AccountId: 011433970860
ContactId: 9aff9990-f0d4-466c-a0f9-e92b9c4654d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377040 ms
Total Talk Time (AGENT): 147886 ms
Total Talk Time (CUSTOMER): 112276 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/9aff9990-f0d4-466c-a0f9-e92b9c4654d7_20250502T14:38_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] Hi, [PII]. This is [PII] calling for South Florida Spine and sports specialities to check a payment information on the client. Please be informed that this call is being recorded and monitored for quality and training purposes.
[AGENT][POSITIVE] All right, well, I'll be more than happy to help you with the claim payment and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the claim number or the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The claim number is, give me a second. It is 3541741.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The patient's first name is [PII] and the last name is [PII] and the date of birth is on [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And you said you need the the like the check information for this claims payment?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Yeah, sure. The provider's facility name is South Florida Spine and sports specialities.
[AGENT][NEUTRAL] Alright, so I'm showing that check number 201.
[AGENT][NEUTRAL] 8484.
[AGENT][NEUTRAL] It was a single check.
[AGENT][NEUTRAL] For $40.16.
[AGENT][NEUTRAL] Um, it was mailed to [PII]. Is that the correct address?
[CUSTOMER][POSITIVE] Yes, that's the right address.
[AGENT][POSITIVE] OK, because I'm showing it was issued on [PII], but it's still outstanding.
[AGENT][NEUTRAL] So, I can send a request over to our representative to check on the check, and if it has in fact been cleared, we can provide a copy of the clear check. If not, we can void this and reissue.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, OK, so currently it doesn't know the status of the check, right? whether it is cash or not?
[AGENT][NEUTRAL] No, I did, I just provided it. It's outstanding, so it has not been cashed. So since it's over 30 days, we can check on it and void it and get it reissued to you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Actually, I doesn't have access to ask you to reissue those check. So uh if you have access, you can do that.
[AGENT][NEUTRAL] Yes, I'm putting in the request for that to be done.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yes, I have one more claim to check which is actually under the different provider and a different member.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] Uh, can I go with the claim number?
[AGENT][POSITIVE] Yes, the claim number is fine.
[CUSTOMER][NEUTRAL] It's 3549 followed by 3 consecutives. Sorry, let me repeat that. It is 3549 followed by 3 consecutive 3.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The patient's first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And you need the check information for this as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what is the name of the facility of this claim?
[CUSTOMER][NEUTRAL] It is orthopedic center of Palm Beach County.
[AGENT][NEUTRAL] Alright, so I'm showing um for this one is check number 2,021,920. It was also a single check in the amount of 16605.
[AGENT][NEUTRAL] Um, the check was mailed to [PII].
[AGENT][POSITIVE] Um, it was issued on [PII] and I see this one is outstanding as well, so I can send this over if you'd like also.
[CUSTOMER][NEUTRAL] OK. Uh, as I stated, I doesn't have access to that. If you need, you can do that.
[AGENT][NEUTRAL] Yes, that's, yes, ma'am. I just said I will send this one also with the other one. That's all I just said.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, can I get the call reference number for this call, [PII]?
[AGENT][NEUTRAL] There's no call reference number. You can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, that's all for today and thank you for your assistance. Have a great day bye.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APLR. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all for today.
[AGENT][POSITIVE] Alright, thanks for calling API. Have a good weekend. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye.