AccountId: 011433970860
ContactId: d6f0f7ca-3d38-46d8-a4ab-58d6b03ee83e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203929 ms
Total Talk Time (AGENT): 77456 ms
Total Talk Time (CUSTOMER): 89475 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/d6f0f7ca-3d38-46d8-a4ab-58d6b03ee83e_20250401T12:25_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just wondering if I could check on uh to see if a claim was received. I don't see it at all in the system and I just wanted to verify.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] Um, it's my name is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number and a good phone number in case we're disconnected [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, of course, um, so the policy number that I have, sorry, I'm just getting it back into that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy number I have um for the patient is um it's 02475478ML8.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you needed um my facility phone number?
[AGENT][POSITIVE] A good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Or the patient's phone number?
[CUSTOMER][NEUTRAL] Yeah, sure, it's uh [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's I have [PII] Parent date of birth [PII].
[AGENT][NEUTRAL] OK, so we're checking claim for which data service?
[CUSTOMER][NEUTRAL] Sure, it was [PII].
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] Sure, uh, the amount, um.
[CUSTOMER][NEUTRAL] Was $399.29.
[AGENT][NEUTRAL] OK. Is this a facility charge?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the name of the hospital?
[CUSTOMER][NEUTRAL] Sturdy Memorial Hospital.
[AGENT][NEUTRAL] OK, so I'm showing a payment of $354.97 was processed on [PII].
[AGENT][NEUTRAL] I'm showing a check number of 201.
[AGENT][NEUTRAL] 852 9.
[AGENT][NEUTRAL] And what is the billing address for this location?
[CUSTOMER][NEUTRAL] Um, we have, it's at [PII].
[AGENT][POSITIVE] OK, so that is the address it was mailed to that I showed that it's still outstanding.
[CUSTOMER][NEUTRAL] OK, yeah, that's been a while too um I can check with my cashier's office, but most likely they would have already posted this and cashed it by now um what's the next step if we need to get this canceled and and uh the check canceled and redone?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, after verifying with the appropriate area on your end, you can call us back and let us know that you did check and do not show record of receiving the check, and then we could, um, we'll then verify with our bank if it's cleared and if it's not, then we can void it this check and then reissue a new one to the address that you verified.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome alright thank you so much for your time. Can I just actually have a reference number for the call?
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date as your reference, [PII], first initial of my last name is [PII]. Any other questions?
[CUSTOMER][POSITIVE] Uh, no, that'll do it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.