AccountId: 011433970860
ContactId: 94c08bc6-8583-44ab-ac57-8bdc590a47e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308010 ms
Total Talk Time (AGENT): 137208 ms
Total Talk Time (CUSTOMER): 85277 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/94c08bc6-8583-44ab-ac57-8bdc590a47e4_20250528T15:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I need to follow up on a claim please.
[AGENT][NEUTRAL] OK, well, I can help you with the claim status. Are you the insured or you're calling from a provider's office?
[CUSTOMER][NEUTRAL] I'm the provider.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Provider
[AGENT][NEUTRAL] May I have your name and a good contact number in case we're disconnected? OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII] I'm giving you my cell phone, Lord, [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 603-549
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] 450.
[AGENT][NEUTRAL] Alright. And do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Not a problem thank you.
[AGENT][NEUTRAL] You're welcome, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What now, so this is, this is that.
[AGENT][POSITIVE] But what is it? Oh, there it is right there. OK, I got it.
[AGENT][POSITIVE] 9790, so you're still the right thing now.
[AGENT][NEUTRAL] So I know.
[AGENT][NEUTRAL] OK, hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. So I'm showing that the claim was received on [PII].
[CUSTOMER][NEUTRAL] I know I had to resend it.
[CUSTOMER][NEGATIVE] Because I spoke to some people in January so it was resent.
[AGENT][NEUTRAL] Yes, it looks like the previous claim was voided and the one I was going to give you is the recent one. did you need that information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But did they, I don't, I've never received a payment on it, so unless it went to the patient.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] OK, so did you need the claim number or anything, the check number for the recent one, or you just want an update on it?
[CUSTOMER][NEGATIVE] Well, if you send it we didn't receive it, so I need to know it's, I mean this is ridiculous this is I mean 6 months.
[AGENT][NEUTRAL] Is the correct address [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, that's where it's being sent to. We mailed it on [PII], so it's being sent to the correct address, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I mean, I can reach out to claims again, send them another request and let them know that you haven't received it, um.
[AGENT][NEUTRAL] And we can go that route. I mean, we kind of can't speak on the mail, but it.
[CUSTOMER][NEGATIVE] Well, that has to be done. We haven't received it. That's been a month and a half, so and this is going on 6 months and uh our, our mail system over here is not the best in the world, evidently.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I'm sorry y'all are having to do that.
[AGENT][NEUTRAL] Well, no, no, it's no problem at all. We just want to get it to you. So I'll go ahead and send claims and requests and let them know that um this check has not been received because it is well over it is over the 30 days. Um, so we can check on the check and then reissue it, um, and then, you know, they'll let you know next steps because I don't know if there's like a, I don't think there's like a limit to how many times we can void and reissue or if we need to try to see what's going on with the mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I've been working on a claim for 2 years. I keep sending it to the wrong address instead of [PII], they're sending it to [PII] and I'm like, oh my gosh, but anyway, if I can have a reference number for this call, I would appreciate it.
[AGENT][NEUTRAL] Sure, there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII] and my name is [PII]
[CUSTOMER][POSITIVE] OK, thank you so much I sure do appreciate it you have a wonderful day.
[AGENT][POSITIVE] You're welcome, [PII]. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you.