AccountId: 011433970860
ContactId: e20d2940-6ee3-46f3-8655-781fe473c13b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221460 ms
Total Talk Time (AGENT): 83939 ms
Total Talk Time (CUSTOMER): 93167 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e20d2940-6ee3-46f3-8655-781fe473c13b_20250528T12:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] at kidney specialist at Paducah.
[CUSTOMER][NEUTRAL] And what I'm calling for is I have received a letter from APL about regarding an outstanding check number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I cannot locate this check number, but I also try to see if I can find like what patients patient it is on so I can try to find it that way but I have no information at all regarding this.
[AGENT][NEUTRAL] All right. And um did it came with a letter or excuse me, or any reference number that
[CUSTOMER][NEUTRAL] It's got a it's got um our payer reference number which is our tax ID it's [PII].
[AGENT][NEUTRAL] And for what group is it?
[CUSTOMER][NEUTRAL] We're the kidney specialist at Padua.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So this is um a provider and not a a group employer correct?
[CUSTOMER][NEUTRAL] This is a physician's office.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], um, what I'm gonna do is gonna go ahead and transfer you to the claims department. Um, they will go ahead and assist you further locating, um,
[AGENT][NEUTRAL] Check for the patient and who is going to. Does that sound all right?
[CUSTOMER][NEUTRAL] OK, OK, that's fine.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Hold on a second for me, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Ms. [PII]. I have Miss [PII] with the physician's office. She says that they have a um outstanding check for a patient, but it doesn't say, um.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Patient number, they haven't been able to locate it.
[CUSTOMER][NEUTRAL] OK, so it's a provider's office stating they have a payment for a member, but they can't locate the member.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that something that you can help? All right.
[CUSTOMER][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] I can help her with that. And what is her callback number?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, I grabbed the one she's calling from [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's the one. Did you verify that, oh, that is?
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] No, unfortunately, I didn't.
[CUSTOMER][NEUTRAL] You verify that that's the number?
[AGENT][NEUTRAL] Um, I just grab that one.
[CUSTOMER][NEUTRAL] OK, no, I'm not gonna. OK, I'll get it from her, yeah, because that's generally not the correct number. The one that's on the screen is not actually the number they're calling from, so I'll ask her what's the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'll just, did you get any additional information from her [PII], or is that all you have?
[AGENT][NEUTRAL] Um, that is all I have. Um, it's um the providers.
[CUSTOMER][POSITIVE] OK, I'll be happy to talk to her.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Yeah, I'll talk to her.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[CUSTOMER][NEUTRAL] Can you hear that?