AccountId: 011433970860
ContactId: c29478ca-ef5d-46cd-80c5-36b182ee8ca9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 557739 ms
Total Talk Time (AGENT): 126943 ms
Total Talk Time (CUSTOMER): 129480 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c29478ca-ef5d-46cd-80c5-36b182ee8ca9_20250617T19:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. OK. I'm calling on behalf of provider's office to check on the present claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status and I missed your name. What was that?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number will be?
[CUSTOMER][NEUTRAL] Um 02483108.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Patient name is uh [PII] and date of birth will be [PII].
[AGENT][NEUTRAL] The date of service and bill charges?
[CUSTOMER][NEUTRAL] Data service will be.
[CUSTOMER][NEUTRAL] [PII] and uh bill amount will be $536 even.
[AGENT][NEUTRAL] OK, it looks like we received the claim 8-16-2024. Pro 8-21-2024.
[AGENT][NEUTRAL] Uh, made a payment of 18821 single check.
[CUSTOMER][NEUTRAL] May I know the check number?
[AGENT][NEUTRAL] 1869284.
[CUSTOMER][NEUTRAL] OK, may I know that.
[CUSTOMER][NEUTRAL] Payment address?
[AGENT][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Uh, it looks like we voided this check. Let me see where the reissue is.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] 6 422.
[AGENT][NEUTRAL] Is that the correct uh address?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Address?
[AGENT][NEUTRAL] Was that the correct address that it went to?
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII]. Yes, uh, it looks like we voided it, but it hasn't been reissued, so I can put in a request um for that to be.
[AGENT][NEUTRAL] Uh, it looks like it was voided on [PII].
[AGENT][NEUTRAL] And then we I'll put in a request for it to be reissued.
[CUSTOMER][NEUTRAL] When it was, when it was white.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What do you have to do for this one?
[CUSTOMER][NEUTRAL] You you can issue reissue the issue, correct?
[AGENT][POSITIVE] Correct, as I just stated, yes, we'll, we'll get I'll put in a request for it to be reissued.
[CUSTOMER][NEUTRAL] Are you.
[CUSTOMER][NEUTRAL] I think you
[CUSTOMER][NEUTRAL] I use
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Be.
[AGENT][NEUTRAL] Do you have any other questions?
[CUSTOMER][NEUTRAL] OK, you provide.
[CUSTOMER][NEUTRAL] No, you should means it is still in process, right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] How many days you need to allow for this one?
[AGENT][NEUTRAL] About 7 working days.
[CUSTOMER][NEUTRAL] 7 working days.
[CUSTOMER][NEUTRAL] OK. Can you spell your name once?
[AGENT][NEUTRAL] It's [PII], it's [PII]
[CUSTOMER][NEUTRAL] Last initial to first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, may I know the call number for this one?
[AGENT][NEUTRAL] The references my name and today's date.
[CUSTOMER][NEUTRAL] OK. I have one more claim. Can we move to the next claim?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh, you probably, you need to.
[CUSTOMER][NEUTRAL] You have any ticket number for this one you should use it, right?
[AGENT][NEUTRAL] OK, what was that?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] What did you say?
[CUSTOMER][NEUTRAL] I mean, is there any ticket?
[CUSTOMER][NEUTRAL] You should uh new uh new check rate.
[CUSTOMER][NEUTRAL] Is there any ticket number for this one?
[AGENT][NEUTRAL] No, it's just reference number my
[AGENT][NEUTRAL] 8
[CUSTOMER][NEGATIVE] OK. Your voice is breaking.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Today's date, there's no ticket.
[CUSTOMER][MIXED] That is OK, but your voice is breaking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, this time it is audible. Oh yeah, this time it is audible.
[AGENT][NEUTRAL] OK, do you have the next policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Uh, next policy number will be?
[CUSTOMER][NEUTRAL] 02166993
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. Patient name is uh [PII] and date of birth will be [PII].
[AGENT][NEUTRAL] Day of service and bill charges.
[CUSTOMER][NEUTRAL] Data service will be [PII] and uh bill amount will be $3,314 even.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It was received on [PII], processed 8-21-2024.
[AGENT][NEUTRAL] And we paid single check, 1,359. 18.
[AGENT][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] Uh check number 1869304.
[AGENT][NEGATIVE] It looks like it was also voided on.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So we'll get that reissued just takes about 7 working days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you for sharing information once again.
[AGENT][POSITIVE] OK. And anything else I can help with today?
[CUSTOMER][POSITIVE] No, thank you for sharing information, sir. Bye for now.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day. Bye-bye.