AccountId: 011433970860
ContactId: b281a782-1529-4a16-a8f9-8faf54bc3acc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331739 ms
Total Talk Time (AGENT): 139671 ms
Total Talk Time (CUSTOMER): 118104 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/b281a782-1529-4a16-a8f9-8faf54bc3acc_20250516T16:05_UTC.wav
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[AGENT][NEUTRAL] For calling APO, this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. OK, so I have a, you want me to give you the policy number first?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it's 215-0345.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the
[CUSTOMER][NEUTRAL] So from what the patient says and from what I'm getting, I'm getting from the notes, we gave some or we sent in some overpayment checks to her that have been cash, but she says that she never received it. So she was working with [PII], but [PII] told her she was gonna reach out to a billing clerk to research, I guess the checks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I, I can't get [PII]. I'm trying to see when she says billing, is that like y'all or?
[AGENT][NEUTRAL] Yeah, but if the checks have been cash, there's nothing we can do about it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And if she says she didn't cash them.
[AGENT][NEUTRAL] Then, uh, I mean,
[AGENT][NEUTRAL] Uh, let's see when the last one was.
[CUSTOMER][NEUTRAL] I don't know where [PII] left off with her. I see the um insurer asked for a copy of the check, but I don't see much, I don't see anything after that one.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I tried to see if she was available, but she hasn't responded.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Yeah, I mean there's.
[AGENT][NEUTRAL] Um, there's no, I mean, there's nothing we can do if the checks have been cashed. What, what is she, she's saying that she didn't cash them?
[CUSTOMER][NEUTRAL] Right. She's saying she has not received the check. She hasn't cashed them and she was one, she's requesting a copy of the checks to see if it's her signature. Um, but [PII] told her that she was going to get with the billing clerk to research this further. So I, I didn't know if something was happening, you know, since then or
[CUSTOMER][NEUTRAL] And it just wasn't there. I, I was just calling billing.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I would reach out to [PII] first.
[AGENT][NEUTRAL] Um, just in case she has spoken to, let me see if [PII]'s available. Hang on.
[CUSTOMER][NEUTRAL] OK, because I, I'm gonna send her another message.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Just call back to the status of the refund to line the checks were mailed on [PII].
[AGENT][NEUTRAL] And she and she is she referring to the checks from [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] From what
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because that's the only ones that have been issued to her and why is she just now, mm, whatever, um, did not receive the checks before her, but it did have billing clerk check and see, say the checks for cash primary insured that she never received the checks form or that I would get with billing clerk to research this further. She also stated.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Cash she wants to copy that. Well, ultimately it's nothing that billing can do because I mean all we can tell her is that the checks have been cashed so this would probably need to be escalated to um [PII] to see if we can get a, I don't know if we would be able to get a copy of the cleared check. Yeah, I don't with like I know that we can get.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like a copy of the check?
[AGENT][NEUTRAL] Yeah, I don't know.
[CUSTOMER][NEUTRAL] Yeah, I can um send a, yeah, send a hub to [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] Not sharing.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] [PII]'s the one that does all the.
[CUSTOMER][NEUTRAL] Yeah, it used to be [PII], but we
[CUSTOMER][NEUTRAL] Yeah, it's switched to [PII], but I got it though. I'll send it to her. Um, she's, she's taking over the check with [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, OK. Um, yeah, so if [PII] can get copies of the check, then, yeah, then she can send those to the insured.
[CUSTOMER][NEUTRAL] Wait, hold on, [PII] just wrote me back.
[AGENT][NEUTRAL] But there's nothing billing can do.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Oh gosh, OK, cause [PII] just wrote me back and said.
[CUSTOMER][NEUTRAL] Sorry, I just saw your message. She needs to talk to [PII] and [PII]. If you have her, I'm going to take a message or transfer her to [PII]. OK.
[AGENT][NEUTRAL] Well, there's nothing I can do for her um and I've already sent a message to [PII] and she hasn't read it yet she might be in a meeting oh she's on a phone call so you'll just have to get her information and send that to [PII] because I don't know anything about it. All I can tell her is the checks have been cashed and that's all billing can tell her so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right, bye bye