AccountId: 011433970860
ContactId: b05da533-9ec6-416e-b368-b38b6616413e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1115579 ms
Total Talk Time (AGENT): 224439 ms
Total Talk Time (CUSTOMER): 101464 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b05da533-9ec6-416e-b368-b38b6616413e_20250109T17:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I was just calling to see if you guys could let me know if the check has been cleared.
[AGENT][NEUTRAL] OK, sure. I can assist you with this, uh, clear of the check. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], are you calling from a provider's office or this is your policy?
[CUSTOMER][NEUTRAL] Um, providers office.
[AGENT][NEUTRAL] All right. OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and um may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 02482844.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, it's [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you. And do you have the claim number or the check number?
[CUSTOMER][NEUTRAL] Um, yes, hold on. Well, actually the check was reissued. Um, I don't have the check number, but I have the claim number, so that is um 3480073.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see if it's the same one.
[AGENT][NEUTRAL] OK, so the reissue one is a little bit different. Let me pull this information really quick.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm waiting on the check number to pull up for the new one.
[CUSTOMER][NEUTRAL] Sure. Once you have that, can you let me know what it is, please?
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, the check, the new check number is 2016608.
[AGENT][NEUTRAL] And it's gonna be under claim number 3536756.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome. OK, so this check was issued on [PII], so it went out on the next business day. Um, it's still showing outstanding. Um, what is the address that it's supposed to go to?
[CUSTOMER][NEUTRAL] Um, it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me look at the claim.
[AGENT][NEUTRAL] Do you mind holding for me just I'm just gonna go over all this information, OK.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Ms. [PII]. OK, so I pulled the image and I see what happened. Um, so it looks like the uh address on the claim is the [PII] and um we did not receive a W-9 with the change of address or a different address so we can um send it to the PO box so it was reissued again to the same address for the billing.
[CUSTOMER][NEUTRAL] Oh my God. Well, the, the last rep I talked to, she called me back and told me that they were able to to send it to the PO box, so I'm confused what happened.
[AGENT][NEUTRAL] Under the billing information.
[AGENT][NEUTRAL] Let me see who you spoke with.
[CUSTOMER][NEUTRAL] It was um [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Why you show prices.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Let me see what she can tell me about this, um, because, yeah, I don't see that it went to the PO box. OK, um, I'm gonna put you on a brief hold, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[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] Thank you for holding and being patient for me. OK, Miss [PII], um, yeah, I'm not, I will have to send this for review because um they need to see why it was sent again to that address and they will have to cancel again and reissue it again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, let's, um, let's not, let me see if this is my office that my office manager is really good about sending back to our payment facing team, so I'll give it a little bit more time and see if we can get it, um, to the right place first before we reissue again.
[AGENT][NEUTRAL] OK, um, so yeah, whenever if I guess give it in maybe a week and check, and if you have not received it by then, just give us a call back and we can go ahead and cancel and reshoot it again and um they can check and see what they need to do to have that sent to the PO box. Um again, I do apologize. I do see the note and I did ask [PII] and she said she did send the request over with the correct address, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I was checking our records to make sure we have a WNI with that um address. Um, I didn't see anything, but it doesn't mean that it's not here. Um, usually the ones that process the claim are able to see all that information better than we can. Um, so, um, yeah, just give it maybe a couple of days more and if you don't get it, just give us a call back and we can go ahead and void any information and I do apologize for any inconvenience.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all right, thank you for looking into it. Um, in the meantime, could you send me a copy of the EOB by chance?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh sure, yes, what is the fax number.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me do that while I got you on the line.
[AGENT][NEUTRAL] Here we go. OK, let me do it right.
[AGENT][NEUTRAL] To your attention.
[CUSTOMER][NEUTRAL] Uh, yeah, that's fine.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I went ahead and send that copy over to you.
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye.
[AGENT][POSITIVE] Thank you. You're welcome bye bye.