AccountId: 011433970860
ContactId: 6be96bcb-7d60-441e-9ae5-249718414387
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349290 ms
Total Talk Time (AGENT): 122750 ms
Total Talk Time (CUSTOMER): 54269 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/6be96bcb-7d60-441e-9ae5-249718414387_20250225T13:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling about a check reissue. I just wanted to make sure that was in process.
[AGENT][NEUTRAL] OK, are you calling from a provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you had requested a check be reissued, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes ma'am, I can check that for you and who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Uh, the ID it's 616-066.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, I want any information that I provide would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] It's [PII] for $137.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And again you did say data services 12-16-2024 for 137, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do see that there and what is the provider's name? I'm sorry.
[CUSTOMER][NEUTRAL] It was a [PII].
[AGENT][NEUTRAL] What's the tax ID number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so we have a different provider name than what you're giving me for this claim.
[CUSTOMER][NEUTRAL] Mm let me see something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Data server.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes ma'am, that is what we show, and I do show that this check has been uh reissued, and with the benefit payment of $55.
[AGENT][NEUTRAL] And the check number is going to be 202.
[AGENT][NEUTRAL] 753 6.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Give me just one moment and I can give you the date that that was reissued.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And that was reissued on [PII].
[AGENT][NEUTRAL] And it is still showing as open. OK. Well, it's. And, and I don't know if they already gave you the our website, but if you need a copy of the explanation of benefits, you can also go to our portal, Wanda, by going to [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim number is gonna be 356.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] 334 6 for the reissue.
[CUSTOMER][POSITIVE] All right. Perfect. Thank you very much.
[AGENT][POSITIVE] OK. All right then. You are certainly very welcome. So if that's all I can help you with, thank you again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.