AccountId: 011433970860
ContactId: c12b498c-01ba-4e0f-b091-b255d7e975b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343559 ms
Total Talk Time (AGENT): 158042 ms
Total Talk Time (CUSTOMER): 71158 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/c12b498c-01ba-4e0f-b091-b255d7e975b0_20250508T14:09_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling regarding claims today.
[AGENT][NEUTRAL] Yes, I can help with the claim status. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII], initial and my last name is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] ID number is 1069718 M for Mike, L for Lima, 4.
[AGENT][POSITIVE] I appreciate that. Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you [PII]. What data of service are we looking for for [PII]?
[CUSTOMER][NEUTRAL] Uh, date of service is [PII]. Bill amount is $186 even.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me just a moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So your claim number on this.
[AGENT][NEUTRAL] Is 3
[AGENT][NEUTRAL] 54.
[AGENT][NEUTRAL] 1658.
[AGENT][NEUTRAL] And it looks like that was processed.
[AGENT][NEUTRAL] OK, it looks like we received the claim on the [PII] and processed it on the [PII].
[AGENT][NEUTRAL] A checking the amount of $66.49.
[AGENT][NEUTRAL] was uh sent out at that time.
[AGENT][NEUTRAL] Um, now that was a single paper check.
[AGENT][NEUTRAL] Uh, the check number was 2018483.
[AGENT][NEUTRAL] And it looks like it went to [PII]. Now does that sound like the right?
[AGENT][NEUTRAL] Address?
[CUSTOMER][NEUTRAL] Yes, uh, that's the correct address.
[AGENT][NEUTRAL] OK, but you haven't received it. OK. So what I'm going to do, um, if it's all right with you, I'm going to go ahead and uh cancel this check, and what we will do is we will reissue it, uh, we will send out a new one,
[AGENT][NEUTRAL] And uh we'll go ahead and send it since you're telling me that that check is uh that um that address is the is the correct address we'll go ahead and send it out um to that uh we'll just send it out again. uh, now is there anything else that we have a problem with? Is there any other claims that we need to look at um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, this is the only claim I have, but I just have a few more questions before we go ahead and reissue the check. Um, can you tell me the issue date for that check?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you and just to make sure the address was [PII], right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] Thank you and but you're showing the status of the check is still open?
[AGENT][NEUTRAL] That is correct, yes. I'm not showing that the check has been, has been, um, uh, been cashed. And so, uh, with that in mind, uh, we will, we will go ahead and, and reissue it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, please, um, go ahead.
[AGENT][NEUTRAL] OK, well, I'm gonna go ahead and do that. I'll send, I'll put in the request today. Um, it usually takes, uh, you know, just.
[AGENT][NEUTRAL] About 20-30 minutes for us to to get that taken care of and then what we'll end up doing is we'll go ahead and send it out and it should go out in the mail by uh tomorrow because our checks go out um in the uh in the morning so I will go ahead and do that and uh if you do have any other questions or anything uh just contact us and let us know.
[CUSTOMER][POSITIVE] Got it thank you so much. So that would be all for me today, [PII]. Thank thank you so much. By the way, can I get the initial to your last name and a reference number for our call today?
[AGENT][NEUTRAL] Yes, it's, yes, of course, it's [PII].
[AGENT][NEUTRAL] And it's uh my name in today's date and it's [PII]
[CUSTOMER][POSITIVE] Got it thank you so much for your help [PII] have a wonderful day bye bye now.
[AGENT][POSITIVE] OK then thanks for contacting you too have a