AccountId: 011433970860
ContactId: d01b85bb-d5a4-488d-9e93-d6dee1515029
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502470 ms
Total Talk Time (AGENT): 241089 ms
Total Talk Time (CUSTOMER): 136761 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/d01b85bb-d5a4-488d-9e93-d6dee1515029_20250210T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you?
[AGENT][POSITIVE] I'm good. How are you, memory?
[CUSTOMER][NEUTRAL] I'm good um I have a, um, provider on the line calling to verify what address we have for them, um, that we send claim checks to.
[AGENT][NEUTRAL] OK, um, do you have a recent check number or claim or something that we've sent that we could.
[AGENT][NEUTRAL] Look at.
[CUSTOMER][NEUTRAL] I do not know. I can check with her. This is the first time I've ever had a call like this, so I was like, um, let me see.
[AGENT][NEUTRAL] OK, the, the reason I ask is because you know some of our tax IDs could have anywhere between 1 or 2 up to hundreds of addresses depending on how big that business is I guess you could say so to be able to verify it just by their tax ID would be very difficult so unless they have um a specific.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient or insured that they're looking to see if we've made a payment for um I don't know that we would be able to confirm without going through every single address we have in our VN screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if they have a check number.
[AGENT][NEUTRAL] That maybe they've called before and said hey this check number was supposed to be sent to us but we don't have it yet then we can verify like that or if they have a patient insured policy number um that they can say this date of service you know we were told it was processed but we still haven't gotten anything then we can verify that way because like I said like some places have hundreds.
[AGENT][NEUTRAL] Of tax uh like addresses associated with their tax ID and so it would be.
[AGENT][NEUTRAL] It would be a lengthy process. I mean we could go through one by one if they don't have anything, but it would be quicker to verify for a specific location if they have an insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like a claim that they need to essentially check status for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I just need to ask her for that and then transfer her over to you if she does?
[AGENT][NEUTRAL] You can, yeah, um, and then, um.
[AGENT][NEUTRAL] If she doesn't then I would just get that tax ID get the address that it should be and what you know submit that hub request or something and just kind of put in that hub request or in the, you know, whatever it is that you submit to us for review that they did not have a specific claim that they were looking for they wanted to make sure that this address was on file.
[AGENT][NEUTRAL] And we can call back and let them know yes or no or you know they can submit a W-9 and we'll get it added. I mean it's gonna be one of the two.
[AGENT][NEUTRAL] Situations yeah so if they don't have a specific claim they're actually needing like status on like that they know they should have been paid for or they've been told they should have been paid for that we can look at and verify that the address matches where it should go um then it's going to take us some time to actually look at it and we'll we'll need to do a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, let me check with her real quick and see if she has a specific person, and if not, I'll get all the information and just submit a request.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, that sounds good.
[CUSTOMER][NEUTRAL] Alright, hold on just a second, let me just double check with her.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright [PII], um, I have [PII] on the line she's gonna help you out with those check numbers today. [PII], she does have some check numbers that they are still waiting on that she needs to check the address that they went to.
[AGENT][POSITIVE] OK, I can do that.
[CUSTOMER][POSITIVE] Alright well thank you so much [PII] have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you as well thank you for your help. No problem bye bye.
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Hello, how are you?
[AGENT][NEUTRAL] I'm doing well. OK, so you have a few checks that you guys were expecting and you have the check numbers but it looks like you haven't gotten them.
[CUSTOMER][NEUTRAL] Um, as far as we're aware, uh, yes, um, I'm not 100%, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess pretty much we just wanted to call to make sure we just have the right address on file with you guys.
[AGENT][NEUTRAL] OK, all right, um, so can you provide me with the first check number and we'll just pull it up and kind of see what that one looks like and then we'll go from there.
[CUSTOMER][NEUTRAL] Yeah, yep, so the first one is 0508887.
[AGENT][NEUTRAL] OK, it looks like it was going to Sweetwater Medical Center, is that correct?
[CUSTOMER][POSITIVE] That is correct. Yup.
[AGENT][NEUTRAL] OK, so that went to address [PII].
[CUSTOMER][POSITIVE] OK, perfect, yeah.
[CUSTOMER][POSITIVE] Yep, that's right, perfect, good.
[AGENT][POSITIVE] OK, and that check actually did clear, so that one's been received and cleared.
[CUSTOMER][POSITIVE] OK good deal OK.
[CUSTOMER][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] I'm sure these other ones are probably good then too, but can you check on the system please?
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Um, the next one is 050936.
[AGENT][NEUTRAL] 936 OK.
[AGENT][NEUTRAL] OK, that one went to the same address and it also cleared back in [PII].
[CUSTOMER][POSITIVE] All right awesome.
[CUSTOMER][NEUTRAL] And then there is 051092.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that one, same address, um, and it cleared back in also in [PII].
[CUSTOMER][POSITIVE] Alright, awesome and then just one more is 051200.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, same address and it cleared in [PII].
[CUSTOMER][POSITIVE] Beautiful. Perfect. Alright, awesome we're all set then.
[AGENT][POSITIVE] OK, perfect. OK, let us know if you need anything else, [PII].
[CUSTOMER][POSITIVE] All right thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome. No problem at all. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah bye bye.
[AGENT][NEUTRAL] Bye-bye.