AccountId: 011433970860
ContactId: a04179df-f69d-488a-8cdf-6ccb347f6bc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377779 ms
Total Talk Time (AGENT): 139426 ms
Total Talk Time (CUSTOMER): 116050 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a04179df-f69d-488a-8cdf-6ccb347f6bc2_20250522T17:32_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], my name is [PII]. I'm calling for the provider to check on the claim clarifications. Please know this call will be monitored for quality and claim purposes.
[AGENT][NEUTRAL] OK, um, and we're just checking on a claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII], the [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 00945668.
[AGENT][NEUTRAL] OK and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] First name is [PII], the last name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] [PII] with the total charge $166 even.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm sorry, did you say that was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And that was for $166?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the tax ID for this provider?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that. Um, so I do have a claim here. It was for, um, it was $166.05 from Orthopedic Center of Palm Beach.
[CUSTOMER][NEUTRAL] Mhm. I have a specific question on this.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so we did pay that benefit. um, were you needing the check information?
[CUSTOMER][NEUTRAL] Uh yes, for the state of service, I have 2 different claim number, 2 different check number. Can you please provide the valid
[CUSTOMER][NEUTRAL] Information on this like check number and the claim number.
[AGENT][NEUTRAL] Sure, so the one that I'm looking at currently, uh, that claim number is 359-7190 with the check number of 2042802, um, so are you saying that there were two identical ones from the same date of service?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, OK, one moment.
[AGENT][NEUTRAL] OK, so the first one that we received that um.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] 354-933-3 check number 2,021,920 looks like we voided that check and reissued that so the new check is the 2042802.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Thank you. And the claim number for that is 359-7190.
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] For the latest one.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] 84166.5.
[CUSTOMER][NEUTRAL] Uh, the check number.
[AGENT][NEUTRAL] Yes, uh, 0.05.
[CUSTOMER][NEUTRAL] Yes. And the check number 20.
[CUSTOMER][NEUTRAL] 42802, the single or the bulk one.
[AGENT][NEUTRAL] That is a single check.
[CUSTOMER][NEGATIVE] You shouldn't clear it.
[AGENT][NEGATIVE] So I'm showing this check was issued [PII] and it has not yet cleared.
[CUSTOMER][NEUTRAL] Mowgli I did.
[CUSTOMER][NEUTRAL] Pay your address on file, please.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] The address we have is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you and just give me a moment, OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, thank you for being on hold. And the initial payment was wired, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was that? I'm sorry?
[CUSTOMER][NEGATIVE] The initial payment was voided and issued the new payment.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Can you please provide me the valid date?
[AGENT][NEUTRAL] Uh, when it was voided?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, give me just a moment. Let me get that back up.
[CUSTOMER][NEUTRAL] Mm, sure.
[AGENT][NEUTRAL] OK, um, so that was check 2,021,920 and that was voided on [PII].
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] Thank you. Call reference number?
[AGENT][NEUTRAL] That would be my first name, last initial, and today's date and so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] my first initial No, thank you so much for assisting on this claim today.
[AGENT][POSITIVE] Of course, thanks for calling A you have a great rest of your day.
[CUSTOMER][POSITIVE] Bye. Take care.
[AGENT][POSITIVE] Bye bye thank you.
[CUSTOMER][NEUTRAL] Right