AccountId: 011433970860
ContactId: 6ff23bea-aa45-4a6e-bafe-0677d25d7bcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192710 ms
Total Talk Time (AGENT): 82294 ms
Total Talk Time (CUSTOMER): 82091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/6ff23bea-aa45-4a6e-bafe-0677d25d7bcf_20250506T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] and I'm calling from Gastroenterology Associates here in [PII], and I've got a question about an EOB that we got payment on, um, but I'm unable to locate the payment in our system.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the payment and the explanation of benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the policy number is 00982074.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the um date of service and the total bills?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII] total bill is $400.
[AGENT][NEUTRAL] Thank you. And all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And we got the EOB online this morning, but I'm unable to locate the payments I was just wondering if the check was cashed.
[AGENT][NEUTRAL] What's the claim number?
[CUSTOMER][NEUTRAL] Uh, the claim number is 3541519.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, you'll come to the front.
[CUSTOMER][POSITIVE] You're welcome alright bye bye.
[AGENT][NEUTRAL] OK, so the check was a single check. Um, it was issued on [PII]. Um, check number 2018492, it's still outstanding. So I can go ahead and send the
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, we haven't, yeah.
[CUSTOMER][NEGATIVE] Yeah, if you could just because we've never received it.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Right, so I'm trying to say I can go ahead and send the request for us to check on the check. If it is, um, if it has cleared, we can provide a copy of the clear check. If not, we can void this and reissue it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Reissue it OK well I appreciate your help so much. What's and what's that um reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] No call?
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] I'll make note of that.
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright. Well, thank you so much for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.