AccountId: 011433970860
ContactId: 912dc530-8e0a-4c7d-aa91-aada1f54b190
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468820 ms
Total Talk Time (AGENT): 213027 ms
Total Talk Time (CUSTOMER): 133863 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/912dc530-8e0a-4c7d-aa91-aada1f54b190_20250117T17:07_UTC.wav
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[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[AGENT][POSITIVE] I'm wonderful, thanks. How about yourself?
[CUSTOMER][NEUTRAL] OK, this is [PII]. I'm calling from Robert Johnson University. I called about a month or so and I was told that the payment was issued, but we don't have it. Can you please check this for me, honey?
[AGENT][NEUTRAL] Yeah, I can look at that for you, Ms. [PII]. And do you mind if I, do you mind if real quick I snag a good callback number?
[CUSTOMER][NEUTRAL] Please, [PII].
[AGENT][NEUTRAL] Thank you. And what's the policy number uh for the, for your patient?
[CUSTOMER][NEUTRAL] Patient ID is 19045.
[AGENT][NEUTRAL] 19045.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can you verify your patient's first and last name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, I don't think that is the policy number for them.
[AGENT][NEUTRAL] I'm really sorry, I'm having that pull up a totally different policy. Do you have any other policy numbers listed?
[CUSTOMER][NEUTRAL] Is it 009954565-01?
[AGENT][NEGATIVE] No, that one's too long.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hold on, let me see, because when I called, let's see, deposit, they told me a payment well they brought it.
[AGENT][NEUTRAL] Nightmares.
[CUSTOMER][NEUTRAL] Claim number.
[CUSTOMER][NEUTRAL] No, they give me the claim number.
[CUSTOMER][NEUTRAL] And the amount was paid.
[AGENT][NEUTRAL] OK, do you have that claim number handy? I can get the policy number off of that.
[CUSTOMER][NEUTRAL] The claim number is what they told me 351-077-3.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect. Hang tight with me one second.
[CUSTOMER][NEUTRAL] OK, and they told me they pay 54529 and they gave me a check number if you want the check number too.
[AGENT][NEUTRAL] I think I found it off the claim. Would you just verify for me again, um, your insured's first, mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you, thank you. And do you want [PII]'s updated policy number?
[CUSTOMER][NEUTRAL] Please, please.
[AGENT][NEUTRAL] OK, the policy number I have for her is 2583293.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] Yeah, my pleasure. And then so I am seeing.
[AGENT][NEUTRAL] This claim right here, hang tight one second. I'm gonna look into it and see if they ended up reissuing something out, but it might take me a minute to look into it, OK?
[CUSTOMER][POSITIVE] OK, alright, thanks.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Hm?
[CUSTOMER][NEUTRAL] OK, just a minute, wait.
[AGENT][NEUTRAL] All right, Ms. [PII]. So I do see that that check was
[AGENT][NEUTRAL] Submitted, um.
[AGENT][POSITIVE] But I do show that it's outstanding. What I can do for you, my friend, is I can put in a request to see if we can have it um voided and reissued.
[CUSTOMER][NEUTRAL] But one quick question, did they send the check to the PO box or the [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That might be half of the pro that might be the problem right there.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so I do show that it went to PO box 21407.
[AGENT][NEUTRAL] Well, so is that not, that is correct?
[CUSTOMER][POSITIVE] Oh no, that's correct. Yeah, that's correct. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I don't know what happened, but it's no worries. I will absolutely let me work on getting this request filled out real quick for you, um, and we will see what we can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9 1011 12, 1, so that's a long time.
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sorry, this request just takes a second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] How's your day been going?
[CUSTOMER][NEUTRAL] Oh good good I'm just looking for you're not working Monday, are you?
[AGENT][NEUTRAL] No, I'm not, are you?
[CUSTOMER][NEUTRAL] No, no, thank God.
[AGENT][NEUTRAL] I know. I've asked a couple people today and they're everyone's like, oh no, I work Monday, and I feel guilty asking, so I'm like ah.
[CUSTOMER][NEUTRAL] Don't, don't.
[AGENT][POSITIVE] Yeah, but no, I'm excited I have it all.
[CUSTOMER][NEUTRAL] Cause I think after this we're not gonna have any time till what? June?
[AGENT][NEUTRAL] I know, yeah. It's a while.
[CUSTOMER][NEUTRAL] I think so.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Business.
[AGENT][NEUTRAL] Information systems.
[AGENT][NEUTRAL] Do you have any fun plans though for your weekend?
[CUSTOMER][NEUTRAL] No, I just want to rest up because it's gonna be cold and snow and everything like that, so yeah.
[AGENT][NEGATIVE] Oh, yeah, it's gonna be really cruddy. Um, I'm getting a new book from the library this weekend and so I'm
[CUSTOMER][POSITIVE] Oh wow, OK, that's cool.
[AGENT][POSITIVE] Oh, and I'm gonna do, I'm gonna join a yoga class. There's one at my gym and it's Saturday. I don't know, whatever. I'm really excited. I've never done one before, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, have fun.
[AGENT][POSITIVE] Thanks. I hope it's fun. I'm I'm a little nervous, but I hope it's fun.
[CUSTOMER][POSITIVE] I know you're gonna have fun.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I am like
[CUSTOMER][NEUTRAL] So it's gonna take like 30 days?
[AGENT][NEUTRAL] For the reissue, typically I, I, it should be less than 30 days, um, it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, it probably 4 or 5 days for them to just follow up on my request and get it reissued and then maybe a week or so for you to get it is the hope, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, all right, is there a reference number?
[AGENT][NEUTRAL] Reference number? Yes, ma'am. It's gonna be my name, [PII] and then my initial to my last name is [PII], and then you can use today's date along with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, and then I'm like 80% done with this. I'll finish out this request, get it put in for you, and then I think we should be good from there, my friend.
[CUSTOMER][POSITIVE] OK, my dear, you have a great weekend, OK?
[AGENT][POSITIVE] Hey you too enjoy your long weekend, have some fun, get some good rest and, and we will talk to you soon.
[CUSTOMER][NEUTRAL] You, you too.
[CUSTOMER][POSITIVE] Thanks, my dear. Take care. Bye-bye. Thank you. Uh bye-bye.
[AGENT][POSITIVE] My pleasure. Bye-bye.