AccountId: 011433970860
ContactId: d2ddc113-59ad-479d-9d6e-998e4f3526d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 596869 ms
Total Talk Time (AGENT): 106338 ms
Total Talk Time (CUSTOMER): 101359 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/d2ddc113-59ad-479d-9d6e-998e4f3526d7_20250221T19:42_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, good afternoon. My name is [PII]. I'm calling from Baptist Primary Care and I'm calling to request a check tracer for one of the, one of our patient claims.
[AGENT][POSITIVE] OK, sure, I can assist you, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course that would be [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, that would be 01935501, M as in Mary, L as in Larry is the number 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK one moment let me pull up this information.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, the member's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Do you have like a claim number or do you have the date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me check here. I do have a claim number it's 3541221.
[CUSTOMER][NEUTRAL] And it should be for data service [PII], 2024.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so you need me to check and see if um the check was cash or?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, you need to have a stop. Well, let me check first and see if it's been cleared, OK? Do you mind holding for me, Miss?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that sounds good.
[CUSTOMER][POSITIVE] No, no worries thank you so much.
[AGENT][POSITIVE] You're welcome.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for anesthesia. OK, um, yeah, it, it looks like it's still outstanding, so what I'm doing, I, I'm, I, I'm finishing this, but I'm just gonna go ahead and send this over to the correct department so they can cancel and reissue the check. Is that OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, that's fine. Let me confirm the address, double check and make sure it's correct. Um, it should have been issued to Baptist Primary Care, um, and our [PII] box is [PII].
[AGENT][NEUTRAL] Uh-huh, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, and that is the correct, that is, and that's why I came back to the phone before I sent it to make sure we have the right address. OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] No, I appreciate that. Thank you so much.
[AGENT][NEUTRAL] Alright, OK, so let me just submit this information now that I know is correct. OK, and um, yeah, it usually takes 24 to 48 hours for them to um do all the process and get the check reissued, OK?
[CUSTOMER][POSITIVE] Awesome
[CUSTOMER][POSITIVE] Perfect, that sounds good um and can I have your name? I didn't catch it at the beginning of the call.
[AGENT][NEUTRAL] Oh, sure, no problem. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII] and um is there a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name and today's date if you will.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect, that sounds good to me so I'll allow it a couple of weeks and then for us to receive that reissued payment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, Ms. [PII]? You're welcome.
[CUSTOMER][POSITIVE] Mhm sounds good thank you so much.
[CUSTOMER][POSITIVE] No, that'll be all. Have a wonderful weekend.
[AGENT][POSITIVE] You as well thank you for calling APL. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.