AccountId: 011433970860
ContactId: a58bbbee-8f43-43e6-91c2-5591556712fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 680500 ms
Total Talk Time (AGENT): 141005 ms
Total Talk Time (CUSTOMER): 81622 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a58bbbee-8f43-43e6-91c2-5591556712fa_20250306T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm trying to check the status of a claim please.
[CUSTOMER][NEGATIVE] I tried to go on your website but it requested the last, the last four digits of the primary insured and people don't give social security numbers no more.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right, I understand. OK, alright, so, um, Miss [PII], may I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My callback number is [PII], and I'm calling from MUSCP PC Northwoods Lab.
[AGENT][POSITIVE] OK, thank you so much. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] And policy number 02446510.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and then what is the date of service for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $312.
[AGENT][NEUTRAL] And then may I have the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] The balance due is $9.20.
[AGENT][NEUTRAL] OK, alright, Miss [PII], I'm gonna put you on a brief hold while I look this claim up for you and I will be right back.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you so much for holding for me, Miss [PII]. I do show that the claim was paid, um, the claim number is 351-0762.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] It it was paid in the amount of $9.73.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And the zip code is [PII]?
[AGENT][NEUTRAL] It was paid with check number 200.
[CUSTOMER][NEUTRAL] When did it pay?
[AGENT][NEUTRAL] The check number is 2004839 and the issue date was.
[AGENT][POSITIVE] [PII] and I do see that it's still outstanding.
[CUSTOMER][NEUTRAL] Was it paid by credit card?
[AGENT][NEUTRAL] No ma'am, it was paid by a single check.
[CUSTOMER][NEUTRAL] Because we don't
[CUSTOMER][NEUTRAL] Single check, can I get that check reissued because we don't have it.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold again. I'm going to request that that check be voided and reissued.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then I'll be right back with you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] papa.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss [PII], this is back with you. So I got that request worked up and I have sent it so that that check can be voided and reissued for you.
[CUSTOMER][NEUTRAL] All right, can you, um, do you have a call reference number for me please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII]
[AGENT][NEUTRAL] And today's date
[CUSTOMER][POSITIVE] Thank you very much. When, how long does it usually take to reprocess?
[AGENT][NEUTRAL] Uh, I would give it 7 to 10 business days.
[CUSTOMER][NEUTRAL] Reissue
[CUSTOMER][POSITIVE] Thank you very much I appreciate your time.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I thank you so much for calling APL, and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You have
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.