AccountId: 011433970860
ContactId: e2a59ec3-46d2-423d-bad9-58f2d5caf014
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 645729 ms
Total Talk Time (AGENT): 156142 ms
Total Talk Time (CUSTOMER): 154969 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/e2a59ec3-46d2-423d-bad9-58f2d5caf014_20250314T13:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm calling from my provider's office, and I was calling to check status on a claim, please.
[AGENT][NEUTRAL] OK, [PII], how do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And I'm sorry, how do you spell yours?
[AGENT][NEUTRAL] [PII], first initial of my last name is [PII], and you'll use my name and today's date as reference for today's call. And [PII], what's the policy number?
[CUSTOMER][POSITIVE] Awesome. Thank
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 025362228.
[AGENT][NEUTRAL] A good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] And verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, Ms. [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII], and you're checking claim status?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] The data service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Showing that this claim was processed on [PII].
[AGENT][NEUTRAL] And it issued a payment of $217.80.
[CUSTOMER][NEUTRAL] And may I please have a check number?
[AGENT][NEUTRAL] Mhm. It's 201.
[AGENT][NEUTRAL] 87
[AGENT][NEUTRAL] 24. Can you verify your billing address?
[CUSTOMER][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] [PII], let me give you the make sure I'm giving you the correct one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I'm showing that it was mailed to a physical address.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Are you sure that check has been cashed?
[AGENT][NEUTRAL] I don't show that it has. Um, we can verify if it's cleared the bank. If it has not, then we can request that this check be voided and reissued.
[CUSTOMER][NEUTRAL] Is there any way you can check that because we haven't received the payment.
[AGENT][NEUTRAL] OK, what's the billing address on your claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Let's see.
[AGENT][NEUTRAL] OK, which is where we mailed it to you. Are you at that location?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we can verify on our end if it's cleared out.
[AGENT][NEUTRAL] Excuse me, our bank.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if not, we can request that it be um.
[AGENT][NEUTRAL] Voided and reissued.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To the physical address verified. All righty. Anything else?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, let's see here. And most time, can you check a number member for me same family.
[AGENT][NEUTRAL] OK. Give me just a second.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm gonna prepare this one right now while I have you here, so just trying to write it up. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And I'm doing a check search while we're at we're at it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Miss, um, can, can you, when was that check issued?
[AGENT][NEUTRAL] The date that it processed.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][POSITIVE] Good for me.
[CUSTOMER][NEUTRAL] Oh, I haven't read it yet.
[CUSTOMER][NEUTRAL] Yeah, I just did a search in our bank account.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you don't see it.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] And just to verify the check number 2018724.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so we've sent that one off.
[AGENT][NEUTRAL] And you said is it for a different person?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, in the same family.
[AGENT][NEUTRAL] Mhm. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, I didn't even know.
[AGENT][NEUTRAL] Uh, the check number for this one is 201.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 872 5.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Mhm. 8725.
[AGENT][NEUTRAL] Uh, this claim was processed on [PII], issued a payment of 21,780.
[CUSTOMER][NEUTRAL] To accept
[AGENT][NEUTRAL] And I show this one is still out.
[CUSTOMER][NEUTRAL] And you said it was issued on [PII].
[AGENT][POSITIVE] 12:[PII]. Mhm, this one is outstanding as well, so we'll make a request for this one as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Morning.
[CUSTOMER][POSITIVE] Are you? Good, good. Yeah.
[AGENT][NEUTRAL] All right, so we got that one set up as well.
[CUSTOMER][POSITIVE] OK awesome thank you so.
[AGENT][NEUTRAL] And so once we get a
[AGENT][NEUTRAL] You're welcome. I'm sorry. Once we get a response, Ty, um, if the checks have not cleared the bank, um.
[CUSTOMER][NEUTRAL] Mhm go ahead
[AGENT][NEUTRAL] These will be voided and then new checks will be reissued so allow about 5 to 7 business days and you can call back and get a status.
[AGENT][NEUTRAL] Of that of the reissuance.
[CUSTOMER][POSITIVE] OK, awesome. Thank you so much, Ms. [PII].
[AGENT][POSITIVE] All righty. Anything else we can help out with today? You too.
[CUSTOMER][POSITIVE] Awesome have a great day.
[CUSTOMER][POSITIVE] No ma'am, that'll be uh awesome bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.