AccountId: 011433970860
ContactId: a12b017c-31e8-4c8f-8922-e9b8fffddd9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224330 ms
Total Talk Time (AGENT): 91167 ms
Total Talk Time (CUSTOMER): 102948 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/a12b017c-31e8-4c8f-8922-e9b8fffddd9b_20250312T20:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Regional radiology on a patient that um has an outstanding balance with us, but she, she faxed me her explanation of benefits and it says that you guys paid but we haven't received the check yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. Well, I can check on the check for you. I'm definitely sorry that you haven't received it yet. [PII], um, may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, the number is [PII].
[CUSTOMER][NEUTRAL] 277.
[CUSTOMER][NEUTRAL] 0191.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 019.
[CUSTOMER][NEUTRAL] 12979.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Do you need the claim number? I have the claim number.
[AGENT][NEUTRAL] Um, yes, I can use the claim number also, um, but first, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her 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 which claim number would it be?
[CUSTOMER][NEUTRAL] 355-9904.
[CUSTOMER][NEUTRAL] Its data service 214-2024.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's check number 2.
[CUSTOMER][NEUTRAL] For regional radiology, I'm sorry.
[AGENT][NEUTRAL] That's OK. Let's check 202-624-3. Hold on one moment, let me see if I can get an update on the check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's still showing as outstanding and it has been 30 days. We issued it on [PII]. So if you like I can send this back to um [PII] so that we can check on the check and if we need to reissue it, we can. If it has been cleared and it just doesn't show for some reason, we can
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Can you tell me where you mailed it to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] 21892189 yeah that's correct, hm.
[CUSTOMER][NEUTRAL] Chalmet 70044 is that what you have?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, what I'm gonna do is I'm gonna give it another couple of days because we do have a stack.
[CUSTOMER][NEUTRAL] Of um
[CUSTOMER][NEUTRAL] Checks that need to be posted to patients accounts and it may be in there it's just so many to look through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just was really calling to make sure that it was mailed to the correct address.
[AGENT][NEUTRAL] OK, did you
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] Did you still want me to send the request over to [PII], or you want to check your side and see first, or how do you want me to do that?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So Wednesday if I don't have it posted by Friday I'm gonna call you back and have you reissue it, is that OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm, that's totally fine. I'll go ahead and note the policy. I am the only [PII] here, so if you needed to get back to me, you could, but any other representatives will be more than happy to help you.
[CUSTOMER][POSITIVE] Oh sweet OK.
[CUSTOMER][POSITIVE] Alright, Miss [PII], thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] All right you too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.