AccountId: 011433970860
ContactId: 98fa6d97-5a9b-43a8-beaa-13eec4183ea5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347700 ms
Total Talk Time (AGENT): 186653 ms
Total Talk Time (CUSTOMER): 86220 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/98fa6d97-5a9b-43a8-beaa-13eec4183ea5_20250121T22:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with home speaking. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and I'm calling you. I'm sorry, I'm calling to check the status of the claim.
[AGENT][NEUTRAL] OK, your provider?
[CUSTOMER][NEUTRAL] Yes ma'am, I am.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the policy number you're calling about?
[CUSTOMER][NEUTRAL] It is 02149755.
[AGENT][NEUTRAL] OK. Thank you for that information. Verification of coverage does not guarantee the payment of a claim. I can assist you with the claim status check. Once I get that information pulled up, I'm gonna have you verify some information. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, verify the member's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and what is the data service and charge amount you're looking for?
[CUSTOMER][NEUTRAL] It is for 6-10-2024 and the bill, the bill amount was 1900.
[AGENT][NEUTRAL] 191,900 even.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Verification of coverage does not guarantee the payment of a claim, and that claim would have been, let's see here.
[AGENT][NEUTRAL] Who who's the provider on that claim?
[CUSTOMER][NEUTRAL] Um, it's Olympia anesthesia is the facility. The physician was Job.
[AGENT][NEUTRAL] Anesthesia. OK.
[AGENT][NEUTRAL] OK, let me check this one that we have here. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for your patience.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So I am seeing here that we did receive that claim for $1900 even.
[AGENT][NEUTRAL] And this was from uh the Olympia anesthesia and this one looks like it had a modify QZ on it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] For the uh CRNA for the CRNA, OK, so I'm showing that that claim came in on.
[CUSTOMER][NEUTRAL] Uh, that would be correct.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII], that claim made a payment on [PII].
[AGENT][NEUTRAL] That payment was in the amount of $559.17. That was a single check. I can give you the check number if you would like.
[CUSTOMER][NEUTRAL] Yes ma'am, and that amount was 559. 17.
[AGENT][NEUTRAL] Yes, ma'am. Mhm. And that that check number is 186553.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, can you tell me if that was what address that would be in the mail to?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] The address that was placed on the uh that was in [PII], [PII].
[CUSTOMER][NEUTRAL] OK, I have not received that payment that's why I'm questioning which address it was sent to.
[AGENT][NEUTRAL] OK. Do you have a copy of the HPA 1500 that you sent?
[CUSTOMER][NEUTRAL] Uh, I mean, do you want me to give you the address? I just wanna verify you sent it to the correct.
[AGENT][NEUTRAL] Yeah, yeah, give me the address, mhm, go ahead and give it to me.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII] my my client's coming up. I wanna make sure I'm giving you the right one. Where's my [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's the address that we sent it to and I also looked the checkup. The uh check was cashed and I'm showing that it was, uh-huh, it was cashed on [PII]. Wait a minute, wait a minute. What is that? No, hold on one second.
[CUSTOMER][NEUTRAL] And you do show
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Let me go back.
[AGENT][NEUTRAL] I gave you the wrong check number. Let me give you the correct check number. I'll left a digit out.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 186-855-3.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Let me check and see.
[CUSTOMER][NEUTRAL] 53 OK.
[AGENT][NEUTRAL] If if it's been cashed yet let's see.
[CUSTOMER][NEUTRAL] You don't, it has not been cash?
[AGENT][NEUTRAL] No, I said let me check and see. I have to check. Give me a moment to check and see. So let's see, so I'm showing this one is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Does not look like it's been cashed, but it was sent to that PO box that you just verified, so that is the correct PO box.
[CUSTOMER][POSITIVE] Yes ma'am, that is the correct PO box.
[AGENT][NEUTRAL] OK, so what I can do at this point since that is so old, I can issue a, uh, send a request to the finance department to do a void and reissue, OK?
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] Alright, and is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Is there a reference number for this call today?
[AGENT][NEUTRAL] It's gonna be my name, [PII], the last initial [PII] and today's date, that'll be your reference for the call.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] All right, thank you for calling ATL Ms. [PII]. Have a great day and stay safe bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.