AccountId: 011433970860
ContactId: 6f29b6c8-e9ee-4b3d-b582-82ee83501a33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298109 ms
Total Talk Time (AGENT): 117287 ms
Total Talk Time (CUSTOMER): 95782 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/6f29b6c8-e9ee-4b3d-b582-82ee83501a33_20250124T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi yes [PII], my name is [PII]. I'm calling to get information regarding a claim payment.
[AGENT][NEUTRAL] OK, can you help me bring in. What's the policy number?
[CUSTOMER][NEUTRAL] It's going to be 1967205.
[AGENT][NEUTRAL] Can I get a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a claim number?
[CUSTOMER][NEUTRAL] I do. It's 354-171-1.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was your question?
[CUSTOMER][NEUTRAL] I'm needing like check details. um, it was mailed EFT, that type of thing.
[AGENT][NEUTRAL] Yeah, it was mailed um to the address that's on your claim. um the check number is 2018476.
[AGENT][NEUTRAL] And are you needing to know the date the check was mailed?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, processed on [PII] was mailed on the [PII].
[CUSTOMER][NEUTRAL] Do you show that it's been cashed on your end?
[AGENT][NEUTRAL] Mhm. I'm checking.
[AGENT][POSITIVE] I show it's still outstanding. What's your billing address?
[CUSTOMER][NEUTRAL] Um, [PII], and that's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, that's the address the check was mailed to.
[CUSTOMER][NEUTRAL] OK, and it was mailed on [PII]?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And that's on the [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] And it's still outstanding.
[AGENT][NEUTRAL] It's, it's 457-455-555 in [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, it should have been, huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And we haven't got it yet. That is strange. I guess I'll just give it some more time if it was mailed on the [PII].
[AGENT][NEUTRAL] Yeah, what's the name of
[AGENT][NEUTRAL] What's the name of the practice?
[CUSTOMER][NEUTRAL] Austin Endoscopy Center.
[AGENT][NEUTRAL] OK, yeah, that's where it was made, it's made payable to that, uh.
[AGENT][NEUTRAL] Provider.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's who it's made payable to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Huh, I guess, like I said, I guess I'll give it some more time. I give it the full 30 days and then call back and see what we can do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, it's actually been 30 days. It was issued on the [PII]. Today is the [PII], so we can actually verify if it's cleared and if not we could request that this check be voided and a new one issued.
[AGENT][NEUTRAL] Because it's been over 30 days?
[CUSTOMER][NEUTRAL] It has, oh, OK, you said the [PII]. Sure. Um, yeah, I mean, cause we haven't got it yet.
[AGENT][NEUTRAL] Yeah, it, it, it
[AGENT][NEUTRAL] Right, today is the [PII], so it, it's beyond the 30 days.
[AGENT][NEUTRAL] So we can verify.
[CUSTOMER][NEUTRAL] OK. Yeah, if we can.
[CUSTOMER][NEUTRAL] OK. Yeah, we can get that resent because, I mean, it, we haven't gotten it yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what will happen, we'll send it to verify if it's cleared um if not we can request that it be voided and a new check issued. I will call you back at [PII] either way if it's cleared, I'll let you know and then if we're reissuing a check, I'll let you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Perfect. Well, thank you so much. You said [PII] was your name, correct?
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date as reference for today's call. [PII], first initial last name is [PII].
[AGENT][NEUTRAL] And the phone number that's registering is different than the one that you gave, so is a [PII] number a direct line to you?
[CUSTOMER][NEUTRAL] It is a direct line.
[AGENT][NEUTRAL] OK, alright, so I'll call you back at that number.
[CUSTOMER][NEUTRAL] [PII]. Yes, that's my direct line.
[AGENT][NEUTRAL] OK, I'll call you back at that number.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.