AccountId: 011433970860
ContactId: e3043a1a-313f-422f-8405-27ab742ddb5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301910 ms
Total Talk Time (AGENT): 133716 ms
Total Talk Time (CUSTOMER): 101450 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/e3043a1a-313f-422f-8405-27ab742ddb5d_20250307T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling you from provider's office, checking on claim status.
[AGENT][NEUTRAL] OK, I'll be checking a claim for you. Uh, can I get, excuse me, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line?
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 249-749-0.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII], total charge.
[CUSTOMER][NEUTRAL] $349 even.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] I'm sorry, [PII], what was the name of what was the provider's office this was with?
[CUSTOMER][NEUTRAL] Holy Cross Medical Group.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So we did pay a benefit for this claim of $10 however for um we are missing the primary EOB.
[AGENT][NEUTRAL] For the other procedure codes.
[CUSTOMER][POSITIVE] OK. Uh, however, as per checking into our end, uh, the primary has paid all the amount. The remaining leftover patient responsibility was $10 and it has been paid. And uh may I know the mode of payment for this one?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it was a paper check. If you'll give me one moment, I'll get that information for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, um, did you want me to give you that claim number first?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so that check number is 20.
[AGENT][NEUTRAL] 26
[AGENT][NEUTRAL] 308.
[AGENT][NEGATIVE] And I am showing this check was issued [PII], and it has not yet cleared.
[AGENT][NEUTRAL] Whenever you're ready, I can verify that address that it was sent to.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, the address is [PII], is that correct?
[CUSTOMER][NEUTRAL] OK. Yes. And uh can I get the claim number?
[AGENT][NEUTRAL] That is the correct address?
[AGENT][NEUTRAL] Yes, uh, claim number is 3560087.
[CUSTOMER][NEUTRAL] OK, sure. And uh um can you please do a check price for this one?
[AGENT][NEUTRAL] Do what? I'm sorry.
[CUSTOMER][NEUTRAL] Check trace. As the check has been noted cash. Can you please initiate the check trace?
[AGENT][NEGATIVE] Sure, yes, it has not yet cleared, um, and as I believe it has been over 30 days, um, then I should be able to get this voided and reissued to you.
[CUSTOMER][NEUTRAL] OK, so you are suggesting me to allow a little bit more time.
[AGENT][POSITIVE] Correct, yes, yes, sir.
[CUSTOMER][NEUTRAL] I'm right?
[CUSTOMER][NEUTRAL] OK. Can we allow more 14 days?
[AGENT][NEUTRAL] Um, that should be fine, um, as this one is going to be, um, I'm going to get this current check voided and then reissued to you.
[CUSTOMER][NEUTRAL] OK. You mean you're avoiding this uh initial check and you will reissue a new check, I'm right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, no, uh, no, let's see, we will allow a little bit more time as 14 days for this one.
[AGENT][NEUTRAL] OK, you want to allow more time before I void this check?
[CUSTOMER][NEUTRAL] If it has been not yet clear.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, that's perfectly fine, um, yeah, so whenever you would like, however long you'd like to give it if you've still not received it, you could just give us a call and then we can get it voided and reissued.
[CUSTOMER][NEUTRAL] Yeah, sure. And uh may I have your name, spell, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Initial and last name?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] Call reference will be your name and today's time, right?
[AGENT][NEUTRAL] It'd be my first name, last initial, and today's date, yes, uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] Uh, no, thanks for assisting me. Have a good day. Bye-bye.
[AGENT][POSITIVE] OK, of course, thanks for calling APL you too bye bye.