AccountId: 011433970860
ContactId: b8a3d4c3-7f3a-4663-9ae1-fb2f93dc360f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 570940 ms
Total Talk Time (AGENT): 190465 ms
Total Talk Time (CUSTOMER): 170637 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/b8a3d4c3-7f3a-4663-9ae1-fb2f93dc360f_20250404T19:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, myself [PII] and I'm calling on behalf of.
[CUSTOMER][NEUTRAL] Check it out. And can you please help me with the status of the claim, but first of all, can you please help me with your name?
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] It's [PII] It would be spelled as [PII] And can you please spell your name as well?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then if you're needing to check a claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Yeah, my callback number would be [PII].
[CUSTOMER][NEUTRAL] [PII] with the extension of.
[AGENT][NEUTRAL] I'm sorry, [PII], your voice.
[AGENT][NEUTRAL] I'm sorry, [PII], your voice, OK, just one moment, your voice went out. All I heard was [PII].
[CUSTOMER][NEUTRAL] It's [PII] with the extension of 23751.
[AGENT][NEUTRAL] OK, thank you. And how many claims centers do you have to check status on?
[CUSTOMER][NEUTRAL] Uh, only will claim
[AGENT][NEUTRAL] OK. Yes, I can help you with that. And you did say that your first name is spelled [PII] Is that correct?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] I'm so sorry, your voice is cutting out. Can you say that again?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, spell it phonetically, please, because I'm not understanding what you're saying.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. And what is, um, what is the patient's policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the police.
[CUSTOMER][NEUTRAL] 0201.
[CUSTOMER][NEUTRAL] 249.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, again, your voice is going out. Did you say 02011249?
[CUSTOMER][NEUTRAL] It's 324 9.
[AGENT][NEUTRAL] 02013249, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth would be [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] So as we have already called, so the claim is already paid, but we are unable to identify the payment in our bank deposit.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Are you just here to get a copy of the check.
[CUSTOMER][NEUTRAL] To
[AGENT][NEGATIVE] OK, your voice is continually cutting out and I'm unable to hear you.
[CUSTOMER][NEUTRAL] So as we have already
[CUSTOMER][NEGATIVE] Regarding this claim and uh previously we were told that the claim was paid but we were unable to get that the.
[CUSTOMER][NEUTRAL] The payment to be deposited in our bank, so we were just I was just calling here for the.
[CUSTOMER][NEUTRAL] Check
[CUSTOMER][NEUTRAL] Copy of a check to be faxed to me.
[AGENT][NEUTRAL] OK, so there is a claim that you have already called to check status on in which you were told payment has been issued, but you are not able to show, you do not see that that check was deposited into your bank?
[AGENT][NEUTRAL] And so you're needing to try and get a copy of the check?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, so just a moment please.
[AGENT][NEUTRAL] OK, what is the date of, what is the date of service and total bills amount that you've called about?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The total bill amount would be 7000.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $7,774.12
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Just a moment while some additional information is loading for me please.
[AGENT][NEUTRAL] OK, so I, so you were given the claim number, is that correct?
[CUSTOMER][POSITIVE] Yeah, please take your time.
[CUSTOMER][NEUTRAL] Yeah, do you want me to provide you the claim number?
[AGENT][NEUTRAL] It should be 356-598-8.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's 356 5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 356-598-8 is the claim number.
[AGENT][NEGATIVE] OK, now, as of now this check is still outstanding. It has not cleared. There would not be a way for me to send.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] A copy or request a copy of the cleared check because it's not showing as cleared.
[AGENT][POSITIVE] It's still showing as outstanding. What is the PO box?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, sir. So that is the address on this check.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] OK, so are you wanting to send a are you wanting me to send a request to have it voided and reissued?
[AGENT][NEGATIVE] It has not cleared.
[CUSTOMER][NEUTRAL] I just wanted the copy of it, uh, a copy of the check if possible.
[CUSTOMER][NEGATIVE] I didn't, I don't want to do about that yeah.
[AGENT][NEUTRAL] Uh, again,
[AGENT][NEUTRAL] Yes, sir, at this time, there would not be a way to send a copy of this check.
[CUSTOMER][NEUTRAL] OK, so, and we can get the copy of the chat. Uh, do you have any idea about that?
[AGENT][NEGATIVE] Uh, no, as of now, this check is not cleared. I would not be able to send a copy of the check.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] I guess we cannot do anything much. So can I get the call reference number?
[AGENT][NEUTRAL] Uh, yes sir, you would use my name along with today's date and then if you need a copy of the explanation of benefits associated with this claim, you may print that directly from our portal by going to [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So I guess that's all for much time and have a great day and have a great weekend as well.
[AGENT][POSITIVE] OK, well, well, [PII], thank you very much. I hope you have a nice weekend as well, and if that is all then that I can help you with, thank you again for calling ATL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Uh-huh, you're welcome. Bye bye.