AccountId: 011433970860
ContactId: eeea3fa0-8236-4663-917c-1b080b7b2460
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325480 ms
Total Talk Time (AGENT): 90912 ms
Total Talk Time (CUSTOMER): 88064 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/eeea3fa0-8236-4663-917c-1b080b7b2460_20250409T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], I need to get some information about a claim for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] and um [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, 02466115.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what was the provider's name?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and how can I help you?
[CUSTOMER][NEGATIVE] I need help with the claim while I wasn't paid.
[CUSTOMER][NEUTRAL] Because it was just for um looks like an exam um as a new patient.
[CUSTOMER][NEUTRAL] And a cleaning.
[AGENT][NEUTRAL] Um, it looks like we paid 123, uh, let's see.
[AGENT][NEUTRAL] Made a payment of 1236.
[CUSTOMER][NEGATIVE] I don't show a payment at all.
[CUSTOMER][NEUTRAL] Um, how was it sent?
[AGENT][NEUTRAL] It was through check, this is for [PII]. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me see what the check number was.
[AGENT][NEUTRAL] Uh check number was 1848192.
[AGENT][NEUTRAL] Yeah, that was too.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I don't see a check.
[CUSTOMER][NEUTRAL] At all, where did the check go to?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And do you show it deposited or?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it looks like this was
[CUSTOMER][NEUTRAL] Yeah, we didn't.
[AGENT][NEUTRAL] Looks like it was voided. Let me see what's going on.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm not sure why. Let's see.
[AGENT][NEUTRAL] Yeah, I show it was voided in March of this year, but I don't show a reissue, so.
[CUSTOMER][POSITIVE] Yes can we get a reissue?
[AGENT][NEUTRAL] Please send this back through.
[AGENT][NEUTRAL] The reason why
[AGENT][NEUTRAL] Wasn't reissued.
[AGENT][NEUTRAL] Um, is this a good callback number just in case there's any follow up on it, the [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll put in a request to um get these reissued and if there's any issue um they'll give you a call back.
[CUSTOMER][NEUTRAL] OK, can I get one second, what's your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And do you have a reference number for the call?
[AGENT][NEUTRAL] Reference number will just be my name and today's date.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] And you don't have anything as far as like um.
[CUSTOMER][NEUTRAL] A reference number for you reprocessing the reprocessing number or anything?
[AGENT][NEUTRAL] No, we just give our name and then today's date we don't have reference numbers.
[CUSTOMER][NEUTRAL] OK and then how long does it take to reissue?
[AGENT][NEUTRAL] Uh, it normally takes about 7 to 10 working days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Mhm bye bye.