AccountId: 011433970860
ContactId: 93e2aaf1-ae35-4e07-9c7d-1cf14423cd78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487390 ms
Total Talk Time (AGENT): 224803 ms
Total Talk Time (CUSTOMER): 144317 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/93e2aaf1-ae35-4e07-9c7d-1cf14423cd78_20250609T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Warren Clinic and um we were told that a payment was sent uh for a claim but and I sent all the information to our posting department and they said that they have not received that check so I'm trying to find out if the check has been cashed or could we get it reissued.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, OK, I can check on that, uh, status of that check for you. um, what was your name please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Of course it's [PII].
[AGENT][NEUTRAL] OK thank you um do you have the policy number this is in regard to?
[CUSTOMER][NEUTRAL] I do. I have 182-3420.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for that um and then do you have the uh claim number that this was for?
[CUSTOMER][NEUTRAL] I do let me get that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I was told it's claim 353-2207.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So check 2014686.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Got it. OK, thank you. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this was for $36.58. I am showing that it was issued [PII] and that it has not yet cleared, so I can go ahead and get this uh voided and reissued to you. Uh, first, let me verify the mailing address that we have whenever you're ready.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, so we've got that as [PII].
[CUSTOMER][NEUTRAL] Um, no, pardon me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give you a different mailing address.
[AGENT][NEUTRAL] Um, OK, so for me to be able to, um, or for us to be able to resend it to a different address, um, [PII], you would either have to send a different claim form with that information or you could send us a, uh, W-9.
[CUSTOMER][NEUTRAL] OK, and what was that [PII] box again that it was sent to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that zip code?
[AGENT][NEUTRAL] Uh, we have that as [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm not sure why it was sent there because I'm looking at the claim and this shows the billing provider as Warren Clinic in [PII] and has the [PII] address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, we've got the, we've got the payee as um [PII] or [PII].
[CUSTOMER][NEUTRAL] So yeah
[AGENT][NEUTRAL] Is that not correct?
[CUSTOMER][NEUTRAL] I don't even know who
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me see if there was a different claim. Hang on one second.
[AGENT][NEUTRAL] Just for good measure, let me verify that check number again um that was uh 2014686 correct?
[CUSTOMER][NEUTRAL] That's what I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but the payer on the claim should be Warren Clinic. Are you able to look at the claim that y'all received?
[AGENT][NEUTRAL] Let me take a look. Let me see if I can, let's take a look here.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Bear with me just a moment I just thinking about it.
[CUSTOMER][POSITIVE] Mhm, no problem.
[AGENT][NEUTRAL] I need billing provider info, yeah, OK, I do see that, uh, Warren Clinic [PII].
[AGENT][NEUTRAL] Let's see what else we might have gotten. I don't know where that confusion is that address, uh, affiliated with you all at all that you're aware of?
[CUSTOMER][NEUTRAL] Yes, yes, oh, you mean the one in [PII]?
[AGENT][POSITIVE] It is OK.
[AGENT][NEUTRAL] Yes, yes, the one that we sent this to.
[CUSTOMER][NEUTRAL] The one in the calendar I don't.
[CUSTOMER][NEUTRAL] I don't have any idea what that address is, but I'm also not in the posting department, um, but yeah, I know this [PII] address that is where we're to send all of our, all of the, uh, checks to.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I see there might have been some confusion regarding that because I know sometimes we have saved preferred addresses to send um like check information to or EOBs uh so I don't know if that might be where that hiccup is um are you able to send us a W-9 with this correct uh information?
[CUSTOMER][NEUTRAL] Um, I can, uh, do I need to email it to you?
[AGENT][NEUTRAL] Um, you can fax it. um, I, I do have a mailing address, but you can, I feel like faxing would probably be quicker.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, what is the fax number?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and I'm assuming there needs to be uh a cover sheet referencing something?
[AGENT][NEUTRAL] Yeah, um, so if you just wanted to mention of course the um claim number the check number, if you wanna put the policy number you can but really the claim number and the check number are what's uh most important to be able to link this from what I'm guessing and I can't see the I see what's submitted to us but I don't see the claim form so I'm wondering if that information was on the form.
[AGENT][NEUTRAL] Um, and that might have been where the confusion was, but either way this will alleviate that. So once we have the correct address we'll be able to get this one voided and then reissued to obviously where it's supposed to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright well I will get that sent over. Is there a reference number for this call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] No, that was it. I really appreciate your help, [PII] and I hope you have a wonderful day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] You too thank you bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.