AccountId: 011433970860
ContactId: 6f9cf804-f90d-4b19-b6ee-583d77cf677e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352209 ms
Total Talk Time (AGENT): 132696 ms
Total Talk Time (CUSTOMER): 96098 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6f9cf804-f90d-4b19-b6ee-583d77cf677e_20250210T14:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling in regards to a claim, actually 2 claims.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02012930.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you ma'am, give me a moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for claim status for 2 claims, is that correct?
[CUSTOMER][NEUTRAL] Actually she has two claims that you guys um processed and paid but we never received the payments so I need to verify if the checks were cashed.
[AGENT][NEUTRAL] OK, uh, what was the dates of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, let's see, the first one I have is 312 of 2024.
[CUSTOMER][NEUTRAL] And that one was for.
[CUSTOMER][NEUTRAL] Bear with me one moment.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Oh Jesus.
[CUSTOMER][NEGATIVE] Sorry, my computer is giving me a hard time.
[AGENT][NEUTRAL] Oh no, excuse me, I understand. I was like that earlier today too.
[AGENT][NEUTRAL] It's a Monday, so I understand.
[CUSTOMER][NEUTRAL] OK, this one, yeah, I know, right, so this one was for $1,994.
[AGENT][NEUTRAL] OK, let me look at this one real quick.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Bethesda Hospital.
[AGENT][NEUTRAL] Alright let's see, yeah, because it looks like it was processed and paid 500.
[AGENT][NEUTRAL] Give me one moment to look at this check.
[AGENT][POSITIVE] Mm, it's still showing outstanding, um.
[AGENT][NEUTRAL] See, I'll send a request to have that verified if it's cleared or not, but from our system, it's still showing outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would we be able to do a stop payment and re-request it?
[AGENT][NEUTRAL] Well, we'll send a request to our finance department. They can check and verify if the check is clear or not. If not, then uh we'll just send a request to have it void and reissued.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Yes, ma'am. And what's that the next date of service?
[CUSTOMER][NEUTRAL] That one is [PII].
[CUSTOMER][NEUTRAL] For $1,463.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 63. OK, one moment. And uh what is the mailing address?
[AGENT][NEUTRAL] And to make sure we sent.
[CUSTOMER][NEUTRAL] 2815.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mm looks like we sent it to a PO box. Give me a moment.
[AGENT][NEUTRAL] 08.
[CUSTOMER][NEUTRAL] Ah, that would explain everything.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 3
[AGENT][POSITIVE] OK, and I showed this one was outstanding as well. Looks like it was issued.
[AGENT][NEUTRAL] 21st 24, went to a [PII] I'm sorry [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'll send a request, um, and if they have cleared, uh, do you have a fax number we can fax you a copy of the clear checks?
[CUSTOMER][NEUTRAL] I do. It's 561.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 733.
[CUSTOMER][NEUTRAL] 5991.
[AGENT][NEUTRAL] OK, and that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Well, I would get a, uh, send a request to verify. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that'll be it. Do you have a reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] All right perfect thanks again.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.