AccountId: 011433970860
ContactId: cbdd31dd-2153-45a1-b737-461e99c838ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 730599 ms
Total Talk Time (AGENT): 230329 ms
Total Talk Time (CUSTOMER): 104540 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/cbdd31dd-2153-45a1-b737-461e99c838ec_20250422T15:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh hi there, I'm trying to inquire on a claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line?
[AGENT][NEUTRAL] Right, OK. What's the name of the facility you're calling from for my notations?
[CUSTOMER][NEUTRAL] Baptist Medical Center.
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient policy number is 0154 followed by 3 consecutive 68 ML 8.
[AGENT][NEUTRAL] OK what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name of the patient, sure it is [PII] and it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the dependent. OK, thank you. And what is the date of service and the amount of the claim [PII]?
[CUSTOMER][NEUTRAL] The date of service is.
[CUSTOMER][NEUTRAL] [PII]. And it is $2,232.15.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you, and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me pull this be one moment.
[AGENT][NEUTRAL] I'm waiting on the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we processed this claim on [PII] and we send a benefit amount of 250.
[AGENT][NEUTRAL] To the provider?
[CUSTOMER][NEUTRAL] Was that via EFT or?
[AGENT][NEUTRAL] It was a check.
[AGENT][NEUTRAL] It's a check, a single check, paper check?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when when was that sent?
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] When was, when was the paper check sent?
[AGENT][NEUTRAL] It was sent on [PII], um.
[AGENT][NEUTRAL] Let me see something because it looks like it it was never cash and it was voided.
[AGENT][NEUTRAL] What is the address?
[AGENT][NEUTRAL] Can you verify the address for me?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You're talking about, yes, the address is [PII].
[AGENT][NEUTRAL] That's where the check needed to go to?
[CUSTOMER][NEUTRAL] Uh, I think it normally goes out to the [PII].
[AGENT][NEUTRAL] OK, so last week I went to um
[AGENT][NEUTRAL] Let me check and see. Bear with me, let me go over all the documents that I see here. Let's see what happened.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you mind holding for me?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. OK, um, OK, I went through all the documents and see what was going on, but which I see that this is, um, something that, um, is being.
[AGENT][NEUTRAL] Work done recently, um, and I see a request here on [PII] where we request the copy of the letter to be sent again um to [PII]. She did not receive that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No. Is it possible for a copy of the check to be sent to me?
[AGENT][NEGATIVE] It, it was not cash, so it's been voided.
[CUSTOMER][NEUTRAL] Why has it been voided? Is there a reason?
[AGENT][NEUTRAL] There was a
[AGENT][NEUTRAL] There is a letter sent a long time ago because this is an old claim um indicating that there is um this check outstanding that was not cashed and um they needed to fill out that letter and send it back to us so we can go ahead and reprocess that claim with the correct address and everything just to make sure because we do have the correct address for some reason it, it looks like it was never cash, so they decided to send that letter off on claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And um so it looks like on [PII], there is a request here asking for that letter to be sent again. So I'm not sure if um Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] received that.
[CUSTOMER][NEUTRAL] I'm not seeing that on file. Would you be, would you be able to send that to me?
[AGENT][NEUTRAL] It's a request we need to send to another department. It comes from another department. I'm just looking at the mail, like the letters and the notes and everything. I just went through everything. Yeah, I noticed that [PII], she called in on [PII] and um we send a request uh for to the correct department for that letter to be faxed over to her uh to a fax number [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I don't know if you can get in touch with [PII] and see if she received that fax. And if she has not received that fax, then you can just call us back and we can send another request, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that department right now, the person who handles this is not in. I was trying to call her to see if she has that copy of the letter and see if there's any way I can send it to you, but, um, she's not in right now, so I was not able to get in touch with her. But yeah, if you can find with [PII] and see if she got it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, I'll, I'll do that.
[CUSTOMER][POSITIVE] Mhm. OK, thank you so much. That would be all.
[AGENT][POSITIVE] You're welcome. Is, is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's all for today. Thank you.
[AGENT][POSITIVE] OK. Have a good afternoon. Thank you for calling APL. Bye-bye. Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Oh