AccountId: 011433970860
ContactId: e1f36497-c57e-4838-83fe-b6d3865972c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1019080 ms
Total Talk Time (AGENT): 218925 ms
Total Talk Time (CUSTOMER): 226258 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/e1f36497-c57e-4838-83fe-b6d3865972c0_20250318T15:10_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, so my name is [PII] calling from a provider's office um following up on a previous call regarding a check I did not receive. I believe it's it's past the um reissue time period and I still haven't received it, so I wanted to see if we could have that reissued.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sure, yes, I can assist you with that. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK. And what's the name of the facility you're calling from, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, it's Florida Allergy and asthma Associates, [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have uh the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, that is.
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 649-71 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service for that claim?
[CUSTOMER][NEUTRAL] The first date of service is [PII].
[AGENT][NEUTRAL] OK, that's for the $80.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, and what's the next date of service?
[CUSTOMER][NEUTRAL] The next date of service is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this was for procedure code 95117 and 99213? OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] Yeah, the 99213 I don't expect payment for because I don't think her policy covers visits.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] But the allergy injection it usually does cover.
[AGENT][NEUTRAL] Mhm. OK, let's see.
[AGENT][NEUTRAL] OK, so these 2.
[CUSTOMER][NEUTRAL] And then there's one more day.
[AGENT][NEUTRAL] OK, go ahead with the next one.
[CUSTOMER][NEUTRAL] That's 12 12-2024.
[CUSTOMER][NEUTRAL] That's also a 95117 for $22. The patient responsibility was $10.04 after the primary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yeah, I had called in fact it looks like I might have spoken with you, um, earlier in the month you said it was 30 business days for reissue.
[AGENT][NEUTRAL] Mhm. OK, yeah.
[CUSTOMER][NEUTRAL] So I do have check numbers.
[CUSTOMER][NEUTRAL] I don't know if you need those or.
[AGENT][POSITIVE] OK. It's, it's OK. I got them.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I have them pulled up, so let me go ahead and just
[CUSTOMER][NEGATIVE] And I still have not received, so you should still show those checks as outstanding.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If not, I have to.
[AGENT][NEUTRAL] OK, let me go ahead and pull that that's right.
[AGENT][NEUTRAL] Yes, yes, and then um.
[AGENT][NEUTRAL] No, this one, let me see.
[AGENT][NEUTRAL] But this one was issued on [PII]. Let me check the rest because, yeah, this one hasn't been 30 days yet. It was issued on [PII].
[AGENT][NEUTRAL] Um, yeah, this.
[CUSTOMER][NEUTRAL] OK, when I called.
[CUSTOMER][NEUTRAL] The 123, is that the one you're looking at?
[AGENT][NEUTRAL] No, this is, um, this is the most recent one. Bear with me just a second. Let me bear with me this other one.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, um, I was told to pay on [PII] all three of these claims.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Originally when I called.
[CUSTOMER][NEUTRAL] I was given check and payment dates of [PII] unless something happened and the checks came back and got reissued already.
[AGENT][NEUTRAL] OK, I can check and see if that's the case because yeah, it looks like these are all past again and um yeah, it looks like they all went out on [PII], so let me check the notes really quick and see if they were reissued.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, if you wanna, I don't know if you can see our previous call was on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I see that.
[AGENT][NEUTRAL] No wonder why maybe we should. I don't see any other notes after that. OK, let me put you on a brief hold. I'm just gonna check and see if it was returned. Let me check the other screen, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK. So I went ahead and search on those. It looks like um the date of service on the most recent ones are different. So I went ahead and send the request for the ones uh for December to be canceled and reissued, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, wait, I'm sorry, so did they go on 37 or no?
[AGENT][NEUTRAL] And uh-huh.
[AGENT][NEUTRAL] No, the days of service are different.
[CUSTOMER][NEUTRAL] Yeah, there's 3 different dates of service there were 3 different checks.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so did any of them go on [PII]?
[CUSTOMER][NEUTRAL] Or they're all still the original payment date of [PII].
[AGENT][NEGATIVE] They were all the original payment on [PII]. The ones on [PII], it looks like it's a different date of service.
[CUSTOMER][NEUTRAL] OK, it's not any of these 3.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it's not.
[CUSTOMER][NEUTRAL] OK, so, um, and the checks are still showing as outstanding?
[AGENT][NEUTRAL] Correct, yes. And can you verify the address for me?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, so that is the correct address so it.
[CUSTOMER][NEUTRAL] Yeah, I've gotten all my other checks, you know, it's just for some reason these and they all, I don't know if they went in the same envelope or you know just something happened with that day's mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm. Not that we are aware of. Um, I, I went ahead and check everything and also called the claims department and they did, um, they're the ones that told me, oh those are date of the date of service are different, so I went ahead and check on that as well. But we don't see anything indicating that they were returned or if there was a problem on that day. So I'm not really sure and no, they went all in separate envelopes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They'll go and separate envelopes. So, yeah.
[CUSTOMER][NEUTRAL] OK, so we're gonna request reissue on all three?
[AGENT][POSITIVE] All 3, correct.
[CUSTOMER][NEUTRAL] And about how long does that take?
[AGENT][NEUTRAL] Um, it takes 24 to 48 hours for us to, um, we issued them and then they go out by mail, regular mail. Mhm.
[CUSTOMER][NEUTRAL] Mail, OK.
[CUSTOMER][NEUTRAL] OK, any reference number for today's call?
[AGENT][NEUTRAL] Just my name and today's date.
[CUSTOMER][POSITIVE] OK, that's great. All right, thank you for your help, so I appreciate it. I'll make note of it and.
[AGENT][NEUTRAL] Mhm. OK. Is there anything else I can help you with today?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I don't expect those other checks to show up, but if they do I'll just destroy them.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, sure, no problem, Ms. [PII], but yeah, it's been a while, so I don't think they're gonna show up either. Yeah.
[CUSTOMER][NEUTRAL] Yeah, I, I think they're in limbo or I don't know.
[AGENT][NEUTRAL] I'm not sure what happened.
[CUSTOMER][POSITIVE] Yeah, OK, great, thanks so much.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] All right. You're welcome. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.