AccountId: 011433970860
ContactId: ee993875-d9b2-41c6-9ceb-a9133f59ff7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 707179 ms
Total Talk Time (AGENT): 105109 ms
Total Talk Time (CUSTOMER): 88068 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/ee993875-d9b2-41c6-9ceb-a9133f59ff7a_20250605T18:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling from Stewart Medical Group and I am calling to find out if a check that was issued to us has been cashed.
[AGENT][POSITIVE] Sure, I can assist you with that.
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] [PII], your phone broke out when you was providing me the number.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And you're calling from the
[AGENT][NEUTRAL] You're calling from the provider's office, correct?
[CUSTOMER][NEUTRAL] Yes, we do our medical.
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling in regarding the claim?
[CUSTOMER][NEUTRAL] Um, I have 01943789 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] [PII], thank you. What is the member's name and date of birth?
[CUSTOMER][NEUTRAL] I'm [PII], I'm [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling about?
[CUSTOMER][NEUTRAL] Um, yeah, that's my cursor, um, data service is [PII].
[AGENT][NEUTRAL] Do you have a procedure code?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Um, a 99231 for $124.
[AGENT][NEUTRAL] 99231.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] 6925.
[AGENT][NEUTRAL] 692 5.
[AGENT][NEUTRAL] So it looks like this check was voided.
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] It was Boyden?
[AGENT][NEUTRAL] 99231.
[AGENT][NEUTRAL] 99231.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] It looked like it was boarded, but I don't see it in history where it was.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] I ordered in [PII].
[AGENT][NEUTRAL] I'll place you on a brief hold.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] Thank you, I'll be back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, [PII]. So I'm doing research so it looks like I'm gonna have to research further and give you a call back if it's possible. Can I get your call back number again?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And your first name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment, 1726171.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] OK, so do you mind if I give you a call back once the research is done, completed?
[CUSTOMER][POSITIVE] Yes, that'd be fine, no problem at all.
[AGENT][POSITIVE] Alright, I do apologize for the inconvenience, but I will give you a call back as soon as the research has been completed.
[CUSTOMER][NEUTRAL] OK, do I, I have a call reference number or no?
[AGENT][NEUTRAL] We don't provide reference numbers, however, I can give you my name and today's date as a reference.
[CUSTOMER][NEUTRAL] Yeah, no, that's fine. OK, I can write that down. OK, and do you know how long it will take or?
[AGENT][NEUTRAL] Um, I'm not sure because I would have to send it to the finance department to verify if the check has actually been cashed or not because in the system it shows that it was voided, but I'm not sure why it was voided.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, so you're gonna check to see if it was cash and to see or or if it was just voided.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, OK, all right, thank you very much.
[AGENT][POSITIVE] You're welcome thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks. Goodbye.