AccountId: 011433970860
ContactId: c44d16d6-ba14-48b2-ac73-28e8bfd91e21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370049 ms
Total Talk Time (AGENT): 168579 ms
Total Talk Time (CUSTOMER): 92787 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/c44d16d6-ba14-48b2-ac73-28e8bfd91e21_20250319T19:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the office of UrgentMed, and I'm calling in regards to a payment that we have not received. Uh, I have the check number that was provided previous. if you can check it for me.
[AGENT][NEUTRAL] I can verify claim status. So, may I have a policy number or claim number?
[CUSTOMER][NEUTRAL] Uh, let's see what I have. I can give you the policy number. I have 1312642.
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] L 8
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] 125.
[AGENT][POSITIVE] Thank you for future offers, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Oh wow, give me that that website again secure.
[AGENT][POSITIVE] Secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I'm not showing anything for [PII] under data service 7-12-2024.
[CUSTOMER][NEUTRAL] Well that's strange because we spoke previously with uh [PII].
[CUSTOMER][NEUTRAL] And she gave a check number and the check dated, but she said it was showing us the check was not cashed.
[AGENT][NEUTRAL] OK. Did she give you a claim number?
[CUSTOMER][NEUTRAL] I have a reference number.
[AGENT][NEUTRAL] And we don't do reference numbers. We only use our name and the date that you spoke with someone.
[CUSTOMER][NEUTRAL] Yeah, that's what as a reference is this it says Cara 82924.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 8:29 to 24. Let me see if there's a different policy.
[AGENT][NEUTRAL] OK, so it is under a different policy. One moment, I'll get this one pulled up.
[AGENT][NEUTRAL] So it's under policy number 01887323.
[AGENT][NEUTRAL] And it looks like it processed under claim number 3495481 for $125.
[AGENT][NEUTRAL] And let me verify where it went to.
[AGENT][NEUTRAL] This went to [PII]. Is that the correct address?
[CUSTOMER][NEGATIVE] It's [PII].
[AGENT][NEUTRAL] OK, let's see, let me pull up the actual.
[AGENT][NEUTRAL] It'll be one moment.
[AGENT][NEUTRAL] I apologize, just waiting on the system.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] So this one went to UrgentMed [PII].
[CUSTOMER][NEUTRAL] That's correct, but however, we don't have records of receiving this check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if there's any notes. If not, I will send it over so that we can get this claim reprocessed. One moment.
[AGENT][NEUTRAL] OK, so I do.
[AGENT][NEUTRAL] See where you spoke to someone or [PII] spoke to someone on [PII]. So I'll go ahead and do a follow-up on that one so we can get this check voided and reissued. So we'll get this claim reprocessed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Wonderful.
[AGENT][NEUTRAL] We make sure they did not do that already.
[AGENT][NEUTRAL] And they did that. So we'll go ahead and get this written up, make sure that check is voided, and we'll get it reprocessed and sent back out to this address.
[CUSTOMER][POSITIVE] OK wonderful.
[AGENT][NEUTRAL] [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, your name again?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Last initial [PII] So when you're so welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.