AccountId: 011433970860
ContactId: df211d38-af3b-47b0-a092-19b639373235
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 427980 ms
Total Talk Time (AGENT): 96359 ms
Total Talk Time (CUSTOMER): 246145 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/df211d38-af3b-47b0-a092-19b639373235_20250519T15:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] with Mercy Health Physicians. I've got a claim that we filed to you and I just found on the portal after registering that the claim has paid.
[CUSTOMER][NEUTRAL] And it provided a check number but I need to confirm some information on this and also um see if I can find out if this check cleared because I'm not finding it in our system.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02465409.
[AGENT][NEUTRAL] And do you have the claim number?
[CUSTOMER][NEUTRAL] I probably do, yeah, here it is. I was looking at the EOB 3591078.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And who was the patient?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth, uh, yeah, [PII].
[AGENT][NEUTRAL] And his date of her date of birth.
[AGENT][NEUTRAL] Thank you, [PII], and you just had a question on uh that claim number?
[CUSTOMER][NEUTRAL] Yes, I need it shows that it's paid and it gave a check number. um I am not showing we've received this yet. I do see.
[CUSTOMER][NEUTRAL] That it looks like it was addressed to [PII], which is the facility. Um, that is not where we request our payments to go, but we can sometimes get them transferred over, um, but before we can send this to like our cash posting department to review.
[CUSTOMER][NEUTRAL] We have to find out as the claims follow up department, we have to find out if the payment cleared and we have to give them a cleared date.
[AGENT][POSITIVE] OK, I can look that up for you. I'm showing is still outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, how.
[AGENT][NEUTRAL] Hold on, let me see when it was issued.
[CUSTOMER][NEUTRAL] I say the EOB shows [PII], so that's.
[AGENT][NEUTRAL] Yeah, that's when it was. Yes, it was paid for 18.
[AGENT][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] That's just barely a month, but I don't know how long you all allow before you reissue checks.
[AGENT][NEUTRAL] 30 days.
[CUSTOMER][NEUTRAL] 30 days.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is this qualified or is that 30 business days?
[AGENT][NEUTRAL] No, it would qualify. Hold on just a moment. I'm looking up, I'm pulling up the claim to look at the address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I guess too it makes a difference if that was a paper check.
[AGENT][NEUTRAL] It is a paper check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment, let me look at something.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, we sent it to [PII]. That was what was on the claim.
[CUSTOMER][NEUTRAL] Yeah, we had an issue for a while where.
[CUSTOMER][NEUTRAL] Our clearing house was putting the
[CUSTOMER][NEUTRAL] Facility in [PII] rather than what we've got listed as far as a PO box, um, can I fax you a W-9 or something to get that address changed and get it reissued?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you can fax a W9.
[AGENT][NEUTRAL] What address do you want it reissued to?
[CUSTOMER][NEUTRAL] It needs to go to Mercy Health Physician, [PII].
[AGENT][NEUTRAL] Pa
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, yeah, you would have to send in a corrected W-9 and a um.
[AGENT][NEUTRAL] For in a corrected claim with that PO box on there if you want it to go to that PO box.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I can send both of those. um, can I get a, get the fax number to which I can send this?
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, can I get a reference number for our call and I will get this fax.
[AGENT][NEUTRAL] OK, we do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and you said your name was [PII], right?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][POSITIVE] I actually wrote it down for a change when you said it. I usually forget to do that. All right. All right, thank you so much. Uh you've been very helpful. Thank you.
[AGENT][POSITIVE] You, you're welcome, [PII]. Thank you for calling APAL, [PII]. You have a good day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.