AccountId: 011433970860
ContactId: 84971a7e-8542-405d-b2fd-d2ce3888fd18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421369 ms
Total Talk Time (AGENT): 143287 ms
Total Talk Time (CUSTOMER): 89001 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/84971a7e-8542-405d-b2fd-d2ce3888fd18_20250318T15:51_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, um, I just spoke to a rep and.
[CUSTOMER][NEUTRAL] Um, we have a data service that was paid but we never received the check from January. Um, we just wanted to see if you can uh stop payment and reissue another check for this patient.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII] calling from Treasure Coast Community Health.
[AGENT][POSITIVE] Thank you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Do you have that claim number available?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I don't have the claim number, but I can give you like the check number, the patient NP or ID number or.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, what's the policy number for the patient?
[CUSTOMER][NEUTRAL] It's gonna be 02511267.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is this for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is that data service?
[CUSTOMER][NEUTRAL] It's gonna be 12-1120 24.
[AGENT][NEUTRAL] Get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the dental provider name?
[CUSTOMER][NEUTRAL] It is gonna be [PII].
[AGENT][NEUTRAL] Right, I didn't know I would never have known how to say that name.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And that was for a payment of 132.
[CUSTOMER][POSITIVE] I hope I'm pronouncing it correctly, yeah.
[AGENT][POSITIVE] It sounded good to me.
[AGENT][NEUTRAL] And what is the, now we've sent that check to [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so, uh, what I'm going to do if you'll hold just one moment, I'm going to put in a request that we stop payment on this check and reissue another since the address is correct and it has been.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, 30 days since that was sent.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment. It'll take me just a minute, but you'll bear with me.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Alright thank you alright thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I can give you that claim number if you want that um.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] The claim number is 3549204.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] plan
[CUSTOMER][NEUTRAL] Um, but it is $80.
[AGENT][POSITIVE] Just about to. I apologize.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And now my computer is just suspended.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and that has been issued. I would give it, um, normally.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Normally it takes between 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Especially since that address is correct, so we don't need any additional information.
[AGENT][NEUTRAL] Um, if you receive that check number 2021805, you will not be able to cash it, so.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] Just to let you know. And hopefully, you'll get that new check with no time at all. Anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Well, [PII], it was a pleasure to assist you with that claim um information and we'll get that reissued and thank you for calling APL. Anything else?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, quick question, can I just get um name and a reference number in case we need to call back?
[AGENT][NEUTRAL] Sure, absolutely. My name is [PII]
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] First initial last name [PII] and the reference number is my name and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK sounds good thank you so much.
[AGENT][POSITIVE] And thank you for calling APL Cecilia. You have a wonderful day.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.