AccountId: 011433970860
ContactId: 9d84db82-7f00-4512-8337-89b5deedd738
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230279 ms
Total Talk Time (AGENT): 83938 ms
Total Talk Time (CUSTOMER): 67388 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/9d84db82-7f00-4512-8337-89b5deedd738_20250324T19:59_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am calling in regards to an unpaid claim. I've called a couple times on it, but I just wanna check the status.
[AGENT][NEUTRAL] OK, and what's that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, um, it looks like patient's ID number is [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct number is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service on this?
[CUSTOMER][NEGATIVE] Um, so this one's old, um, it's from [PII]. Um, every time I've called, um, it says that the claim was processed and paid out already, um, for, uh, $249 but on your guys' end it was never cashed and the person that I spoke to last said they were gonna send it over to the billing department to have them research the check but we still haven't heard anything back.
[AGENT][NEUTRAL] OK, let me just check. Excuse me, just one moment please. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so what we did with this is we actually voided out the check. Um, the check for this particular, uh, claim had to be voided out 1st. 1st of all, we had to, we had to send it through and, and see if the, if the bank had ever, if anybody had ever tried to cash it. And then at that point, they, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That we sent the check uh to be voided and it looks like that was done today. And so what will happen at that point is that they will um they will go ahead and reprocess the check. Now I'm showing that the original check went to [PII]. Does that sound right?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Yeah, that is the correct address.
[AGENT][NEUTRAL] OK, so what's going to end up happening is that they will reproces that check, uh, repro, excuse me, reprocess that claim, and they will reissue the check and that's usually uh a.
[AGENT][NEGATIVE] It usually takes about 8 to 10 business days for you to receive it, but that is what has happened is that that we actually had to we had to uh research the check, void it, and then we're going to reissue it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, no problem, um, and then, um, can I just get a reference number for our call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] No, that's, that's everything thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good.