AccountId: 011433970860
ContactId: a223a62e-2cad-4752-b4a9-22799d599395
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387690 ms
Total Talk Time (AGENT): 91113 ms
Total Talk Time (CUSTOMER): 95055 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/a223a62e-2cad-4752-b4a9-22799d599395_20250611T16:33_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, uh, good morning, good afternoon. My name is [PII] and I'm from provider's office to check on some claim information.
[AGENT][NEUTRAL] OK, I'm happy to check on the claim, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 01964867.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII], the date of birth.
[AGENT][NEUTRAL] Data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the build out?
[CUSTOMER][NEUTRAL] $373.96.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Thank you for your patience. So this claim was showing received on [PII].
[AGENT][NEUTRAL] Process [PII], there was a benefit payment sent in the amount of $75 in a single check.
[CUSTOMER][NEUTRAL] Uh, could you please let me know the address where the check was sent to?
[AGENT][NEUTRAL] Showing [PII].
[CUSTOMER][NEGATIVE] OK, actually this is the uh wrong address.
[CUSTOMER][NEUTRAL] And regarding this, uh, doctor has already, uh, returned the check.
[AGENT][NEUTRAL] What is the correct mailing address?
[CUSTOMER][NEUTRAL] Uh, that would be uh [PII].
[AGENT][NEUTRAL] Alright, let me double check and see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so just to reconfirm, the [PII] you said is [PII], is that right?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII] and then what's the zip?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can put in to void this check and have a new one reissued to the correct address.
[CUSTOMER][NEUTRAL] OK. Uh, is there any ticket number or anything like that?
[AGENT][NEUTRAL] There's a claim number.
[CUSTOMER][NEUTRAL] And I just wanted to uh know like, uh-huh.
[CUSTOMER][NEUTRAL] Uh, have you received the check?
[CUSTOMER][NEUTRAL] Which was sent by the office.
[AGENT][NEUTRAL] The return check?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, may I get the date when that was received on?
[AGENT][NEUTRAL] The document date shows [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how many days the new check will be reissued? Is it 30 days?
[AGENT][NEGATIVE] Yeah, give it up to 30 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] You said there is no
[CUSTOMER][NEUTRAL] Case number, ticket number for this one.
[AGENT][NEUTRAL] Just a claim number if you'd like that.
[CUSTOMER][NEUTRAL] OK, it would be 349-7702.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, that's not the claim number I have. Would you like the one that we have on our side?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] 355-6256.
[CUSTOMER][NEUTRAL] OK. Reference number, please.
[AGENT][NEUTRAL] Is my name with today's date. My name again is [PII], that's [PII], last initial [PII] and then today's date.
[CUSTOMER][POSITIVE] OK, sir. Thank you very much for this help. Have a good day.
[AGENT][NEUTRAL] You too [PII] bye bye.