AccountId: 011433970860
ContactId: b986add8-e8cf-4bfa-a7ac-bf9b370f6449
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213710 ms
Total Talk Time (AGENT): 88626 ms
Total Talk Time (CUSTOMER): 48930 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b986add8-e8cf-4bfa-a7ac-bf9b370f6449_20250602T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I would like to check on the status of a payment.
[AGENT][NEUTRAL] OK, are we checking on a claim status? Is that what we're checking on?
[CUSTOMER][NEGATIVE] Yes, um, well, we already got information back in March about this claim being paid, but we still have not received the payment.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, OK. Let's take a look. Do we have the policy number, claim number?
[CUSTOMER][NEUTRAL] Uh, policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02536228.
[AGENT][NEUTRAL] And then for documentation, if I could grab your first name please and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Thank you. And then what was the uh date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what was the bill amount?
[CUSTOMER][NEUTRAL] Um, 293.
[AGENT][NEUTRAL] 293.
[AGENT][NEUTRAL] OK. So.
[AGENT][NEGATIVE] Yeah, this was still this was processed back in March. You guys still haven't received the check.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me just confirm the mailing address it was sent to was [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, we can go ahead and put in a void for this and then a reissue since you haven't received it.
[CUSTOMER][NEUTRAL] OK, yes, please.
[AGENT][NEUTRAL] Alright, so, um, I will send out the request to have the check voided. Um, it does go to another department. They just verify that it's outstanding, which is what I see, and then we'll reissue a new check, so give it at least 30 days to receive the new one, OK?
[CUSTOMER][NEUTRAL] OK, and is there a reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with today's date. My name again is [PII], that's [PII] and then last initial is [PII] like [PII], and then today's date.
[CUSTOMER][POSITIVE] OK. Well, thank you so much and have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.