AccountId: 011433970860
ContactId: d744df73-c9bd-44f9-a006-d10bda3fbaf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398850 ms
Total Talk Time (AGENT): 138851 ms
Total Talk Time (CUSTOMER): 111240 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/d744df73-c9bd-44f9-a006-d10bda3fbaf6_20250221T13:40_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, I'm [PII] calling from Mercy Hospital, checking on a claim. Could you please help me with that?
[AGENT][NEUTRAL] OK, [PII], you have one claim that you're needing status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] My callback number is [PII] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Member's policy number is 01828783.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] with us.
[CUSTOMER][NEUTRAL] And then I can actually I have I have uh.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount for him please [PII].
[CUSTOMER][NEUTRAL] Date of service is [PII]. Bill amount is $5,629 even.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and again, you said that the billed amount is $5,629. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this claim was received on 9-25-2024.
[AGENT][NEUTRAL] It was processed on [PII]. The claim number is 351-0960.
[AGENT][NEUTRAL] There was a benefit paid in the amount of $2,591.69.
[CUSTOMER][NEUTRAL] OK. May I have the mode of payment?
[AGENT][NEUTRAL] And that was, that was paid on single check, 2004869.
[AGENT][NEUTRAL] And as of now that check that she still show as open verify the address please for the payment.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Is it sent to the address [PII]?
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, thank you for that. Uh, may I know when was the check issued and when was it cashed?
[AGENT][NEUTRAL] As I stated, it is still showing as open and I it was issued on the same date as the process date.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Could you please help me with the
[CUSTOMER][NEUTRAL] If it is a single check or a bulk check?
[AGENT][NEUTRAL] As I stated, it was a single check.
[CUSTOMER][NEUTRAL] OK, just a moment, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for patiently waiting. May I know, uh, like how many, till how many days it can be outstanding and how, when can we withdraw it because it is still not out it is still outstanding.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I can send a request to verify that it is still outstanding and if so to get it approved to void and reissue.
[CUSTOMER][NEUTRAL] May I know if you can copy, uh, if you can fax a copy of check to us for this one?
[AGENT][NEUTRAL] No, ma'am, I can't do that.
[AGENT][NEUTRAL] Um, I can, yes, I cannot do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, can you please send a request to void and reissue the check?
[AGENT][NEUTRAL] Yes, I will. That will take approximately 7 to 10 business days.
[CUSTOMER][NEUTRAL] Wait
[CUSTOMER][NEUTRAL] OK. Could, may I know if there is any tracking number or the ticket number for that?
[AGENT][NEUTRAL] No, ma'am, not as of now. There is not.
[CUSTOMER][NEUTRAL] Could you please help me with the call reference number?
[AGENT][NEUTRAL] Yes, it would be my name along with today's date and if you need a copy of this specific EOB list so you may print that from our portal by going to [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, thank you for that information. Just for my documentation, could you please spell your name?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you for providing with the assistance. Have a nice day. Bye bye.
[AGENT][POSITIVE] Yes ma'am, you too, and thank you again for calling APL if that's all that I can help you with.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.