AccountId: 011433970860
ContactId: d21017f3-8970-4afe-ab8f-0e5abdb0016e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343540 ms
Total Talk Time (AGENT): 88061 ms
Total Talk Time (CUSTOMER): 152023 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/d21017f3-8970-4afe-ab8f-0e5abdb0016e_20250306T20:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, it was kind of cutting out at the beginning. What was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] So, thank you. Hi, so. OK, I'm sorry about that.
[AGENT][NEUTRAL] I initial M.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[CUSTOMER][NEUTRAL] I think we have like a 7 2nd delay. I don't mean to talk over you. I apologize.
[AGENT][POSITIVE] It's OK. Don't worry.
[CUSTOMER][NEUTRAL] Um, uh, my name is [PII]. I'm with Baptist Health Medical Group, and, um, I've gone through your website. I found, uh, an EOB for a patient, but I need help with maybe uh determining where the payment was sent.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, I can assist you with that, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. My extension is [PII].
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 140.
[CUSTOMER][NEUTRAL] I'm sorry, let's try it again. 1480429.
[CUSTOMER][NEUTRAL] Oh hold on, I'm so sorry so I was working on another account that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mr. [PII], no, that's his.
[CUSTOMER][POSITIVE] Goodness gracious. OK. Do you still have that or do I need to give it to you again?
[AGENT][NEUTRAL] Yeah, no, I, I still have it. What's the name and date of birth?
[CUSTOMER][NEUTRAL] Well, actually there's a little bit more, so you got the [PII], is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh yeah, I got the whole thing. Yes, mhm.
[CUSTOMER][NEUTRAL] OK, well, after the [PII], there's a letter, the letter [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we don't need that. It's OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, um, and now you need the member's name and date of birth, is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. And um do you have like a claim number or do you have the date of service?
[CUSTOMER][NEUTRAL] Uh, let's see, claim claim number, OK, 356-062-2.
[AGENT][NEUTRAL] OK, let me pull the image of that check. One moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, it's gonna be one minute. I'm waiting on the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that's the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, so it looks like um.
[AGENT][NEUTRAL] Went to the [PII].
[CUSTOMER][NEUTRAL] Yes, OK, that is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, yeah, that's um.
[CUSTOMER][NEUTRAL] Not the lockbox, but that's, that is our another payment address. Um, is there any way to tell if that was a bulk or a single payment?
[AGENT][NEUTRAL] It's a single payment, it's a paper check, single check.
[CUSTOMER][NEUTRAL] OK, paper check and then is there any way to determine if that has been, uh, if it's cleared yet?
[AGENT][POSITIVE] It's still showing outstanding.
[CUSTOMER][POSITIVE] Outstanding, OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, let's see, so this, oh yeah, this is just 26 of 25, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I, I guess I'm gonna get with our payment posting team to see if they can help me track down that payment um.
[CUSTOMER][NEUTRAL] Usually what is your um policy on.
[CUSTOMER][NEUTRAL] Um, reissuing checks if they're outstanding, do they have to be outstanding for a while?
[AGENT][NEUTRAL] Um, I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 30 days, um, at least 30 days.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] If we're going by 30 business days we're probably right at that now. OK, I am going to investigate on my end. Can I get a reference number for the call? I think that's all I need.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have reference numbers now you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, so thank you so much for your help uh you have a good rest of your day.
[AGENT][POSITIVE] You as well, Miss [PII] and thank you for calling APO. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Yeah.