AccountId: 011433970860
ContactId: 69baf243-1e0a-42d9-9f5f-e4523f11aead
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523679 ms
Total Talk Time (AGENT): 228399 ms
Total Talk Time (CUSTOMER): 121811 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/69baf243-1e0a-42d9-9f5f-e4523f11aead_20250116T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to verify the claim status.
[AGENT][NEUTRAL] I can help you with the claim status [PII]. Can I have your callback number in case we get disconnected please?
[CUSTOMER][NEUTRAL] Yeah, sure. Callback number is [PII].
[CUSTOMER][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] Callback number is [PII] and [PII] [PII].
[AGENT][NEUTRAL] [PII] and can I have the name of the provider or facility you're calling from please [PII].
[CUSTOMER][NEUTRAL] Johns Hopkins Bayview Medical Center.
[AGENT][NEUTRAL] And thank you and may I please have the policy number or member ID?
[CUSTOMER][NEUTRAL] Yeah, sure. Member ID is 02473092.
[AGENT][POSITIVE] Thank you and give me one moment please, [PII].
[AGENT][NEUTRAL] And can you please verify a patient's name and their date of birth please?
[CUSTOMER][NEUTRAL] Yeah, sure. The patient's name is [PII] and the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And go ahead with your data service and the amount on the claim please [PII].
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $1,309.69.
[AGENT][NEUTRAL] OK, thank you, just give me one moment to search claims please.
[CUSTOMER][POSITIVE] Take your time, no problem.
[AGENT][NEUTRAL] You said [PII], right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you, just give me one moment.
[AGENT][NEUTRAL] And it's gonna pull a claim image, so give me one moment to do that please.
[AGENT][NEUTRAL] OK, [PII], I have that claim information for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so we received that claim on [PII]?
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Claim number is 35.
[AGENT][NEUTRAL] 41
[AGENT][NEUTRAL] 253.
[AGENT][NEUTRAL] And we made a benefit payment of $35.
[CUSTOMER][NEUTRAL] Uh, one moment please. Uh, you paid completely $35.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, may I know the process to date?
[AGENT][NEUTRAL] The claim process and uh.
[AGENT][NEUTRAL] Uh, the process was finalized on [PII].
[AGENT][NEUTRAL] Again, we paid a $35 benefit payment. Would you like the check information?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so it was a single check $35.
[AGENT][NEUTRAL] And it was made payable to [PII].
[AGENT][NEUTRAL] And it went to [PII].
[CUSTOMER][NEUTRAL] OK. Could you please verify the address?
[AGENT][NEUTRAL] Yeah, [PII] in [PII].
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Zip code?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] Uh huh and that check, the check number, yep, [PII] is 20.
[CUSTOMER][NEUTRAL] It's correct. May I know the check number?
[AGENT][NEUTRAL] 18
[AGENT][NEUTRAL] 543.
[CUSTOMER][NEUTRAL] OK. May I know the check cash to date?
[AGENT][POSITIVE] Uh, I don't show the the check, uh, status is cleared. I show it's still outstanding again with that date of [PII].
[CUSTOMER][NEUTRAL] OK. Cleared on the same date.
[AGENT][NEUTRAL] I don't show it cleared. I show it's still outstanding, so it hasn't it hasn't been cashed according to our records.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Mm thank you so much for the information. One second please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So the check is not cashed yet, right?
[AGENT][NEUTRAL] According to our records, it's not been cashed.
[CUSTOMER][NEUTRAL] OK. May I know the follow-up date?
[AGENT][NEUTRAL] Um, well, being that it's at 30 days today, usually we allow 30 days for processing or for that check to clear before we would send, um, that, uh, checking query.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] If you'd like I can go ahead and put through a request to uh search for the check, but again because it's not showing cleared, do you wanna take time to review your system to see if it's there on on applied account and then give us a call back to do the check uh check trace?
[CUSTOMER][NEUTRAL] Yeah, please.
[CUSTOMER][NEUTRAL] Because we have to know the check cash still or not cash. That's why.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Right, OK, like I said, according to our records, it's not been cashed yet. Um, so if you want to give it another day or so, if you don't find the check, give us a call back and we can do the uh void and reissue.
[AGENT][NEUTRAL] Because it is [PII].
[CUSTOMER][NEUTRAL] OK. Yeah, please stop payment and should the new check, please.
[AGENT][NEUTRAL] Yeah, well, the [PII] date is 30 days as of today.
[AGENT][NEUTRAL] So do you want me to just do a void and reissue?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, it's for you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so what I'll do is I'll go ahead and put an internal request through to uh do a void and reissue if the check's not been cashed they'll go ahead and void it and reissue a new one, if you want to allow us, um, you can allow up to 10 business days for that transaction turnaround time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for the information. Before we proceed, may I know your street name?
[AGENT][NEUTRAL] Uh, my first name is [PII] Last initial [PII] [PII], and then my name and today's date would be your call call reference number.
[CUSTOMER][NEUTRAL] Will you be
[CUSTOMER][NEUTRAL] Yeah, could you please spell your street name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], thank you so much for the information, [PII]. Yeah, go ahead and help me with the claim number, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Claim number 35.
[AGENT][NEUTRAL] 41
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] 253.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][POSITIVE] 253. Thank you so much for the information. Uh, if you could you, if it's possible, could you please send the UB to us?
[AGENT][NEGATIVE] Well, I have to wait for it to be reprocessed. I'm not gonna send out an EOB for the check that we issued already because it's been void, it will be voided if it's not cash, so, um.
[CUSTOMER][POSITIVE] OK, thank you so much [PII], no problem.
[AGENT][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] I will wait after and.
[AGENT][NEUTRAL] OK, and I'll go ahead and put that request. Did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] No, sir, no, [PII], thank you so much for your assistance. I have all your confirmation. Have a great day. Bye.
[AGENT][POSITIVE] You too, thank you for calling API. I hope you have a great rest of your day. Bye bye.
[CUSTOMER][NEUTRAL] Right