AccountId: 011433970860
ContactId: f317320b-111f-4669-87d1-d5f0c989daae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547469 ms
Total Talk Time (AGENT): 194219 ms
Total Talk Time (CUSTOMER): 197328 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/f317320b-111f-4669-87d1-d5f0c989daae_20250528T12:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have Ms. [PII].
[AGENT][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] I have Ms. [PII] with the physician's office. She says that they have a um outstanding check for a patient, but it doesn't say, um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Patient number, they haven't been able to locate it.
[AGENT][NEUTRAL] OK, so it's a provider's office stating they have a payment for a member, but they can't locate the member?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] Is that something y'all can help? All right.
[AGENT][NEUTRAL] I can help her with that. And what is her callback number?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, I grabbed the one she's calling from [PII].
[AGENT][NEUTRAL] That's the one. Did you verify that? Oh, that is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You verify that that's the number?
[CUSTOMER][NEGATIVE] No, unfortunately, I didn't.
[AGENT][NEUTRAL] OK, no, I'm not gonna, OK, I'll get it from her. Yeah, because that's generally not the correct number. The one that's on the screen is not actually the number they're calling from, so I'll ask her, what's the um
[CUSTOMER][NEUTRAL] Mm mm. I just grabbed that one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I'll just, did you get any additional information from her [PII], or is that all you have?
[CUSTOMER][NEUTRAL] Um, that is all I have. Um, it's, um, the providers.
[AGENT][NEUTRAL] H
[AGENT][POSITIVE] OK, I'll be happy to talk to her.
[AGENT][NEUTRAL] Yeah, I'll talk to.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Can you hear that?
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] I had to get
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, this is [PII] at kidney specialist at Padua.
[AGENT][NEUTRAL] Hi, [PII]. My name is [PII] and [PII] said that you have um received payment for a member, but you were not able to locate who it's for.
[CUSTOMER][NEUTRAL] OK, I've received a letter.
[CUSTOMER][NEUTRAL] Regarding the outstanding check number because it's saying that the audit of the records have discovered that the check number issued has not been presented to your bank for payment.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Um, I have looked for our under our payments for, you know, patient balances and everything. I cannot locate this check number anywheres. I cannot even go and look at a patient because I have no information on this whatsoever. It does give me a policy number, but I cannot pull anything up with this policy number.
[AGENT][NEUTRAL] What is the
[CUSTOMER][NEGATIVE] No patient no nothing.
[AGENT][NEUTRAL] OK, [PII]. So first off, um, you said that you're with kidney specialist again. Is that correct?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Uh, [PII], mhm, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It's got 02500839.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So let's see here, um.
[AGENT][NEUTRAL] And so you do, it does not reference a name or anything on the letter, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] What is the check number? or does it give you a check number? It should give you that information.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's got 186-9297.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] And it does have like a payment of and it gives a long number and it says claims paid on that policy number I gave you but I don't know what that.
[CUSTOMER][NEUTRAL] Number is that it gives.
[AGENT][NEUTRAL] All right, so let me just looking here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] really
[CUSTOMER][NEUTRAL] think about it.
[CUSTOMER][POSITIVE] Well it's good to see you back.
[AGENT][NEUTRAL] OK, so on, and then what is the amount of that check?
[CUSTOMER][NEUTRAL] it says $50.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I showed that this was for a data ser uh for a [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let me see if I'm pulling up here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have his date of birth?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it appears to be a data service of.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and yes we do have a patient with that and we do have a data service but we've never received any payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so on that letter that you received, um, [PII], does it state on, does it have a place where you can sign and return?
[AGENT][NEUTRAL] Or fax it.
[AGENT][NEUTRAL] That document
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So if you will do that because it should show your payee reference number, the check, the amount, I'm sorry, check date, amount, and who the check was made out to, is that correct?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Does it have that information on your ladder?
[CUSTOMER][NEUTRAL] Well, it just got it has it has it it's got kidney specialist up Paducah at the top and then it's got the payer payee number which is our tax ID check number check date amount and then it's got a payment of a number and claims paid on this policy and I have wrote our actual claim number at the bottom of this so I, I'll know where to go look for that, um, but yes, but yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, yes, but there is a place, um,
[CUSTOMER][NEUTRAL] It it says I certify that I have not cash or deposited the above reference check and it's not in my possession. OK, I can do that one and sign it and date it and send it back or fax it back.
[AGENT][NEUTRAL] Received or whatever.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, you can do that. That will be fine, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I will do that today then.
[AGENT][NEUTRAL] All right then. Well, is there anything else that I could help you with this morning?
[CUSTOMER][POSITIVE] No, that is all. I, I thank you so much for your help.
[AGENT][POSITIVE] Oh, [PII], you're very welcome and thank you again for calling APL. I hope that you have a wonderful day.
[CUSTOMER][POSITIVE] you're very welcome.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yes, ma'am. And, and sure, let me ask you one more question. What is the fax number, just out of curiosity that's on your letter?
[CUSTOMER][NEUTRAL] That is the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. All right. Well, that's just what I wanted to verify. OK, well, then again, yes, ma'am. Thank you for calling APL. Have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.