AccountId: 011433970860
ContactId: f41e6c25-e2bd-4b27-b314-611a47e88d50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342029 ms
Total Talk Time (AGENT): 63246 ms
Total Talk Time (CUSTOMER): 140452 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f41e6c25-e2bd-4b27-b314-611a47e88d50_20250311T19:03_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Doctor [PII] Fisher's office. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I am blessed thank you for asking.
[CUSTOMER][NEUTRAL] Hey, I need some help, I think, or I'm just having an off day. I don't know which one it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a patient, uh, name is [PII]. The policy number is 00747016.
[AGENT][NEUTRAL] OK, date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[CUSTOMER][NEUTRAL] I'm calling in reference to a claim that I sent out on [PII] and the amount of $400.
[CUSTOMER][NEUTRAL] I got an EOB in the mail today.
[CUSTOMER][NEUTRAL] That said that this um.
[CUSTOMER][NEUTRAL] Submitted claim is a duplicate of previously submitted claim, but I don't show that we've ever been paid on that claim.
[AGENT][NEUTRAL] OK. I'm showing that.
[AGENT][NEUTRAL] $206 was paid on.
[AGENT][NEUTRAL] See claim number 354-9244 on [PII] in the amount of 206. Let me see if it was cashed.
[CUSTOMER][NEUTRAL] You know, I also got a letter and I I'm positive it belongs to these patients because they're the only ones with American Public Life that they were showing a check that had not been cashed and asked me if I wanted them to replace it and I've answered it twice now but they keep sending it to me.
[CUSTOMER][NEUTRAL] I I didn't
[AGENT][POSITIVE] Uh, it's still outstanding.
[CUSTOMER][NEUTRAL] OK, I didn't get that. This is probably the one can you tell if they've gotten the correspondence I've sent back?
[CUSTOMER][NEUTRAL] Asking them to resubmit uh to.
[CUSTOMER][NEUTRAL] Remit it again because they ask you, you know, do you have it and you can just recut it or do you want us to redo it?
[AGENT][NEUTRAL] I don't see that.
[AGENT][NEUTRAL] No, is the address [PII]?
[CUSTOMER][NEUTRAL] OK, they keep sending me a letter.
[CUSTOMER][NEUTRAL] [PII], yeah, and I faxed it back to them last time, um.
[AGENT][NEUTRAL] This
[CUSTOMER][NEUTRAL] To the uh number that was on the sheet.
[CUSTOMER][NEGATIVE] Instead of mail, I mailed it as well, but the first time I mailed it and I didn't get it, so this time I faxed it back to him at the [PII] phone number.
[CUSTOMER][NEUTRAL] And I did that on [PII] at [PII]
[AGENT][NEUTRAL] That's not our.
[CUSTOMER][NEUTRAL] That was the that was the number that was on the letter.
[CUSTOMER][NEUTRAL] So anything we can do to get that resubmitted like to get that check reco.
[AGENT][NEUTRAL] Sure, we can do a stop pay and reissue one moment.
[CUSTOMER][POSITIVE] OK, that would be awesome.
[CUSTOMER][NEGATIVE] I'm gonna shut the phone down just for a quick second, hold on just a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought I had a copy of the letter on my desk, but I think I forgot to make a copy of it and I put it in the mail.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, when you reverse that fax number I sent it to, it says it's APL.
[AGENT][NEUTRAL] Oh, maybe that's a different department. I thought it would have came to the claims department.
[CUSTOMER][NEUTRAL] It's probably somebody who's trying to balance the checkbook.
[AGENT][POSITIVE] OK. Oh, OK. Well, sorry about that.
[CUSTOMER][NEUTRAL] [PII] that's OK. I was like, wait, did I fax it to somebody I wasn't supposed to.
[AGENT][NEUTRAL] OK, I've sent that, um, stop pay reissue if you can allow up to 7 to 14 business days.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Mhm, so they can get that completed.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] Is there a reference number or anything to this phone call that I can.
[CUSTOMER][NEUTRAL] Just in case.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right perfect thanks [PII] I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too