AccountId: 011433970860
ContactId: e8d4c940-c213-4b46-adc6-27e45073d194
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330170 ms
Total Talk Time (AGENT): 85982 ms
Total Talk Time (CUSTOMER): 202404 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/e8d4c940-c213-4b46-adc6-27e45073d194_20250422T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII]. I have a, a gap policy. Um, I have my policy number for you.
[AGENT][NEUTRAL] OK, let me get that. Uh, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, what is your policy number, [PII]?
[CUSTOMER][NEUTRAL] It's, it's 02494804.
[AGENT][NEUTRAL] OK, and just need a few pieces of information. Do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, um, you can call me at it's my work number [PII].
[AGENT][NEUTRAL] And what is your birth date?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Thank you. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And lastly your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, perfect. And how can I help you today?
[CUSTOMER][NEUTRAL] Um, [PII], I, there was a claim processed for my son, [PII]. Um, date of service is [PII] to West Kendall.
[CUSTOMER][NEUTRAL] I have the EOB showing that the co-pay for the ER visit was $1000. A check for $750 was sent on December, um, I'm sorry, on [PII], and then a second check for the remaining $250 was sent exactly two weeks later on [PII]. I have the check number.
[CUSTOMER][NEUTRAL] That um that uh APL supposedly sent to the to the hospital. however, I just received a bill for that 250 and I called them to let them know and gave them the check number, but they asked me to call you guys to see if that check cleared.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Or pay with or I guess with cash I guess would be the appropriate word.
[AGENT][NEUTRAL] OK, let's see. And that was for [PII], correct?
[CUSTOMER][POSITIVE] Correct for [PII].
[CUSTOMER][NEUTRAL] I have the claim number if you need it also for that uh 250.
[AGENT][NEUTRAL] OK, was that 356-699-97?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK, perfect. OK, let's see.
[CUSTOMER][NEUTRAL] I know usually they're sent electronically and they get cash but they don't see a record of it so I'm like let me just call and see.
[AGENT][POSITIVE] OK, yeah, it looks like it's still outstanding uh we can do uh.
[CUSTOMER][POSITIVE] It's still outstanding. OK.
[AGENT][NEUTRAL] Yeah, we can make sure that it's not been cashed and then do a reissue, um, but we typically like to hear from them what they're we we wanna verify their address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, here I have the.
[CUSTOMER][NEUTRAL] It's a PO box. I have the information from the invoice if you need it.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] It's um West Kendall Baptist Hospital is the provider, and it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, we have a different address, um, and I don't know if payments from provider or like insurance companies go to a different place than patients.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] OK, do you want me to call and find out? I can call and find out and then call back if that helps.
[AGENT][NEUTRAL] Yeah, or if you can tell them to please give us a call, we don't, we don't show the check has been cash, we need to verify the address to which it goes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll call them right now, [PII]. Um, is there a reference number that I can give them so that that way it kind of like gets them there, you know, to you or to whoever quicker?
[AGENT][NEUTRAL] Um, it's just my name and today's date, and we make notes of every call, so all this will be notated in the account.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh, perfect.
[CUSTOMER][NEUTRAL] OK, thanks [PII]. All right, [PII] or [PII]?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] OK, got it. OK, perfect, thank you, [PII]. I'm gonna call them right now and then um either have them call or if they give me the information then I'll call back because they were giving me some kind of I'm the agent of record for the group. I we do insurance so I'm used to calling and making these calls but um yeah, the person who I got they're like oh we called and they said it was patients I'm like no.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] I, I
[CUSTOMER][NEGATIVE] I'm like, no, I have a check number, absolutely not.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][POSITIVE] So I'll go ahead and and get that info if if if they're unable to call then I'll call you back with that no problem.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect, sounds good.
[CUSTOMER][POSITIVE] Thanks [PII]. You have a good day.
[AGENT][POSITIVE] Thank you for calling APLU as well.
[CUSTOMER][POSITIVE] Thanks bye.