AccountId: 011433970860
ContactId: e666c2ab-8497-45e5-ba4a-213ee01f99e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245460 ms
Total Talk Time (AGENT): 101629 ms
Total Talk Time (CUSTOMER): 73201 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/e666c2ab-8497-45e5-ba4a-213ee01f99e8_20250210T16:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] This is [PII] with each Jefferson Family Practice. I'm calling on a status of a claim that's not paid.
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII]. Give me one moment. And do you have a policy number?
[CUSTOMER][NEUTRAL] It's 015998599.
[AGENT][NEUTRAL] OK, thank you. And a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me one moment, please.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. And you say you're calling for a claim status, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, what was that date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] The charge amount is $370.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] East Jefferson Family Practice Doctor [PII]'s office.
[AGENT][NEUTRAL] Jefferson family.
[AGENT][NEUTRAL] OK, it looks like on that claim we paid $25.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this was on.
[AGENT][NEUTRAL] Uh, it looks like it processed on [PII]. Have you all received that check?
[CUSTOMER][NEUTRAL] No, do you show that it's cleared?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Uh, no, ma'am, and it's been over 30 days. Uh, verify that mailing address, uh, make sure we send it to the correct spot.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] It would they have two addresses [PII].
[CUSTOMER][NEUTRAL] Or it could have went to the David Drive [PII].
[AGENT][NEUTRAL] OK, the address I went to is the [PII]. Um, I can send a request to our finance department to verify that check is cleared. If not, uh, it can be void and reissued.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, why don't we do that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][NEUTRAL] All right. Well, I will send this request out. I'll say give it about a couple of days, um.
[AGENT][NEGATIVE] Well, not even a couple of days, give it about, well, a couple of days for them to void and reissue if it hadn't cleared.
[CUSTOMER][NEUTRAL] OK, and what is your name?
[AGENT][NEUTRAL] Uh, it's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You are welcome, Ms. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.