AccountId: 011433970860
ContactId: dde09d14-59f1-4b76-91e8-ce134cc1d5ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380000 ms
Total Talk Time (AGENT): 86547 ms
Total Talk Time (CUSTOMER): 108706 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/dde09d14-59f1-4b76-91e8-ce134cc1d5ee_20250625T16:21_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. I'm calling regarding the claim status. Before proceeding, I would like to share you this call is recorded for training and quality purpose. Is it OK for you?
[AGENT][POSITIVE] I'd be happy to assist with claim status today um if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII] extension 7033.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02419355
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[CUSTOMER][NEUTRAL] Can you spell out your name for me?
[AGENT][NEUTRAL] It's [PII] A. Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII], with total charge $500 even.
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. I'm showing a payment was made on that claim in the amount of $286.91 payment was made on [PII].
[CUSTOMER][NEUTRAL] Uh, when was it?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, when was this?
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh, uh, uh, can you provide me the, uh, check number, issue date and, uh, check it and uh clear date.
[AGENT][NEUTRAL] Check date is [PII] and the check number is 2018614.
[CUSTOMER][NEUTRAL] OK. Uh, when it was cleared?
[AGENT][POSITIVE] Um, it's still outstanding.
[CUSTOMER][NEUTRAL] Uh, can you please reissue the check?
[AGENT][NEUTRAL] OK, um, can you verify the mailing address?
[CUSTOMER][NEUTRAL] Oh sorry, which one, the pay to address?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Just a minute. I will provide you that.
[CUSTOMER][NEUTRAL] [PII]. ZIP code will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up.
[AGENT][NEUTRAL] Let me pull up the claim and make sure that's what we have um because if that's not what we have, you need to submit a corrected claim one moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, will be [PII]. ZIP code will be [PII].
[AGENT][NEUTRAL] OK, that's what, that's what we sent it.
[CUSTOMER][NEUTRAL] This one is paid to address.
[AGENT][NEUTRAL] That's where we sent it, is that not the correct one?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh yeah, sure. Thank you so much. Uh, can you please recheck, uh reissue the payment?
[AGENT][NEUTRAL] OK, so that's the correct the PO box is the correct mailing address.
[CUSTOMER][NEUTRAL] Yeah. And also can you provide me the turnaround time?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it can be up to, um, stop paying reissue can take, um, anywhere between 14 business days to 30.
[CUSTOMER][POSITIVE] 14 business days, right? Thank you so much.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll submitted that stop pay request.
[AGENT][NEUTRAL] Um, so if you can just allow up to the 14 business days.
[CUSTOMER][NEUTRAL] OK, can I.
[CUSTOMER][POSITIVE] Uh yeah, thank you so much. Can you provide me the claim number also?
[AGENT][NEUTRAL] Claim number is 3541181.
[CUSTOMER][POSITIVE] OK, thank you so much. Con confirm the call reference number.
[AGENT][NEUTRAL] Reference is just my name [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Uh no, thank you so much, [PII]. Have a good day. Bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, bye.