AccountId: 011433970860
ContactId: 6b5c37b6-cf92-4988-8b68-776e1caadde1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306339 ms
Total Talk Time (AGENT): 69039 ms
Total Talk Time (CUSTOMER): 107384 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/6b5c37b6-cf92-4988-8b68-776e1caadde1_20250508T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. I'm calling on behalf of the provider office to check for a claim status.
[AGENT][NEUTRAL] OK, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And which provider?
[CUSTOMER][NEUTRAL] Yeah, the provider name is [PII]. The NPI is 173.
[CUSTOMER][NEUTRAL] 0716747.
[AGENT][NEUTRAL] And you have a policy number for the patient?
[CUSTOMER][NEUTRAL] The member ID number is 02021778 Mary Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] And date of service and bill charges.
[CUSTOMER][NEUTRAL] [PII]. We'll charge $678.
[AGENT][NEUTRAL] I'm sorry, what was the bill charges again?
[CUSTOMER][NEUTRAL] $678 even.
[AGENT][NEUTRAL] It looks like we received that claim on 3-24-25.
[AGENT][NEUTRAL] That was processed on 32525.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That was a duplicate. Let me find the original.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looks like the original was received 16-2025. Process 18-2025.
[AGENT][NEUTRAL] And we made a payment of 30937.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah, so this was made to check or EFT.
[AGENT][NEUTRAL] A single check
[CUSTOMER][NEUTRAL] Single check and uh is this check has been uh in cash or is it still outstanding?
[AGENT][NEUTRAL] S
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Uh, it looks like it's still outstanding.
[CUSTOMER][NEUTRAL] Still outstanding and this check was issued on which uh pay to address? Can you provide me that?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. So I believe we uh like it's been more than 3 months for this check. The check was issued on [PII] you said, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, what was the date?
[CUSTOMER][NEUTRAL] [PII] you said.
[AGENT][NEUTRAL] On [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So what I would request you, [PII], uh, could you go ahead and uh reissue a new check to the correct pay to address because ideally this check has been void and it.
[CUSTOMER][NEGATIVE] It's of no use for right now. It's been more than 3 months.
[AGENT][NEUTRAL] OK, is that the correct address?
[CUSTOMER][POSITIVE] Yeah, the address is correct.
[AGENT][NEUTRAL] OK, we'll put in a request to get that reissued. Um, if it is cleared for some reason, we'll send a notification of that as well.
[CUSTOMER][NEUTRAL] OK, no issues. And what would be the turnaround time for the check to get reissued, uh, new payment to be reissued?
[AGENT][NEUTRAL] Uh, it takes up to 30 days.
[CUSTOMER][POSITIVE] 30 days. OK. No issues. Uh, then, uh, you can.
[CUSTOMER][NEUTRAL] Go ahead and raise the new check issue request and uh also a call reference number, please.
[AGENT][NEUTRAL] A call reference number is my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK then then that's all thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] See.