AccountId: 011433970860
ContactId: f48a3345-a1ce-4f37-bbc8-14d1bb0afb1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301540 ms
Total Talk Time (AGENT): 135361 ms
Total Talk Time (CUSTOMER): 132357 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/f48a3345-a1ce-4f37-bbc8-14d1bb0afb1f_20250128T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling in regards to a claim for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][POSITIVE] Uh, yes, let me get that for you.
[CUSTOMER][NEUTRAL] 02361939
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And uh what was the bill amount, please?
[CUSTOMER][NEUTRAL] Uh, the amount is $603.
[AGENT][NEUTRAL] OK, 6003 even.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, I do believe I found this claim, let's see.
[CUSTOMER][NEUTRAL] OK, so I called this morning and I spoke with another rep, um, by the name of [PII], and so the payment, um, for the claim has already been issued and then, um, we had the payment reissued on uh back in September. I think the payment was reissued on [PII], or no, I'm sorry, it was issued for the first time, not reissued. However, um, we still don't have that check for the [PII] posted to the patient's account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I see. OK.
[CUSTOMER][NEUTRAL] Um, so I found out that the issue is, so this office is now closed, um, so I need to have the check, um, a stop payment and a reissue to a different address, a lockbox address.
[AGENT][NEUTRAL] Oh, I see. OK, so the address is no good. OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, bear with me just a moment.
[CUSTOMER][NEUTRAL] And the old address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment, OK.
[AGENT][NEUTRAL] Yeah, [PII], yeah, that's what we've got. OK, so to get that changed, [PII], um, you've got a couple of different options, um, resubmitting the entire claim with that updated address information, the correct address, um, or by sending us a, uh, W-2, I think, um, you can send that to us.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the correct address information, um, whatever is easier for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, if I resubmit the claim, will I have to resubmit it as a corrected claim with that original claim number on it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I would absolutely um and of course I'll make a note of our conversation here and the issue um but of course before we can do anything we do have to have that updated information or the address uh in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, should I submit a note with the claim um saying that the address has changed to a lockbox address and then with that address information on it?
[AGENT][POSITIVE] You absolutely can um in fact I mean it's a lot of the time it's not necessary but I think that all of that information can of course just help speed things along in case they find something later that they might need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and where can I send that claim to? Do you have a fax number?
[AGENT][NEUTRAL] Absolutely. I've got a mailing address fax number. Um, our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it would just be attention claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want our mailing address as well?
[CUSTOMER][NEUTRAL] OK, [PII], um,
[CUSTOMER][NEUTRAL] Um, I think, let me see, I think I have that. Is it the [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, we will get that um claim submitted with the uh with the updated address information.
[AGENT][POSITIVE] OK, sounds good and then of course I'll make a note of our conversation um and we'll reach out if we need anything else for you and hopefully we can get that ball rolling for you pretty quick.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright, did you have any other questions for me?
[CUSTOMER][NEUTRAL] OK. And if I could just get a reference number for the call.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date and so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK, OK, perfect, [PII]. OK. Thank you so much for your help, [PII]. Have a wonderful day.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. You too, bye bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.