AccountId: 011433970860
ContactId: c5b47197-299a-4ae4-9c5a-d3a9491449ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356720 ms
Total Talk Time (AGENT): 99954 ms
Total Talk Time (CUSTOMER): 143677 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/c5b47197-299a-4ae4-9c5a-d3a9491449ca_20250620T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello sir, this is [PII] calling from provider's office to check up on the claim status. Also, this call is being recorded for quality and training purposes. Are you OK with that?
[AGENT][POSITIVE] Yeah, that's fine. I'm happy to check on a claim for you. Do you have the patient's policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, yes, I do have. Just give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm, yeah, the policy number would be 024.
[CUSTOMER][NEUTRAL] 44, 0 sorry, yeah, it's 02444753.
[AGENT][NEUTRAL] Thank you. And do you have a good callback number for documentation?
[CUSTOMER][NEUTRAL] Come on
[CUSTOMER][NEUTRAL] Um, yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, yeah, the member's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] It's [PII] with the total charge amount of $500 even.
[AGENT][NEUTRAL] Do you have a different amount after primary paid?
[CUSTOMER][NEUTRAL] Um, yeah, it's $150 even.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] So we did receive this claim on [PII].
[AGENT][NEUTRAL] Claim is processed [PII].
[AGENT][NEUTRAL] There was a benefit payment sent in the amount of $150 in a single check.
[CUSTOMER][NEUTRAL] OK. Can you help me with the check number?
[AGENT][NEUTRAL] 1869306.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you also, uh, help me with the check clear date?
[AGENT][NEUTRAL] Uh, looks like the check was not cashed.
[CUSTOMER][NEUTRAL] Not cashed yet?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, but, uh, the previous representative stated that the this check was already cashed on [PII].
[AGENT][NEUTRAL] And that was the issue date of the check.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEGATIVE] They have gave me the incorrect information.
[AGENT][NEGATIVE] The check was voided because we're showing it was never cashed.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Can you just tell me the reason like why it has been not cash rate because it's already already been passed more than.
[CUSTOMER][NEUTRAL] Like 4 to 5 months or more than that actually.
[AGENT][NEUTRAL] Yeah, I mean, I, I don't know. You would have to ask the provider why if it was received to verify that if it wasn't, you know, we don't show it was cash on our side.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you help me with the pay to address?
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, that's the right one, but actually we, we didn't receive any payment yet so that's why I'm asking you this question, uh.
[AGENT][NEUTRAL] We would have to read.
[CUSTOMER][NEUTRAL] Uh, don't you send this for reissue the check?
[AGENT][POSITIVE] We would have to reissue, yes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, can you help me with the turnaround time?
[AGENT][NEUTRAL] Uh, 30 days to receive new checks.
[CUSTOMER][NEUTRAL] 30 business days or calendar days?
[AGENT][NEUTRAL] Calendar days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][NEUTRAL] Can you help me with the
[CUSTOMER][NEUTRAL] Claim number and the call reference number.
[AGENT][NEUTRAL] Claim number is 349-5149.
[CUSTOMER][NEUTRAL] 5149.
[AGENT][NEUTRAL] 349.
[AGENT][NEUTRAL] 51.
[CUSTOMER][NEUTRAL] 51
[AGENT][NEUTRAL] 41
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Also, can you help me with the call reference number?
[AGENT][NEUTRAL] That would be my name with today's date.
[CUSTOMER][NEUTRAL] And uh your name spelled as [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII], for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Bye bye take care.
[AGENT][NEUTRAL] Bye bye.