AccountId: 011433970860
ContactId: 8b4a981f-bcbc-4325-add2-084bbe983260
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393420 ms
Total Talk Time (AGENT): 109176 ms
Total Talk Time (CUSTOMER): 146879 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8b4a981f-bcbc-4325-add2-084bbe983260_20250506T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, good afternoon. My name is [PII]. I'm calling regarding a claim status, please.
[AGENT][NEUTRAL] I'm sure, but I can assist you with claim status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, the policy number is 01852130 M as in Mary, L as in Louis, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, her name is [PII] and date of birth is um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you need claim status or just to verify the benefits?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] Uh, in fact, um, this claim has been paid, but, um, the last time I called they told me that it was, um, outstanding, but it was more than 30 days, so I request a reissue for the check.
[AGENT][NEUTRAL] OK, and what's the date of service and bill charges on the client?
[CUSTOMER][NEUTRAL] Yeah, that will be [PII], and the total bill amount is $5,946.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I'm sorry, please verify the patient's name and date of birth one more time.
[CUSTOMER][NEUTRAL] Yes, her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] [PII], maybe I said 25, my apologies. 42924.
[AGENT][NEUTRAL] Yeah, I'm sorry. Yeah.
[CUSTOMER][NEUTRAL] And the bill amount is $5,946.
[AGENT][NEUTRAL] OK, one.
[AGENT][NEUTRAL] OK, I do show where we received the claim the first time and then we received it again, but they denied for duplicate but you request for it to be reissued.
[CUSTOMER][NEUTRAL] Yes, I, I have a claim number. They told me 5, I'm sorry, 356.
[CUSTOMER][NEUTRAL] 2894.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] They gave me this number for the claim and also um gave me a check number and uh payment approof.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] Somebody else checked that it was um still outstanding, but it was more than 30 days.
[CUSTOMER][NEUTRAL] I spoke to [PII] on um [PII].
[AGENT][POSITIVE] OK. Yes, ma'am. And actually, I'm showing that it's still outstanding. I'm not showing, um, let's see.
[AGENT][NEUTRAL] Where they've reissued a new check. So what I would do is send a request to have the check reissued and just allow um
[AGENT][NEUTRAL] I see 3 to 5 business days for it to be reissued. You should give us a call back and it should be reissued by then.
[CUSTOMER][NEUTRAL] OK, so let me ask you a question. I have a check number 2027-333. That was, um, they told me that that was um shows outstanding with the more than 30 days um she she sent to reissue that one or she never did it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm not showing it on the file. Let's see. That's what I'm looking for.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm sorry, when did you speak with her?
[CUSTOMER][NEUTRAL] Uh, that was, uh, 4:15 25.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. I apologize. I don't see where it was um issued. What I would do is issue it. Um my name is [PII]. That's the reference number, my name and today's date. It's spelled E V I E, last initial [PII], and today's date, and I'll send this request for it to be reissued and please allow 3 to 5 business days.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] 3 to 5 business days. OK, Evie. Um, this is the call reference. All right, Evie. I really, really appreciate your help. Thank you so much. OK?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Not at the moment, thank you.
[AGENT][POSITIVE] OK, thank you, my life, for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.