AccountId: 011433970860
ContactId: 8208e09d-4d81-4f44-85ec-538cae526fe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 751820 ms
Total Talk Time (AGENT): 181101 ms
Total Talk Time (CUSTOMER): 178717 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/8208e09d-4d81-4f44-85ec-538cae526fe7_20250430T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for Southwest, Southwest Paint Center to check the payment information on a claim. Please be informed that this call is being recorded and monitored for quality and training purposes. And I'm really sorry I just missed out your name. Could you please spell it for me?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I can help you with the claims, yeah, yes, [PII], and I can help you with claim status [PII], can you please give me your callback number just in case our call gets disconnected.
[CUSTOMER][NEUTRAL] Yeah, sure, the callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII] and the date of birth is uh [PII]. And the member ID is 02320604.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][POSITIVE] Mhm thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and then may I have the data service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, the data service is
[CUSTOMER][NEUTRAL] [PII] with a bill amount of $2700 even.
[AGENT][NEUTRAL] OK and then what is the name of the facility?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Southwest Paint Center LLC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold [PII] while I look up this claim for us and I'll be right back sir.
[CUSTOMER][POSITIVE] Yeah. Yeah, thank you so much, [PII].
[AGENT][POSITIVE] Thank you, sir. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] 348484.
[AGENT][NEUTRAL] 8, let me see if that's it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh shoot.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you [PII] for holding for me.
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] So I do have the claim. The claim number is 3484848.
[AGENT][NEUTRAL] The claim was paid with check number 1864711.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the amount of $62.80 and after that payment the benefit was maxed out for um the calendar year but if it was exhausted.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Um, let me tell you, and, uh, let's see.
[AGENT][NEUTRAL] I'm looking at it real quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I put this.
[CUSTOMER][NEUTRAL] And all is it a paper check that has been issued?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it was a paper check.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Mhm thank you so much.
[CUSTOMER][NEUTRAL] I'm sorry, may I know the uh check is in single check or in bulk check?
[AGENT][NEUTRAL] It's a single check?
[CUSTOMER][NEUTRAL] All right, uh, may I know the issue date of the check?
[AGENT][NEUTRAL] Issue date was [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, and may I know the mailing address to event that's been sent to you?
[AGENT][NEUTRAL] Yes, it's [PII] and the zip code is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, and uh thank you so much for that and may I know the status of the check? Is it been cashed or still outstanding?
[AGENT][NEUTRAL] Uh, looks like the check was voided, but let me see when it was reissued.
[AGENT][NEUTRAL] Looks like there was another check reissued.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look at this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like uh there was another one reissued. The check number is 1,864,710, was issued on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And it cleared the bank on [PII].
[CUSTOMER][NEUTRAL] [PII] and it's a paper check, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. And it's uh it's the same 6.
[AGENT][NEUTRAL] And it's a single check.
[CUSTOMER][NEUTRAL] For the $62.82.
[AGENT][NEUTRAL] No, this one was for the amount of $75.
[CUSTOMER][NEUTRAL] $75 even.
[AGENT][POSITIVE] Yes. Yes, sir, even.
[CUSTOMER][NEUTRAL] Alright, uh, may I know the mailing address, uh, [PII]?
[AGENT][POSITIVE] Yes, let me get that for you again.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII], that's also in [PII] and the zip code was [PII].
[CUSTOMER][NEUTRAL] Uh yes, so it's [PII], correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Alright, uh.
[CUSTOMER][NEUTRAL] OK, thank you so much. And uh sorry, could you please uh fax the copy of an EOB uh as I could see the total payment is $62.80 and you're saying that it's a single uh single check with $75. May I, uh, could you please fax the copy of the payment of EOP?
[AGENT][NEUTRAL] Yes, I can um what is your fax number?
[CUSTOMER][NEUTRAL] Yeah, the fax number is [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that faxed over to you, [PII] and I'll be right back.
[CUSTOMER][POSITIVE] Yeah, sure, OK. Take your own time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you [PII] for holding for me. I have that fax on its way to you now, sir.
[CUSTOMER][POSITIVE] Yeah, thank you so much for that, uh, [PII], and let me, uh, uh, as you stated the check number 1864711 is been voided, correct?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right. uh, thank you so much for the information, [PII], and that's all for today. May I know the call reference number for this call?
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much for your wonderful assistance, story, and have a great day. Take care. Bye for now.
[AGENT][POSITIVE] You have a great day too, [PII], and thank you for calling APL. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye-bye.