AccountId: 011433970860
ContactId: 90bc01bf-1ba6-4b3d-8a99-4166daf1e082
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404190 ms
Total Talk Time (AGENT): 111105 ms
Total Talk Time (CUSTOMER): 254298 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/90bc01bf-1ba6-4b3d-8a99-4166daf1e082_20250530T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, Mrs. [PII], how are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] Very good, very good. I received a letter.
[CUSTOMER][NEUTRAL] From you, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] OK let me check. Do I give you the pay pay you reference number?
[AGENT][NEUTRAL] Do you have like a policy number? What do you have?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, I have the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want to go? OK.
[CUSTOMER][NEUTRAL] So to take me.
[CUSTOMER][NEUTRAL] The number I group it was it is uh 1493.
[CUSTOMER][NEUTRAL] And they say pay it I.
[AGENT][NEUTRAL] I'm sorry, I got 149 and it's really hard to hear you.
[CUSTOMER][NEUTRAL] 0, 15493.
[AGENT][NEUTRAL] OK, that sounds like the group number. Do you see like a policy or a certificate number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Let me see, let me give you this number to see, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There is a payer ID 68801.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, it wouldn't be that.
[CUSTOMER][NEUTRAL] Oh, let me give you 02497667 M like Martin L like Larry and 7.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Read that back one more time.
[CUSTOMER][NEUTRAL] OK, 02497660 ML 7.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's saying in hospital, it say hospital benefit center number.
[AGENT][NEUTRAL] What is your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] you know
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And what is the address we would have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so you're calling because you got a letter from us?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What does the letter say?
[CUSTOMER][NEUTRAL] Yes, ma'am. That is a.
[CUSTOMER][NEUTRAL] This is a, it's a check amount.
[CUSTOMER][NEUTRAL] For 1300 and 22.
[CUSTOMER][NEUTRAL] Um you.
[AGENT][NEUTRAL] Do you have
[AGENT][NEUTRAL] Do you have the check number?
[CUSTOMER][NEUTRAL] Uh, the check number 2005512.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] you know.
[CUSTOMER][NEUTRAL] you go back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][POSITIVE] You'll get on the side with you guys.
[AGENT][NEUTRAL] OK, so the check is for um a date of service of [PII] of this year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK yeah.
[AGENT][NEUTRAL] It was a payment on a claim that was submitted by an anesthesia physician solution.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, if you owe that provider anything additional for the services that were given to you, you can take that check and pay them.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, but I don't have to.
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] I don't have the check. That check I don't have.
[AGENT][NEUTRAL] So you got a letter just stating that like why haven't you uh why haven't you cashed the check? Is that basically what it's saying?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's saying, uh, let me say during the our record we discover that the abo reference check number issued to you has not been pro uh presented to our bank for payment.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] We have this information below to assist you.
[CUSTOMER][NEUTRAL] In allocating and defending the status of the check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then they become the reference check the number, the date, amount.
[AGENT][NEUTRAL] OK, so it was sent to [PII]. Is that the right address?
[CUSTOMER][NEUTRAL] It's all it's all.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, that's the correct address.
[AGENT][NEUTRAL] OK. The check still shows outstanding, so what we'll do is just void it and then reissue a new one.
[CUSTOMER][NEUTRAL] Do you know what I got.
[CUSTOMER][NEUTRAL] OK, OK, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I can check on?
[CUSTOMER][NEUTRAL] Anything, no, no, that's.
[AGENT][POSITIVE] All right, thank you for calling APL [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] right.