AccountId: 011433970860
ContactId: e02e3a35-56ab-4e03-bd3e-bf91c32b2378
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152250 ms
Total Talk Time (AGENT): 50181 ms
Total Talk Time (CUSTOMER): 65832 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/e02e3a35-56ab-4e03-bd3e-bf91c32b2378_20250107T16:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling um in regards to um a payment that we received on the patient and it was actually sent the same payment was sent twice.
[AGENT][NEUTRAL] OK, can I get your name and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 02462882.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so you've received the ELB with the check. Is there a claim number on the ELBs?
[CUSTOMER][NEUTRAL] Uh, the claim number, let me see here, 353-7463.
[AGENT][NEUTRAL] OK, so you received 2 checks with that claim number on it. What's the check number?
[CUSTOMER][NEUTRAL] We got
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, 2016854.
[AGENT][NEUTRAL] OK, and the, the check number is on both of the same check numbers on both?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Have they been cashed?
[CUSTOMER][NEUTRAL] We did one but we didn't the other.
[AGENT][NEUTRAL] OK, can you?
[AGENT][NEUTRAL] Shred the second one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think that um
[CUSTOMER][POSITIVE] Yeah, we can do that.
[AGENT][NEUTRAL] Let's see, that was back in [PII], yeah, [PII] the other one if you would please.
[CUSTOMER][NEUTRAL] OK, we will do that. We, yeah, one we posted to the, the, um, 1125 data service and the other one, yeah, we wanted to call to see what you wanted done.
[AGENT][NEUTRAL] And was that for 730 cents?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah. OK, we will do that. We will just shred the second one then.
[AGENT][POSITIVE] OK, [PII], thank you so much for reaching out with that information.
[CUSTOMER][POSITIVE] All [PII], thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, you too. Bye-bye.