AccountId: 011433970860
ContactId: e84390f9-ae49-4830-bba7-01b3b6bfc9b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272869 ms
Total Talk Time (AGENT): 94920 ms
Total Talk Time (CUSTOMER): 51261 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/e84390f9-ae49-4830-bba7-01b3b6bfc9b1_20250210T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I am calling um regarding a claim. I need to have a check reissued.
[AGENT][NEUTRAL] OK, I could take a look at that claim. uh, what was your name?
[CUSTOMER][POSITIVE] For sure.
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, can I get a good call back number from you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, are you the insured, [PII] or are you with the provider?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] I have the ID number.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 055543111
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] OK, um, not get any results with that, [PII], uh, do you maybe have the social I could search for them that way.
[CUSTOMER][NEUTRAL] No, let me see if there's an insurance card.
[AGENT][NEUTRAL] Or if you have the claim number.
[AGENT][NEUTRAL] That the check was for?
[CUSTOMER][NEUTRAL] Um, I don't think I do cause
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Try claim number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But not on the
[CUSTOMER][NEUTRAL] You'll be or no?
[AGENT][NEUTRAL] It should be on the EOB. Uh, our claim numbers, uh, will start with a 3.
[CUSTOMER][NEUTRAL] 347
[CUSTOMER][NEUTRAL] 642-7.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right, uh, what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] The patient is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. um, before we go any further, did you want me to go ahead and give you that correct policy number?
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] It is 737741.
[CUSTOMER][NEUTRAL] Yeah, I have, I, I, I was giving you the ID number of the patient, not the policy number.
[AGENT][NEUTRAL] Right, I didn't get any results with that though, so I'm not quite sure that that's associated with this.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so let me take a look at this claim or um excuse me, the check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, so I am showing it was issued [PII] has not cleared. Let me verify the address with you, [PII]. Um, I have.
[CUSTOMER][NEUTRAL] The the yeah.
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] I was gonna tell you, but go ahead.
[AGENT][NEUTRAL] OK, yeah, so what we have is [PII], zip code [PII], is that correct?
[CUSTOMER][NEUTRAL] Yep, what suite did you say it was though?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, OK, just wanted to make sure that was all right. OK, so I will go ahead and get this check voided and reissued. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] Thank you bye bye.