AccountId: 011433970860
ContactId: f11fabb8-1329-42f4-8b7b-98fcd910541d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240080 ms
Total Talk Time (AGENT): 56744 ms
Total Talk Time (CUSTOMER): 83336 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/f11fabb8-1329-42f4-8b7b-98fcd910541d_20250530T17:48_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to check on uh claim status please.
[AGENT][POSITIVE] I'd be happy to assist with claim status. May I have the policy number please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, 01751160.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. [PII].
[AGENT][NEUTRAL] Data service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like.
[AGENT][NEUTRAL] We received the claim twice the first time we made a payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of $659.78.
[AGENT][NEUTRAL] That was on [PII].
[CUSTOMER][NEUTRAL] And this was issued for the provider Dr. [PII]?
[AGENT][NEUTRAL] Uh, Vital MD Group Holdings is what it was made out to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the check number?
[AGENT][NEUTRAL] Check number is 2021915.
[CUSTOMER][NEUTRAL] Was this a bulk check or the that was the amount?
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][NEUTRAL] A single payment.
[CUSTOMER][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] OK, can you see if it's been cleared?
[AGENT][POSITIVE] No, it's still outstanding.
[CUSTOMER][NEUTRAL] If for some reason um it's not cashed or cleared, what would be the next step to have it reissued?
[AGENT][NEUTRAL] Uh, we'll have to do a stop pay and reissue. One moment please.
[CUSTOMER][NEUTRAL] Ma.
[CUSTOMER][NEUTRAL] You wanna send this order?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] can.
[AGENT][NEUTRAL] OK, I have submitted that request for the stop pay and reissue. If you can please allow up to 7 to 10 business days to have that completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, thank you so much. Well, what was the claim number on this claim?
[AGENT][NEUTRAL] Claim number is 354-889-3.
[CUSTOMER][POSITIVE] Perfect. And is there a reference number for this call?
[AGENT][NEUTRAL] Reference it's just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Thank you so much
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.