AccountId: 011433970860
ContactId: e8f743b8-f0f1-4e25-af95-bbe81ce44049
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 677690 ms
Total Talk Time (AGENT): 161560 ms
Total Talk Time (CUSTOMER): 179112 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/e8f743b8-f0f1-4e25-af95-bbe81ce44049_20250404T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, it's me now I'm calling from I don't have to check me status.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today, [PII]. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Oh, it's 02555046.
[AGENT][POSITIVE] Thank you and do you have a good call back number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you so much. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And just to confirm, the policy number was 02555006.
[CUSTOMER][NEUTRAL] No, it's 046.
[AGENT][NEUTRAL] 046 at the end.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK. And then what is the date of service?
[CUSTOMER][NEUTRAL] It's [PII] with the billing amount of $288.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] in a sense.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the bill amount again to confirm was $288 yes?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What articles are for that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You in that day.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Coming.
[CUSTOMER][NEUTRAL] the next.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Alright, so we did receive a claim for the state of service on [PII]. There was a benefit payment sent in the amount of $53.89 in a single check. This was processed on [PII].
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Is it clear?
[AGENT][NEUTRAL] Uh, one moment. Let me check that for you.
[AGENT][POSITIVE] Check is still showing outstanding.
[CUSTOMER][NEUTRAL] And uh previously my colleague has called for this one and it was sent to incorrect mailing address so we have sent in W9 form. May I know did you receive that one?
[AGENT][NEUTRAL] Did we receive, I'm sorry, can you ask that question again?
[CUSTOMER][NEUTRAL] Um, has the check was sent to in-kind mailing address to update the current mailing address. We have submitted a W-9 form to fax. May I know, did you receive that one?
[AGENT][NEUTRAL] Yeah, the original check was voided, so this check was sent to [PII].
[CUSTOMER][NEUTRAL] Can you repeat the meaning of once again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, yes, it's an incorrect and so we faxed the W9 form on [PII]. May I know did you receive that one?
[AGENT][NEGATIVE] Not showing anything on file.
[AGENT][NEUTRAL] Does it need to be sent to the [PII]?
[CUSTOMER][NEUTRAL] Uh, it was sent to fax.
[CUSTOMER][NEUTRAL] Oh, OK. This one is updated the mailing address [PII].
[AGENT][NEUTRAL] Yes, that's the mailing address it should be sent to, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I can uh I can send this off to be updated and sent off to the corrected address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] It's sick right?
[AGENT][NEUTRAL] I'm sorry, I can't hear you. Can you repeat that?
[CUSTOMER][NEUTRAL] Uh, now, you're going to reissue this check.
[AGENT][NEUTRAL] Yes, to [PII].
[CUSTOMER][POSITIVE] OK, got it. Thank you so much for that. And then I also know, is there any tracking ID or case number for this?
[AGENT][NEUTRAL] There's a claim number. Would you like the claim number?
[CUSTOMER][NEUTRAL] Yeah, I do have a claim number.
[CUSTOMER][NEUTRAL] Oh yeah, it's 356-053-3. Is it right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Oh, how you're sending for the issue, there's no case number or ticket number for that?
[AGENT][NEUTRAL] No, there's not. If you'd like a call reference, that would be my name with my last initial then today's date.
[CUSTOMER][NEUTRAL] OK, can you spell your name for me?
[AGENT][NEUTRAL] My name is [PII], that's spelled [PII].
[AGENT][NEUTRAL] My last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for that. And may I also know how you are issuing this, when you will receive this check?
[AGENT][NEUTRAL] It'll take 5 to 7 days to reprocess.
[CUSTOMER][POSITIVE] OK. Thank you so much for that. And may I also know when was the uh W9 form and the mailing address was updated?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah. And may I also know, did you receive the W9 form which we sent on [PII]?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I do some show something reported on [PII].
[AGENT][NEUTRAL] Let me see what it is, one moment.
[AGENT][NEUTRAL] Yes, we received that W9 form.
[CUSTOMER][NEUTRAL] When it was received?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, may I know when it was received? Received date?
[AGENT][NEUTRAL] The data shows is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for that.
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][POSITIVE] Uh, that's all great, and thank you so much for asking. Have a wonderful day.
[AGENT][POSITIVE] You too. Take care. Bye-bye.