AccountId: 011433970860
ContactId: c42988f0-f000-4b19-ace8-a13141c0cb98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169059 ms
Total Talk Time (AGENT): 72688 ms
Total Talk Time (CUSTOMER): 63240 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c42988f0-f000-4b19-ace8-a13141c0cb98_20250114T23:01_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How are you today?
[CUSTOMER][NEUTRAL] Hello, I'm calling to see if a uh claim was paid.
[CUSTOMER][POSITIVE] Or a check was paid actually cleared.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yeah, I'd love to help you with claim status today my friend. Do you mind if I get your name and a good phone number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] V. Phone number [PII].
[AGENT][POSITIVE] Perfect, thank you so much. And what's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] 02456428
[AGENT][NEUTRAL] 02456 and then what were the last three? I'm sorry.
[CUSTOMER][NEUTRAL] 02456428.
[AGENT][POSITIVE] Thank you so much. I appreciate that. Let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms [PII], would you be able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's uh [PII], [PII].
[AGENT][NEUTRAL] Alright, I do see [PII] right here and.
[AGENT][NEUTRAL] Do you know the claim number you're wanting to look at or do you want me to search it through the date of service, my friend?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let's see, I've got the claim number here. It's 3543512. I got that you'll be from your guys' portal. I just wanted to see if you guys show that the check has cleared or not.
[AGENT][POSITIVE] OK, yeah, I'll look into that for you today.
[CUSTOMER][POSITIVE] Cool, thank you.
[AGENT][POSITIVE] 12, my pleasure.
[AGENT][NEUTRAL] All right, 1945.
[AGENT][NEUTRAL] Alright, I do show that the check was issued on [PII], but I don't show it is cleared yet.
[CUSTOMER][NEUTRAL] OK, and um can you verify it was mailed to that department [PII]?
[AGENT][NEUTRAL] Yes, ma'am. Um, under [PII], yeah, [PII] Skin and Cancer Clinic.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] OK. I guess we'll just wait a little longer for it to get through, I guess. And uh how long um do we wait before we file a check [PII] if it hasn't come, come through? Is it 30 days or 60 days?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes, we have um 30 days so if you don't receive it by [PII] and you wanna give us a call back we'll be able to um well we'll be able to ask for a reissue.
[CUSTOMER][POSITIVE] Tracks. OK, sounds good. Thank you very much for your help, [PII]. You have a wonderful day.
[AGENT][POSITIVE] Oh it's my pleasure thank you [PII], and you take care as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.