AccountId: 011433970860
ContactId: 733f40a0-b072-4d23-a476-84c4a04ec317
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310679 ms
Total Talk Time (AGENT): 63358 ms
Total Talk Time (CUSTOMER): 78041 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/733f40a0-b072-4d23-a476-84c4a04ec317_20250210T19:35_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, how are you? This is [PII] calling on behalf of the University of Texas Southwestern. I need to check the status of a medical claim.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII] if I can get a call back number for you.
[CUSTOMER][NEUTRAL] Uh, yeah, that would be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02079001.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that information. I'm showing a payment was made in the amount of $25 on [PII].
[CUSTOMER][NEUTRAL] On [PII]. OK. Do you have uh received date?
[AGENT][NEUTRAL] Claim was received on [PII].
[CUSTOMER][NEUTRAL] OK, uh, what about uh claim number?
[AGENT][NEUTRAL] Claim number is 3541266.
[CUSTOMER][NEUTRAL] OK, do you have any payment information?
[AGENT][NEUTRAL] Check number is 2018591.
[CUSTOMER][POSITIVE] I'm so sorry, could you please repeat that?
[AGENT][NEUTRAL] Mhm check number is 2018591.
[CUSTOMER][NEUTRAL] OK, was it a single amount?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] Uh, do you know if it was cleared?
[AGENT][POSITIVE] No, it's still outstanding.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect, um, so are you able to reissue the check?
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And it's the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah I
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, I have submitted that.
[AGENT][NEUTRAL] For stop pay and reissue, you can allow up to 30 days for the new um check to be sent out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK perfect great um in that case it'll be all. I would just need a reference number for this call if you have one.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] as in [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Uh, no, that'll be all. Thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.