AccountId: 011433970860
ContactId: 91ab8860-cf2f-4f74-920b-7acd1fc76e5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415579 ms
Total Talk Time (AGENT): 88053 ms
Total Talk Time (CUSTOMER): 187396 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/91ab8860-cf2f-4f74-920b-7acd1fc76e5d_20250211T20:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you.
[CUSTOMER][NEUTRAL] [PII]. Uh, hi, I'm [PII] calling from provider's office regarding our claims.
[AGENT][NEUTRAL] This is [PII], may I help you?
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] [PII] with [PII] [PII].
[AGENT][NEUTRAL] OK, can you give them, give it to me one more time?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] with [PII] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01.
[CUSTOMER][NEUTRAL] 989-438 M as in Mike L as in Lima H.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Members, uh, first name is going to be [PII] and the last name is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] One data service.
[CUSTOMER][NEUTRAL] There are services on [PII] with a bill amount of $4,072 even.
[AGENT][NEUTRAL] Hold on just a moment, I'll look that up for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is the procedure code on that bill?
[CUSTOMER][NEUTRAL] The procedure bill on this claim is [PII] and 45381.
[AGENT][NEUTRAL] OK, it looks like we paid $148.70.
[CUSTOMER][NEUTRAL] OK, you are stating that the claim was received and paid, right?
[AGENT][NEUTRAL] I didn't understand your question.
[CUSTOMER][NEUTRAL] You're stating the claim was got paid.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I know when did you receive the claim?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Do I.
[AGENT][NEUTRAL] It was received on 12:16.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] 24
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was processed on 12-16-24.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you're sharing the allowed and the payment amount is same.
[AGENT][NEUTRAL] I didn't say anything about the amount.
[CUSTOMER][NEUTRAL] 140. May I know how?
[CUSTOMER][NEUTRAL] How much is the uh what is the mode of the payment? How was the claim was got paid whether it was paid through EFT or check.
[AGENT][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] Could you please help me the check number?
[AGENT][NEUTRAL] 2018479.
[CUSTOMER][NEUTRAL] 2018479. OK. May I know when it was issued?
[AGENT][NEUTRAL] 1216 24.
[CUSTOMER][NEUTRAL] OK, but uh could you please help me with a clear date of the check?
[AGENT][POSITIVE] It's still showing outstanding.
[CUSTOMER][NEUTRAL] Mhm. OK, I just wanted to confirm, verify the pay to address whether I it was a claim the check was paid to address or not. Yeah, the pay pay to address here is mm, it's [PII]. Is that paid address is correct?
[AGENT][NEUTRAL] That's where the check went to.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, where you are sending the pay orders is correct, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm. OK. Like, uh, however, yeah, it was like we have been crossed, uh, 60 days, and, but the check was not yet cashed. Can you please reissue the new check for the same pay to address [PII].
[AGENT][NEUTRAL] Yes, I will get it void and reissued.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yes, I will get it voided and reissued.
[CUSTOMER][NEUTRAL] OK. Uh, like,
[CUSTOMER][NEUTRAL] It will be possible to help me in providing the new check number.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] We will not have a a new tech number till the claim is reprocessed.
[AGENT][NEGATIVE] It'll take up to 3 to 5 business days to void and reissue.
[CUSTOMER][NEUTRAL] Sure, good. Could you please help me with the claim number?
[AGENT][NEUTRAL] 3541289.
[CUSTOMER][NEUTRAL] 357. OK, it will be not, uh, setting it would be not possible over the phone to do issue a new check. It would take around 3 to 5 business days to reissue a new check to the pay to address like [PII]. Am I right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, OK, can you spell your name with the last name initial for the documentation purpose, please.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial is [PII]
[CUSTOMER][NEUTRAL] [PII], OK, the call references first name and the last name that's right.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Right, in today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. OK, that's all the information I need. Thank you for assistance. Have a wonderful day ahead.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Sure.