AccountId: 011433970860
ContactId: de46633c-6da7-4f22-8e13-fc8eac625317
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 743940 ms
Total Talk Time (AGENT): 106984 ms
Total Talk Time (CUSTOMER): 121139 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/de46633c-6da7-4f22-8e13-fc8eac625317_20250317T15:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't get your name. What was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, this is uh [PII]. I'm calling from South Miami Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And how may I assist you today, Ms. [PII]?
[CUSTOMER][NEGATIVE] Uh, yes, um, I had called back in January and they, um, um, somebody advised that a check was sent to us in December or a check was processed in this uh not processed but sent to us in December for 205,920. I still don't have that check, so I need to check to see if there uh it's still outstanding when I called back in January it was still not cashed.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I can check on it. And uh may I have a callback number just in case we get disconnected, Miss M?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And um do you have the policy number of the patient, [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. Hold on.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It is 0184.
[CUSTOMER][NEUTRAL] 1849 MLB.
[AGENT][NEUTRAL] OK. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh uh again, uh, the check was supposed to be for [PII].
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] But the bill, uh, the total bill was 40,812.
[AGENT][NEUTRAL] OK, um, let me check and see what happened to that check and see how it's reflecting on my end. Do you mind holding for me while I do my research?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Sure. Thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, um, Ms. [PII]. OK, um, I don't see where it's been reissued, but it has not been cleared either. So I'm gonna go ahead and send the request to reissue, OK? So I'm gonna put you on a hold for a little bit longer, OK? I'm just gonna go ahead and send this over. You're welcome. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Ms. [PII]. Um, can you verify the address that the check needs to go to just to make sure we have the correct address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was just gonna verify the address. That's funny. I said when you get back on, I'm going to verify the address. OK, let's see. This is for [PII]. It's [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, and that's the one we have. So the address is correct.
[CUSTOMER][NEUTRAL] Yeah, I don't know what happened to that check.
[AGENT][NEUTRAL] It was fine things like this happen all the time, so it's fine.
[AGENT][NEUTRAL] It's the mail
[AGENT][NEUTRAL] Alright, so let's see, it comes to your address is correct. OK, so I did indicate that the address is correct. We don't have to change that and there it goes. So I went ahead and send a request for the uh check to be canceled and reissued, OK.
[CUSTOMER][NEUTRAL] No, yeah, yeah.
[CUSTOMER][NEUTRAL] OK, perfect. What's uh my reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] It's [PII]?
[AGENT][NEUTRAL] Yes, mhm. Last initial [PII]
[CUSTOMER][NEUTRAL] Uh, um, OK. And uh today's date, [PII]. OK dokey.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All righty. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO. Have a good day, Ms. [PII]
[CUSTOMER][POSITIVE] OK thanks bye.
[AGENT][POSITIVE] You're welcome, bye.