AccountId: 011433970860
ContactId: 810f2b3a-9613-4907-940c-0b4fe2618de5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315190 ms
Total Talk Time (AGENT): 128478 ms
Total Talk Time (CUSTOMER): 90415 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/810f2b3a-9613-4907-940c-0b4fe2618de5_20250529T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Swedish American Hospital and um I'm calling on two claims for the same member that we are missing uh checks for.
[AGENT][NEUTRAL] OK, let's take a look. Uh, do you have their policy number?
[CUSTOMER][NEUTRAL] I do. It is 02350217.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then, if I could get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you. And then what is the data service on the first one?
[CUSTOMER][NEUTRAL] The first one I have is date of service [PII].
[AGENT][NEUTRAL] OK, and then the bill amount.
[CUSTOMER][NEUTRAL] $1,265.
[AGENT][NEUTRAL] Do you have a different amount after primary pay by chance?
[CUSTOMER][NEUTRAL] Um, $307.40.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], so yeah, this one it looks like we did send a check for 30,740. It does still show outstanding. It was sent to [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Let me check real quick.
[CUSTOMER][POSITIVE] I believe that sounds right, um, yep, [PII] yep, that is, that is correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see this was done on.
[AGENT][NEUTRAL] OK, so yeah, it looks like this was sent back in January, so you guys should definitely have that right now. Do you want the check number?
[CUSTOMER][NEUTRAL] Um, I think I do have the check number. Does it show that it's been cleared or is it still outstanding?
[AGENT][POSITIVE] Mm. That's outstanding still.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I is that something that we could cancel and have a new check reissued because if we don't have it.
[AGENT][NEGATIVE] Yeah, yeah, we can void and.
[CUSTOMER][NEUTRAL] By now it's probably.
[AGENT][NEGATIVE] Yeah, we can definitely void that one and reissue it.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Um, what's the other data service?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK now.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And it's built out 34935 after primary.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Alright, this one was processed on the same day, the [PII], so you definitely should have had it. Let me make sure it still shows outstanding.
[AGENT][POSITIVE] OK, yeah, this one's set the benefit for 349.35. It's still outstanding as well, so we can void and reissue this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright, so, uh, the process on that, [PII], is I'll go ahead and submit the request. Um, our claims department just verifies, of course, the check is outstanding. Uh, once that's been verified, then we'll of course reissue and put out a new check. Did you need anything else from any of those claims or anything like that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope, that was all I need. I had all the other info, just, just not the check.
[AGENT][POSITIVE] Alright, sounds good. We appreciate you calling APL. I hope you have a good rest of your day.
[CUSTOMER][NEUTRAL] Um, oh, sorry, before you leave, do you have a reference number or is it just your name?
[AGENT][POSITIVE] No worries.
[AGENT][POSITIVE] Oh, yeah, absolutely. It's just my name with today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate your help and I hope you have a good day.
[AGENT][POSITIVE] You're very welcome. You too. Bye-bye.