AccountId: 011433970860
ContactId: b0cea677-3e5c-4de6-b0b7-4eeb40a4c660
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369239 ms
Total Talk Time (AGENT): 148930 ms
Total Talk Time (CUSTOMER): 122784 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/b0cea677-3e5c-4de6-b0b7-4eeb40a4c660_20250121T13:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name's [PII]. I am with Holy Cross Medical Center and I'm calling about to see if uh.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Check has been reissued yet?
[AGENT][NEUTRAL] OK, [PII]. So you all have requested a check be reissued and you're following up on that, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, sir. I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 02465420
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Where are you from?
[AGENT][NEUTRAL] I live in [PII].
[CUSTOMER][POSITIVE] Oh, OK, nice, nice. Sorry, I can tell with your.
[AGENT][NEUTRAL] With my accent?
[CUSTOMER][POSITIVE] Excellent. Yeah.
[AGENT][NEUTRAL] Yes, sir. I live in [PII].
[CUSTOMER][POSITIVE] Nice.
[AGENT][NEUTRAL] OK, maybe, OK, so let's first just try to verify this information. So [PII], any information I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, on this policy, the policy
[AGENT][NEUTRAL] Oh, I'm sorry. Give me one second. My system pulled up something different than what I needed. OK, let's see.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and [PII], what was the date of service and total bill amount?
[CUSTOMER][NEUTRAL] Um, just a second.
[AGENT][POSITIVE] Sure, thank you.
[CUSTOMER][NEUTRAL] Um, [PII] of 24.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] I think, uh, let's see, $906.
[AGENT][NEUTRAL] 906, OK.
[CUSTOMER][NEUTRAL] And I have a claim number if you need that too.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] OK, you can go ahead and give me that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3481871
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We called before and
[CUSTOMER][NEUTRAL] We were supposed to get a payment of 6411.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And um we called before and that we we don't have the payment and the rep said the check was not cashed and so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She requested the payment to be reissued.
[AGENT][NEUTRAL] Cause they
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And that was, um, we called on the [PII].
[AGENT][NEUTRAL] I can see that, yes, sir. Uh-huh. And I do see that this was reissued.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for that same amount.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] OK hold on just a sec, 60.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4 what's it 10 yeah 11 and is there a check number?
[AGENT][NEUTRAL] Yes, there is. 2021933.
[CUSTOMER][NEUTRAL] And can you tell me the address that it's sent to or?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you tell me the [PII] number again? Sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK, and can you tell me the bulk amount?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, that all of our checks are single.
[CUSTOMER][NEUTRAL] Oh, OK, 6411, great. OK, give me just one more second before I let you go.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I just wanna
[CUSTOMER][NEUTRAL] OK, that's the correct address and um do you get reference numbers?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[AGENT][NEUTRAL] And then if for you and if you need a copy of the new claim num new EOB that claim number is 354.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8922.
[AGENT][NEUTRAL] And we do have a portal, [PII], that you can set up a profile and you should be able to access that EOB and our portal website is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can you tell me that claim number one more time?
[AGENT][NEUTRAL] 354-892-2
[CUSTOMER][POSITIVE] Great thank you very much ma'am you have a good day.
[AGENT][POSITIVE] I hope you have a great day too, [PII], if that's all I can help you with, and thank you again for calling APL.
[CUSTOMER][POSITIVE] You you have a good one bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.