AccountId: 011433970860
ContactId: c0a70fcd-bb53-4e5f-9219-06c2a54e232a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 740169 ms
Total Talk Time (AGENT): 147383 ms
Total Talk Time (CUSTOMER): 81855 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/c0a70fcd-bb53-4e5f-9219-06c2a54e232a_20250422T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I was trying to check on a claim please.
[AGENT][NEUTRAL] All right, [PII]. Happy to check on the claim. Do we have a policy number?
[CUSTOMER][NEUTRAL] It is 02445567.
[AGENT][NEUTRAL] All right, thank you. Let me pull that up here. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, and the bill amount?
[CUSTOMER][NEUTRAL] Uh, looks like 166.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] There's supposed to be a check reissue.
[AGENT][NEUTRAL] OK. I do see a void here.
[AGENT][NEUTRAL] I do see they voided let's see here.
[AGENT][NEUTRAL] See if I see any notes in here on a reissue.
[CUSTOMER][NEUTRAL] Let me see what note I got in here too.
[AGENT][NEUTRAL] Because there was a there's two of them, it looks like.
[CUSTOMER][NEUTRAL] Let's see this one.
[CUSTOMER][NEUTRAL] OK looks like there was.
[CUSTOMER][NEUTRAL] Alright, so I called in December. She gave me the check number. It had not cleared. I called back in January.
[CUSTOMER][NEUTRAL] And it had not cleared, but I don't know.
[AGENT][NEUTRAL] Yeah, because I see it in January it was like [PII] a provider called, didn't receive new check, requested to be reprocessed, sent to [PII].
[AGENT][NEUTRAL] Is that the right address?
[CUSTOMER][NEUTRAL] Yeah, it's the the the payments, uh, payments are supposed to go to [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I think it was sent to the actual location, the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, let me see. I'm not seeing the new check number, but it should have been reissued by this point, so I'm gonna reach out to the department that does the reissue. Do you mind if I place you on just a brief hold, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh yeah sure go ahead mhm.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Check
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Is there not a way to search for a voided check?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] [PII], I'm sorry for the long hold. Um, I had reached out to my help desk and they were wanting to know if claim support can contact you back. If you're not OK with a call back, I can reach out to them directly, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Are you OK with a callback?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, what's a good number to call back?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct mhm.
[AGENT][POSITIVE] All right, so, um, I will send this over to them. Hopefully they'll give you a call by the end of the day on this, and I'll just let them know that this is the second request in regards to the voided check. So have somebody call you back as soon as possible. I'm sorry about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK. Can I get a reference today?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial and then today's date, my name is [PII], which is [PII] My last initial is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Thank you, I appreciate you.
[AGENT][POSITIVE] No problem. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.