AccountId: 011433970860
ContactId: 6ab69308-0f2b-403f-a44e-a659d69075b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403079 ms
Total Talk Time (AGENT): 149456 ms
Total Talk Time (CUSTOMER): 107012 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/6ab69308-0f2b-403f-a44e-a659d69075b6_20250521T12:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning sir. My name is [PII]. I'm with the University of Kansas. I was calling because I need to check the status on a medical claim that we submitted to you guys.
[AGENT][NEUTRAL] All right, [PII] I'm happy to check a claim. What's the patient's policy number?
[CUSTOMER][NEUTRAL] See here it shows 0229.
[CUSTOMER][NEUTRAL] 7096 ML 7
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if I could get the uh patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and then data service?
[CUSTOMER][NEUTRAL] 1023, 23.
[AGENT][NEUTRAL] And build them out.
[CUSTOMER][NEUTRAL] $3,318.
[AGENT][NEUTRAL] OK let me see what I got here.
[AGENT][NEUTRAL] Do you by chance have a different amount after primary paid?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, 2054822.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], so it looks like we did receive a claim for this claim is received on [PII].
[AGENT][NEUTRAL] The claim was processed [PII]. There was a benefit payment sent in the amount of $2250. It was a single check.
[CUSTOMER][NEUTRAL] So you guys made a payment?
[AGENT][NEUTRAL] Mhm. Yeah, there was a payment made, that looks like.
[CUSTOMER][NEUTRAL] With the check cash?
[AGENT][NEUTRAL] No, I was just pulling up the check to see.
[AGENT][NEGATIVE] Shows the check's been voided.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Cause yeah, it was.
[AGENT][NEUTRAL] There is
[AGENT][NEUTRAL] A status check on it in March had been cashed, so it looks like it's been voided out.
[AGENT][NEUTRAL] We can reissue a new one.
[CUSTOMER][NEUTRAL] OK, let, let me ask you a question. Do you know, um, can you, did you guys send it to us paper you say paper check electronic.
[AGENT][NEUTRAL] It was a single paper check. It was mailed to the University of Kansas Hospital.
[AGENT][NEUTRAL] And it was at [PII].
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Give me just a second, let me see that [PII], uh.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You said [PII].
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][POSITIVE] Well, that's, that's the right, that was the right PO box.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Uh, well, I don't know. We don't, don't care that we ever got the check. Well, you said it was voided though. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it looks like it was voided because it was never cash, but I can give you the claim number if you'd like and then um.
[AGENT][NEUTRAL] Put in a request to issue a new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That, yeah, that'd be good.
[AGENT][NEUTRAL] OK. Did you want the claim number, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, claim claim number is 346.
[AGENT][NEUTRAL] 572 9.
[CUSTOMER][NEUTRAL] And that was originally uh processed back on 64-24 you said?
[AGENT][NEUTRAL] so let me double check that again.
[CUSTOMER][NEUTRAL] Or 77.
[AGENT][NEUTRAL] Uh, 67 of 24 was when it was processed originally.
[CUSTOMER][NEUTRAL] But you guys issued that payment back on July last year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it's voided. OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright then if you can just I guess have it reissued because the PO box was correct.
[AGENT][NEUTRAL] OK, yeah, so what I'll do is um I'll send a message over to claims and they just double check uh and verify everything was voided and not cashed and then they'll issue a new check and mail it out.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He's sending over to uh which department you said?
[AGENT][NEUTRAL] So I'll have to send the request to claims and then they will just double double check make sure that it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] was indeed voided and then they're able to reissue a new check.
[CUSTOMER][POSITIVE] Alright, thank you so much. Do you have a call reference I can use?
[AGENT][NEUTRAL] Yeah, call reference is my name with my last initial and then today's date. My name is [PII], that's [PII] and then my last initial is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][NEUTRAL] Uh bye bye.