AccountId: 011433970860
ContactId: fe9f3a96-78cc-4a07-8392-9548905f5db8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366200 ms
Total Talk Time (AGENT): 108589 ms
Total Talk Time (CUSTOMER): 103924 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/fe9f3a96-78cc-4a07-8392-9548905f5db8_20250217T22:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to see if the check has cleared.
[CUSTOMER][NEUTRAL] Basically put in a check [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the policy number you're inquiring about, Ms. [PII]?
[CUSTOMER][NEUTRAL] 02292650
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Direct with no extension is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And what was the data services it was in regards to? Sorry.
[CUSTOMER][NEUTRAL] [PII] with the bill amount of $170.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And you said the date of service was [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, if I said [PII], I meant it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] see.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And what was the balance after primary?
[CUSTOMER][NEUTRAL] $17.91.
[AGENT][NEUTRAL] 91 OK thank you one moment.
[AGENT][NEUTRAL] OK. Uh, and y'all have not received the check?
[CUSTOMER][NEUTRAL] Um, we don't have a record that we received one, but there was another payment for, uh, $30.07 that was sent later that is, uh, we did receive and it did clear, so I'm just trying to see if you guys show that this one was cleared and maybe we just didn't post it or if it's um still showing outstanding on your end so we can have it reissued.
[AGENT][POSITIVE] Yeah, it's still showing outstanding, um.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] And that's check number 20219401 correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and have you guys received uh updated W-9 from us because we mailed one back in um December and the practice does have a new uh PO box where payments should be sent, but the one that you guys did send it to is forwarding. So, um, can you tell what address you have on file for future payment reissues?
[AGENT][NEUTRAL] OK, what's the tax ID?
[CUSTOMER][NEUTRAL] And if not I can send in a request.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let me see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, give me one moment so I have to look it up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, it looks like we received the W9 on [PII].
[CUSTOMER][NEUTRAL] Great, so that shows the [PII] now?
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] OK, perfect. So are we able to do a stop payment reissue on this one or is it too early?
[AGENT][NEUTRAL] Uh, no, it's been past 30 days, so what I will have to do is submit a request to our finance department and they can verify if it shows it's cleared. If it hasn't, they'll uh send an authorization to void and reissue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can we go ahead and initiate that?
[AGENT][NEUTRAL] Yes, I will send out a request today.
[AGENT][NEUTRAL] What was it on.
[CUSTOMER][NEUTRAL] OK. And how long should we allow before that's reissued?
[AGENT][NEUTRAL] I say give it about a week, uh, just have time to send it to her for her to review and send it back so we can have it board and reissue.
[CUSTOMER][NEUTRAL] Uh, for 4 and issue. Alright, perfect. Is there a call reference number?
[AGENT][NEUTRAL] Uh, no, ma'am. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you very much for your time. You have a great day.
[AGENT][POSITIVE] Alright you too thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you bye bye.