AccountId: 011433970860
ContactId: 76ea1095-731e-4a5c-8e16-9134fc4a1788
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409600 ms
Total Talk Time (AGENT): 128453 ms
Total Talk Time (CUSTOMER): 84165 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/76ea1095-731e-4a5c-8e16-9134fc4a1788_20250623T16:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Smiles and Motion, um, and I'm just calling about a check that we received for a member, please.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Oh, I don't know that. I know the policy number. Um 16417.
[AGENT][NEUTRAL] That's a sounds like a group number. Uh, so you receive a check for a claim?
[CUSTOMER][NEUTRAL] Yeah, yep, and I think it was processed by you guys' primary when it should have been secondary.
[AGENT][NEUTRAL] What's the check number?
[CUSTOMER][NEUTRAL] Um, the check number is 2,050,050.
[AGENT][NEUTRAL] OK, and the amount?
[CUSTOMER][NEUTRAL] The amount of the check was $253.40.
[AGENT][NEUTRAL] OK, and the issue date?
[CUSTOMER][NEUTRAL] Um, it was issued on [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I apologize, Ms. [PII]. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] 2.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Shoot, I forgot to look at the issue date. What was the issue date? I'm sorry.
[CUSTOMER][NEUTRAL] 6 1625.
[AGENT][NEUTRAL] 6:16. Uh.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like the claim was for [PII] for data service of [PII] of this year.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, and you said it, OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, it looks like you guys processed this as primary, is that correct?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] That I'm not sure how to do you give me one moment.
[AGENT][NEUTRAL] See if I can pull up this claim.
[AGENT][POSITIVE] Of course give me issues. Give me one moment. I'm sorry.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 225.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And it's
[AGENT][NEUTRAL] Yeah, it looks like on this claim they process is primary.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah, it should have been processed as secondary.
[AGENT][NEUTRAL] I'll send a request for a review, um.
[AGENT][NEUTRAL] And a good callback number is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'll send this back for review and ask someone to give you a call back if it's going to be reprocessed, if it was processed as primary, um.
[AGENT][NEUTRAL] And I guess I can tell you what to do with the check, yeah.
[CUSTOMER][NEUTRAL] OK, so someone will.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] You said they'll let us know what to do with the check?
[AGENT][NEUTRAL] Yes, ma'am. I'll send a request and ask someone to give you a call back and they can let you know what the next steps would be and, uh, what to do with the check. I'll assume to send it back, but, um, I don't want to say that if it's not the case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If they want it want it back with the primary EOB or something? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and you said your first name was [PII]?
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, wonderful. Could I also get a reference number for the call, please?
[AGENT][NEUTRAL] Uh, you may use my name in today's date if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful. I will go ahead and do that. Thank you so much and I'll be waiting for the call.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.