AccountId: 011433970860
ContactId: faaad17a-cd81-434f-a990-908107e90fe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163910 ms
Total Talk Time (AGENT): 51403 ms
Total Talk Time (CUSTOMER): 103222 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/faaad17a-cd81-434f-a990-908107e90fe2_20250401T15:46_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] Hey [PII], this is [PII] with the care team. How are you doing today?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] Hey, I'm so wonderful. I have a quick question. I couldn't remember the answer to. I was hoping you could help me out. Um, when a provider receives two checks and accidentally cashes them, what's the process? I know we would request a letter, but do we have to, as the care team, do you know if we send that to someone or do we transfer the call to y'all to initiate that?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So they received two of the same check, like the same amount issued for the same claim for the.
[CUSTOMER][NEUTRAL] Uh-huh, they received two checks for the same payment and they cashed both of them.
[AGENT][NEUTRAL] Oh, what's the policy number?
[CUSTOMER][NEUTRAL] So I don't know. I'm trying to help someone who's training. Oh, actually I do know she put it in the notes. I just jumped in to help. Um, the policy number is 01832184 and then there's two claim numbers but they're like the same claim that paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, is it on part one?
[CUSTOMER][NEUTRAL] Uh, she didn't say, but the claim numbers end in 310 and 060.
[AGENT][NEUTRAL] 060. OK, let me glance here and see.
[CUSTOMER][NEUTRAL] I remember once I had the same situation and I was I transferred the call to claims and then I listened to somebody take the call and I remember they're saying like hey we'll send you a letter out to request the overpayment but um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right, yeah, that's what I was trying to glance to make sure they are, these are actually the same date of service, the same information.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] Same.
[CUSTOMER][NEUTRAL] But then I didn't see anything and.
[CUSTOMER][NEUTRAL] Hub, like there's no like overpayment, you know what I mean so I'm like who do I send the request to like I didn't know what that really that next step looked like.
[AGENT][NEUTRAL] Yeah, you were just seeing a hub request referencing those claim numbers that uh a check was issued out. Yeah, these are duplicate claims.
[AGENT][NEGATIVE] Yeah, the state of service is overpaid.
[CUSTOMER][NEUTRAL] And then would it go to claims and then research is how it should be put onto the hub?
[AGENT][NEUTRAL] Yes. Mhm. Yep.
[CUSTOMER][POSITIVE] OK perfect so I will and what I'm gonna do is I'm going to direct um our new hire to do that and then I'm gonna work on getting a guru card in place so if that comes up again my team knows what to do.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That works.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] I love it thank you. I'm like I just I was like I know we do something but I don't know what it is, so I just wanted to reach out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] All right take care bye bye.
[AGENT][NEUTRAL] Mm you too bye.