AccountId: 011433970860
ContactId: 6c951d38-3b6f-48b5-a5aa-5cca9e434e40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334459 ms
Total Talk Time (AGENT): 128844 ms
Total Talk Time (CUSTOMER): 70363 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/6c951d38-3b6f-48b5-a5aa-5cca9e434e40_20250528T17:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, um, I am calling um regarding a claim that I just wanted to double check if you guys had it on file or not.
[AGENT][NEUTRAL] OK, I can definitely check and see if the claim is on file for you. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And [PII], are you calling with the provider's office or are you the insured?
[CUSTOMER][NEUTRAL] Uh, provider's office.
[AGENT][NEUTRAL] OK, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02460300 NL 8
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $162.
[AGENT][NEUTRAL] Let's see, hold on one moment.
[AGENT][NEUTRAL] And what would be the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] For a physical therapy.
[AGENT][NEUTRAL] Therapy, hold on one moment.
[AGENT][NEUTRAL] And you said it was for $162?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, this is it.
[AGENT][NEUTRAL] Um, so we originally received the claim on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 9034.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider a total of $59.50.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need the check number or anything?
[CUSTOMER][NEGATIVE] Do you have a check? Yes, please that'd be great because I'm going to check because I don't even see the remit in our system.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so the check number is 202.
[AGENT][NEUTRAL] 1903.
[AGENT][NEUTRAL] It was a single check.
[AGENT][NEUTRAL] And it was mailed to [PII].
[AGENT][NEUTRAL] And the zip code is [PII], I'm sorry, [PII], but the check is still showing as outstanding. Um, so if you'd like, we can check on the check and then reiss void it and reissue it if we need to.
[AGENT][NEUTRAL] Um, is this the correct mailing address?
[CUSTOMER][POSITIVE] Yes, that would be awesome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you, I'm sorry, you said it was what again?
[AGENT][NEUTRAL] Is this the correct mailing address, the [PII]?
[CUSTOMER][NEUTRAL] [PII]. Let me double check with my manager.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] She hasn't gotten back with me yet. Um.
[CUSTOMER][POSITIVE] But I, I'm sure that's right. That sounds right. I believe it is a [PII] address.
[AGENT][NEUTRAL] OK, um, so I'll go ahead and send the request for the, excuse me, for the check to be checked on, and um if it has been cleared, then we'll provide a copy of the cleared check. If not, then we'll go ahead and um void this out and reissue it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, can I just have your name and a reference number, please?
[AGENT][NEUTRAL] Sure, my name is [PII] [PII].
[CUSTOMER][NEUTRAL] OK, and do you guys send out reference numbers?
[AGENT][NEUTRAL] Um, there's no call reference number, it will just be my name and today's date.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] Alrighty, and thank you so much for calling APL. I hope you have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.