AccountId: 011433970860
ContactId: 8b8f8018-7b15-493e-909f-72c3b70fad75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339220 ms
Total Talk Time (AGENT): 144705 ms
Total Talk Time (CUSTOMER): 84646 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/8b8f8018-7b15-493e-909f-72c3b70fad75_20250219T15:34_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I would like to follow up on a claim please.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the claim status and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02312747
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you'd like me to check on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] $1,9001,909.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] 1,909.
[AGENT][NEUTRAL] OK, and [PII], do you mind if I place you on just a brief hold while I locate the claim for you?
[CUSTOMER][POSITIVE] Of course thank you.
[AGENT][NEUTRAL] All right, you're welcome. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, wait, this is the same claim.
[AGENT][NEUTRAL] And it was voided, so this, OK.
[AGENT][NEUTRAL] let me make sure though.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK, yeah, I thought so that's what I thought.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So we received the claim, um, well, twice. Um it was received on [PII], but that one was voided, so it looks like we voided and reissued it. Are you wanting the original or that reissued claim?
[CUSTOMER][NEUTRAL] I'm actually trying to track down the payment because we haven't received it yet. I know it's got a pending payment of $500.
[AGENT][NEUTRAL] OK, so let me check this um reissued one and see what the status, if I can see the status on that check. Hold on one second. Did you need the check number or anything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have it, but if you have it, I just to verify if I have the right one in the notes.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] For the reissue check is 202-6819.
[CUSTOMER][NEUTRAL] And when was that reissued?
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] This was reissued on [PII]. OK, so you probably haven't received that yet.
[CUSTOMER][POSITIVE] Yeah, no, but that's perfect. I'm glad it was reissued because the lights I had was a check that was on [PII], so.
[AGENT][NEUTRAL] Oh, OK, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need to confirm anything?
[CUSTOMER][NEUTRAL] So yeah that's the information I need then we'll just allow time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, we'll just allow time to receive that check actually I take that back. Can you just confirm the address it was sent to?
[AGENT][NEUTRAL] Sure. Um, so it's sent to [PII].
[CUSTOMER][NEGATIVE] So that's actually the wrong address.
[AGENT][NEUTRAL] OK, I'm glad we checked it. What's the correct address?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So I will go ahead and send a request over now so that we can stop that check and um reissue it to the correct address.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, not right now. If I could just get a reference number please.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][POSITIVE] Alright thank you so much and I appreciate your help today.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Yeah, have a good day. Bye.