] How long it takes to reissue the new check?
[AGENT][NEUTRAL] Uh, it usually takes about 7 to 10 working days.
[CUSTOMER][NEUTRAL] 0 10 business days. OK, I got it.
[CUSTOMER][NEUTRAL] And what's the call reference number?
[AGENT][NEUTRAL] That's my name, [PII]. First initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah, uh, we will allow 10 more, uh, business days. Again, again, uh, uh, I hope, uh, again, the, uh, will not going to be cash. So I hope it will be cashed.
[AGENT][NEUTRAL] Yes, we'll get it sent back through.
[CUSTOMER][POSITIVE] Yeah. Have a great day to you. Bye-bye.
[AGENT][NEUTRAL] I see you as well.