AccountId: 011433970860
ContactId: d1135527-81c2-4caa-af8c-af0c029cb6c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301450 ms
Total Talk Time (AGENT): 125532 ms
Total Talk Time (CUSTOMER): 94294 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/d1135527-81c2-4caa-af8c-af0c029cb6c3_20250217T13:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] with Florida Eye and Microsurgical Institute. This is just a follow-up phone call on a check that was supposed to be reissued, so I just want to be sure that it is processing.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, sure, so you.
[CUSTOMER][NEGATIVE] It was not cash.
[AGENT][NEUTRAL] Uh-huh. No, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] No, it wasn't cash, um, so we had called on [PII] and I spoke with [PII] and she was having the check recut.
[AGENT][NEUTRAL] OK, so you just want to verify if that check has been reissued to you, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] It's 022 039.
[CUSTOMER][NEUTRAL] 63 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] OK, thank you, give me a moment to get the member's information pulled up please.
[AGENT][NEUTRAL] And any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] I'm gonna spell it out cause I couldn't pronounce it. It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh uh let me do it again. [PII] Last name is [PII] A. Date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her, please?
[CUSTOMER][NEUTRAL] [PII] for 1500.
[CUSTOMER][NEUTRAL] And this is a secondary policy to stigma.
[AGENT][NEUTRAL] That is correct. This is a supplemental policy, so give me just one moment, please.
[AGENT][NEUTRAL] OK, so I do see that this was reissued on [PII].
[AGENT][NEUTRAL] And the amount was 50275.
[AGENT][NEUTRAL] The check number that this was reissued on to you all is 2026424.
[CUSTOMER][NEUTRAL] And can you verify where it was [PII], please?
[AGENT][NEUTRAL] The claim's mailing address is [PII].
[CUSTOMER][POSITIVE] OK. Uh, it should be coming shortly. Thank you so much, [PII]. Can I just get a confirmation number, please? And I'm sorry about the dog. His face really hurts.
[AGENT][POSITIVE] Absolutely
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] That's OK. So, yes, ma'am, you're gonna um use my name along with today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then also, yes, just one more thing, [PII], I don't know, um, [PII] may have given this to you, but if you need a copy of the explanation of benefits, you can print that also from our portal by going to [PII].
[CUSTOMER][POSITIVE] Awesome, [PII], thank you.
[CUSTOMER][NEUTRAL] OK. Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'm assuming that the EOB is gonna come with the check, because this is a physical check, correct?
[AGENT][NEUTRAL] Yes, ma'am. It
[AGENT][MIXED] That is correct, but in case for some reason it was not included, you should be able to print that with that claim number from the portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] OK. [PII], thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] Absolutely. You are certainly very welcome. It was my pleasure. So if that's all then that I can help you with this morning, [PII], I hope you have a wonderful day and thank you again for calling APL.
[CUSTOMER][POSITIVE] You thank you too bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.