AccountId: 011433970860
ContactId: c691effa-2aec-4d14-9a5b-56118a3cda1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449660 ms
Total Talk Time (AGENT): 173897 ms
Total Talk Time (CUSTOMER): 118247 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c691effa-2aec-4d14-9a5b-56118a3cda1c_20250616T12:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII] this is [PII] with Warren Clinic and um.
[CUSTOMER][NEUTRAL] I, I spoke to someone back in March who gave me some information on a check that y'all sent us for a claim. Uh, my posting department has done a, sorry about that my posting department has done a review and they said that they don't show this check is received, so I'm trying to see if y'all can tell if it has been cashed or if we can get it um.
[CUSTOMER][NEUTRAL] Resubmitted.
[AGENT][NEUTRAL] OK. Well, yes, I can definitely help you with the check, um, and see if it has been cashed or still outstanding, and um then we can either check on the check. If it has been cashed, we can provide you with a copy of the clear check. If not, we can um void it and reissue it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. May I have a good contact number in case we're disconnected and the member's policy number or the check number?
[CUSTOMER][NEUTRAL] Yes, uh, my number is [PII].
[CUSTOMER][NEUTRAL] And the member's policy number is 01457082.
[CUSTOMER][NEUTRAL] The check number is 2018561.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And [PII], is it alright if I place you on just a brief hold while I look into this?
[CUSTOMER][POSITIVE] Of course thank you.
[AGENT][NEUTRAL] You're very welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. So it is still showing outstanding on our end, um, and we, we, um, issued it back on [PII]. So I'll go ahead and send it to our finance representative and have her check on the check. Um, like I said, if it has been cleared, she'll give us the copy of the clear check to send to you.
[AGENT][NEUTRAL] Um, and like fax it or email it. And if not, we'll go ahead and uh void this check here and reissue it to you, but I wanted to make sure we have the right address as [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Um, I'm ready. Well, hold on one moment, let me check one more thing because if it's on the forms, then we're gonna need to correct the claim because that's why we sent it there. Hold on one second, let me double check that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's coming up now. I apologize. Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so we're gonna need a corrected claim or updated W9. So on the claim form from for the member on box 33 for the billing, it lists [PII] 70,700. So if that's incorrect, we'll need to correct the claim form with the correct address and billing and that's where we'll send it to.
[CUSTOMER][NEUTRAL] OK, can you, I'm looking at our copy of the claim here and that is not what I'm showing um so I'm not sure why it's going out to y'all differently.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then what we have, let me see how it was sent out one second.
[AGENT][NEUTRAL] Yeah, cause
[CUSTOMER][NEUTRAL] Yeah I see it did it did go out electronically um so I'm gonna have to figure that out on our end. What is that PO box again that y'all have?
[AGENT][NEUTRAL] So we have hold on let me go back to the claim form.
[AGENT][NEUTRAL] So in box [PII] it says Saint, sorry, I scrolled too fast. It went to the second page. Um, it says Saint Francis Outreach Services LLC [PII].
[CUSTOMER][NEUTRAL] OK, alright, I will finish or uh figure out that part of it and I'm sure we're gonna need to send you an updated W-9 where can we fax that to?
[AGENT][NEUTRAL] Hold on, let me get that fax number for you. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so that's going to be faxed to [PII]
[AGENT][NEUTRAL] Um, fax number 844.
[AGENT][NEUTRAL] 539.
[AGENT][NEUTRAL] 3507.
[AGENT][NEUTRAL] And just make sure um it when you send it to the attention, make sure it has um like your phone number and uh like a contact so that we can contact you all back.
[CUSTOMER][POSITIVE] OK, absolutely.
[CUSTOMER][POSITIVE] Um, alright, and I, I appreciate all of your help on that. Is there a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alright, well thank you so much. I hope you have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII]. You also, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, I think that was it.
[AGENT][POSITIVE] Alright, well thanks so much for calling API have a great week.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.