AccountId: 011433970860
ContactId: 81c3536b-6464-4c00-92b2-f0c67c8b1a80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447859 ms
Total Talk Time (AGENT): 192777 ms
Total Talk Time (CUSTOMER): 118805 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/81c3536b-6464-4c00-92b2-f0c67c8b1a80_20250227T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from ARA Imaging.
[CUSTOMER][NEUTRAL] Uh, I was, uh, calling, uh, in regards to, uh, a claim. Um, I had a couple of questions on it.
[AGENT][NEUTRAL] OK, so [PII], I can help you with claim status before we get started, may I have your callback number if we disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] OK, thank you. What is the policy number please, [PII]?
[CUSTOMER][NEUTRAL] The policy number is 017.
[CUSTOMER][NEUTRAL] 58742
[AGENT][NEUTRAL] OK, let me repeat that to you. I have that as 01758742.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for the information and again you're calling for claim status. I can assist you. um, what is that date of service and bill amount please total bill amount.
[CUSTOMER][NEUTRAL] Uh, let's see. The date of service is 9-3-2024.
[CUSTOMER][NEUTRAL] And uh let me see.
[CUSTOMER][NEUTRAL] Those amount is uh 1000.
[CUSTOMER][NEUTRAL] $807 I believe.
[AGENT][NEUTRAL] OK, do you have a claim number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Uh, yes, I do, um, 351.
[CUSTOMER][NEUTRAL] 0719.
[AGENT][POSITIVE] OK, thank you very much for the information.
[AGENT][NEUTRAL] OK, thank you, and you're calling in regards to payment on this particular claim, is that correct?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, I have that claim number pulled up. Thank you for providing that and it shows that we made a payment in the amount of $465.44. And may I have your question, please?
[CUSTOMER][NEUTRAL] Uh, I was wondering if you can confirm whether or not um this check was uh cashed and, and when it was.
[AGENT][NEUTRAL] OK, let me check the check status for you one moment.
[AGENT][NEUTRAL] And that was check number 2004854. Bear with me, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The check was issued on [PII] and that check currently shows outstanding. Um, give me one moment just to verify the mailing address it was um sent to you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I place you on a brief hold while I get the image pulled up?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 351
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Let's see
[AGENT][POSITIVE] Thank you so much for your patience with me, [PII]. The check was mailed to our imaging [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Um, let me.
[CUSTOMER][NEUTRAL] Alright, let me double check that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Can you, um, can you repeat, uh, the address?
[AGENT][NEUTRAL] Yes, of course. [PII], excuse me, [PII].
[CUSTOMER][POSITIVE] Yes that that's correct.
[AGENT][NEUTRAL] OK, what I
[CUSTOMER][NEUTRAL] So just to confirm, the, the check hasn't been cashed yet?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That is correct. It has not cashed as of yet, and since it has been, of course, over 30 days, I can request that short check to be voided and a new check reissued and mailed to the same address.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Yes, if you could do that, that would, um, that would be great.
[AGENT][POSITIVE] Of course, yes, of course I get there.
[AGENT][NEUTRAL] Request in as soon as we're off the phone again, let me just, just go over what we recap what we talked about um that's claim number 3510719.
[AGENT][NEUTRAL] For date of service of [PII], total charges $1,807 that was a payment of $465.44. That was check number 2004854. It was issued on [PII] and has not cleared as of yet and since of course it has not cleared as of yet.
[AGENT][NEUTRAL] Look at that check voided and a new check reissued and just to um sorry just to correct information, the total charges were $1,607.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I apologize, my mistake.
[AGENT][NEUTRAL] Oh no, no, no, no, I apologize for giving you the incorrect information because I see that claim as it is right here, so that was my uh my apologies, but we will get that, um, voided and a new check reissued.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, you're welcome and anything else I can assist you with [PII]?
[CUSTOMER][NEUTRAL] No, that's it. um, can I get a call reference number though?
[AGENT][NEUTRAL] We do not use call reference numbers. You can use my name [PII] last initials [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, thank you.
[AGENT][POSITIVE] You're very welcome, [PII], and thank you for calling APL. Have a good day and weekend.
[CUSTOMER][POSITIVE] Thanks, you too. Bye.
[AGENT][NEUTRAL] Mm bye.