AccountId: 011433970860
ContactId: 90c53082-7211-4911-b364-0553af8e00f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 570200 ms
Total Talk Time (AGENT): 198649 ms
Total Talk Time (CUSTOMER): 220957 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/90c53082-7211-4911-b364-0553af8e00f1_20250312T22:13_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm pretty good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. Um, I apologize ahead of time. This seems like quite a doozy of a situation and I'm not quite sure what to do so I've got a uh a provider on the line, and she said that she received a letter from us, uh, stating that we sent her a check and it was sent to her in error and we need a refund. She has no record of seeing this patient nor of receiving a check at all. I was able to get the claim number.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And the check number, of course the check number has her address that she verified and it does show that it cleared um and I pulled up the policy I do see a note um that uh they found an error while they were training I guess um that it was processed to the incorrect provider so but she's stating that she never received that check so I'm not quite sure what to do in this situation.
[AGENT][NEUTRAL] OK, that's fine. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 24 excuse me, 2342994 and it is for part one. I'm sorry.
[AGENT][NEUTRAL] And what, what is the
[AGENT][NEUTRAL] Part one, and what, yeah, what is the claim, the claim number?
[CUSTOMER][NEUTRAL] Yes, that is 3532.
[CUSTOMER][NEUTRAL] 301.
[AGENT][NEUTRAL] OK, sure, um, hm, well, what we can always do is, uh, I'll, I can put in a request for the, uh, you know, to check that at the.
[AGENT][NEUTRAL] He signed it, um, so that's always.
[CUSTOMER][NEUTRAL] Oh OK that's smart. I wasn't sure what we were able to do in that kind of situation.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, yeah, it's, it's kind of strange. Um, so let's see what we have here.
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] Whatever is fine and, and uh pain in spine hospital.
[CUSTOMER][NEUTRAL] Yes, yes, and she did verify that's the name of their practice um and the address the check was sent to, um, that's what she cited.
[AGENT][NEUTRAL] OK, yeah. That's, no, that, that shouldn't be a problem. Um.
[AGENT][POSITIVE] So what I can do is I can, I can talk to her and I can, I can tell you what.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][POSITIVE] I know, I'm sorry.
[AGENT][NEUTRAL] OK, so the, no, no, uh, so what is the check number again? What is the?
[CUSTOMER][NEUTRAL] That was 2014625.
[AGENT][POSITIVE] 65, great. No, that's great. So what I can do is I'll just go ahead and, and talk to her and uh we can figure it out.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I sure appreciate your help thank you. Are you ready for her now?
[AGENT][NEUTRAL] Uh, sir, what, what is her name? What is her name, by the way?
[CUSTOMER][POSITIVE] Oh [PII] [PII], yes, yes, thank you. Are you ready for her now?
[AGENT][POSITIVE] [PII], OK, great. Thank you.
[AGENT][POSITIVE] Yes, uh-huh, thank you.
[CUSTOMER][POSITIVE] Alright, I sure appreciate your help thanks bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you for contacting ATL. My name is [PII]. I'm in the claims department. I'm just pulling up this record for um a uh um [PII] and, uh, OK, so you're, you're saying that you've never received this, uh, um, this check and so is, is the address [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, when was this check sent?
[AGENT][NEUTRAL] It looks like it was sent on [PII].
[CUSTOMER][NEUTRAL] OK, let me go through my deposits all the way back to November.
[CUSTOMER][NEUTRAL] And see that way because I.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, what I'm going to do is I'll go ahead and pull the, the canceled check and then we can see how it was, how it was uh um canceled. uh, but, um, and I'm just trying to pull the record here and I apologize my computer is a little bit slow, um, but it's so, uh, [PII] is not one of your patients, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, not on my patients and I mean, so I, I, you know, I give my information to the biller and then she checks, so I'm, I wanna double check through my deposit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Around November time if there was anything deposited you said it was, it was made when?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]. And it looks like they, they paid it to the wrong individual so it may, that may be why uh for the wrong, um, for the wrong po wrong insured and that's what I'm trying to find out now.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Alright, so let me just
[CUSTOMER][NEUTRAL] I'm looking to see if there was any deposit for $500 made.
[CUSTOMER][NEUTRAL] Around December time.
[CUSTOMER][NEUTRAL] Well, from [PII] on.
[CUSTOMER][NEUTRAL] As you said, I'm looking.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I don't see anything all the way up to [PII]. I can continue more.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see December
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright see you tomorrow.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Does she need a follow up? OK, hold on one second. I'm gonna, I just have to check the patient out.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I'm just continuing to look through any $500 deposit that I see.
[AGENT][NEUTRAL] OK, um, well, what I can do is, uh, if I can find a copy of the uh fax or excuse me of the canceled check, and would you like me to fax that to you and then that might be, would that be helpful in, in trying to find it or?
[CUSTOMER][NEUTRAL] And account
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, maybe like, does it have an account number that it would show which account it went like even if it's just the last four?
[AGENT][NEUTRAL] Yes, it, it should, yeah, it should show, uh, on the back, uh, of the, usually we get the front and the back of the check and it should show, um, not only, uh, what, uh, what can, what cashed it or or when it was cashed and what account it went to. They usually stamped that on the back of the check and then that way we would be able to see from that.
[CUSTOMER][NEUTRAL] OK, because I'm still looking, let me just finish here too.
[CUSTOMER][NEUTRAL] Yeah, I mean you can go ahead and do that.
[AGENT][NEUTRAL] Certainly, what is your, your fax number?
[CUSTOMER][NEUTRAL] Um, but
[CUSTOMER][NEUTRAL] [PII] are you sending it to me now?
[AGENT][NEUTRAL] Oh, no, I have to actually have it pulled. Um, I, I probably won't have it until tomorrow. And is there a good callback number in the event that I have, uh, any questions?
[CUSTOMER][NEUTRAL] To look it up, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me, thank you very much. Let me see if I can't find this. That may be the thing that uh kind of uh settles this. So let me go ahead and put in a request for that copy of that check, and then we can just research it a little bit more. I'll research it on my end and then we can see uh um.
[AGENT][NEUTRAL] You know, what, what is going on with this check.
[CUSTOMER][NEUTRAL] Yeah, because I don't see it at all in my account at all, yeah.
[AGENT][NEUTRAL] OK. OK. Well, let me go ahead and uh and look this up and, and then we can, we can kinda go from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you OK bye bye.
[AGENT][POSITIVE] OK, thank you for contacting AP have a good day.