AccountId: 011433970860
ContactId: b67c31bc-d261-4874-93b3-da1567dd1a32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291100 ms
Total Talk Time (AGENT): 155614 ms
Total Talk Time (CUSTOMER): 78905 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b67c31bc-d261-4874-93b3-da1567dd1a32_20250429T14:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], my name is [PII], and I'm calling to follow up on a medical claim. Uh, I was told that there was a payment made, but we haven't received it and so I'm just trying to see if it cleared on your end.
[AGENT][NEUTRAL] OK, I can assist with that [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number please?
[CUSTOMER][NEUTRAL] Sure, I have 256-538-5.
[AGENT][NEUTRAL] OK, let me just repeat that to you, [PII]. I have that as 256-538-5.
[CUSTOMER][NEUTRAL] Uh yeah mhm.
[AGENT][NEUTRAL] Thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] and [PII], I mean [PII].
[AGENT][NEUTRAL] OK, thank you, and you're following up on the claim, um, where there was a payment made, but you're checking on it. OK, give me one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can help you. What's that date of service, please and build them out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, uh, 2625 and $341 even.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and it shows that we did make a payment in the amount of $75. So let me check now to see if that has cleared one.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Currently the check does not show that it has cleared. Let me just verify the.
[AGENT][NEUTRAL] Mailing address it was mailed to if you would bear with me please, [PII].
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] My computer is moving just a little slow this morning, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was mailed to, uh, again it was a thank you, um, the payment was mailed to Novent Health Urgent Cares LLC [PII].
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's the correct address.
[AGENT][NEUTRAL] OK, since it has been since you verify the correct address that we have on a claim that we received, I can place a void request on this check because it has been in excess of 30 days and have it reissued.
[AGENT][NEUTRAL] Give me one moment, let me give you see.
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that claim number is 356-6842.
[AGENT][NEUTRAL] And also if you need that check number I can give that to you again we will void the check, but for your records if you need the check number I can give that to you if you like.
[CUSTOMER][NEUTRAL] Uh, no, I have it, um, the, we just don't have the check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, alright, yes ma'am. OK, so I will request to have that check voided and the new check be reissued. Um, first we would have to um get the void issued first or authorized first and the claim will be reprocessed. Now that processing time can take up to 7 to 10 business days, but it may not take that long, but it will be mailed to the same address that you verified to be correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] My apologies for that. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] No, that's all for now, just the reference number.
[AGENT][NEUTRAL] OK, we do not provide reference numbers. Please use my name [PII]. My last initials [PII], and today's date.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much I appreciate you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. You have a great day and the rest of your week.
[CUSTOMER][POSITIVE] Alright you too you too bye.
[AGENT][NEUTRAL] Bye.