AccountId: 011433970860
ContactId: 059e2aa5-8029-4c78-8a8e-a4738a5386e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 882039 ms
Total Talk Time (AGENT): 216802 ms
Total Talk Time (CUSTOMER): 257469 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/059e2aa5-8029-4c78-8a8e-a4738a5386e9_20250625T14:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Uh, you people have called me twice this morning and both times the minute I picked up the phone.
[CUSTOMER][NEGATIVE] The other phone hung up and now I'm beginning to wonder why you're calling me. Now I did try to call back but uh
[CUSTOMER][NEGATIVE] And left a number but I'm trying to figure out why are y'all calling me? I do have an outstanding claim now.
[AGENT][NEUTRAL] I'm not sure why. I can check your account and see if there's any notes about a call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, hold on. I knew you were fixing to ask for that and.
[CUSTOMER][NEUTRAL] Let me see if I can lay my hands on it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] 633189.
[AGENT][NEUTRAL] OK, Miss [PII], for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII]. And what was the other one? Email address?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Uh it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me check it out and see who was trying to call you.
[AGENT][NEUTRAL] You said you received the call today?
[CUSTOMER][NEUTRAL] Yes ma'am, I've received two calls today. One's one from your [PII] number and one from your, what is the 405 number.
[CUSTOMER][NEUTRAL] One from each of those numbers.
[AGENT][NEUTRAL] OK, the 405 number, what is that number?
[CUSTOMER][NEUTRAL] Uh, I probably can't tell you right off the bat. Uh, hold on a second, let me see if I can find it.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me um ask on the claims department and see who's been trying to reach you. OK, one moment.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Miss [PII]. OK, I don't see um anything that indicates that it may be um I went ahead and asked [PII]. I see she's the last person you spoke with about getting a um form mailed um but she said that she has not called you, so I'm really not sure who tried to call you. I don't see any other notes on the system. Um, did they leave any voice message, voicemail?
[CUSTOMER][NEUTRAL] No, ma'am, but I, I answered the phone each time and uh
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] When I answered the phone, they hung up.
[CUSTOMER][NEGATIVE] Just that quick. There was no, there was no time for any kind of conversation.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, I'm not, yeah, I'm not sure what's happening. Yeah, if it's something that needs your attention, they will call you back. And usually, um,
[CUSTOMER][NEGATIVE] Well, it kind of does need attention because you guys owe me money.
[CUSTOMER][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, um, based on, on what I have here, it looks like we're waiting on some documents and we're sending you some claim forms by mail.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I understand about the claim forms, but I, y'all can't possibly waiting on documents because y'all have everything the hospital has. I mean, you know, I can't send you anymore because there are no more documents.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's it. There's, I mean I can send them to you again, but I can't send you and what they're looking for is the initial diagnosis and I'm looking at it where it was sent to you.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] So, uh,
[CUSTOMER][NEGATIVE] Uh, and I really wasn't even concerned about it until I started getting phone calls that nobody knows about.
[CUSTOMER][NEGATIVE] That does bother me.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You know, I mean, I don't understand why I get phone calls and nobody has a clue.
[AGENT][NEUTRAL] And uh if I had a note here saying oh we called to check on this or um I see a note of who called, I can let you know, but I don't see anything in the system and I have asked.
[CUSTOMER][NEUTRAL] Do you, do you have
[CUSTOMER][NEUTRAL] Do you have a note on my last contact with you guys that they were looking for a confirmation of the uh initial diagnosis?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the last call I got here was, um, let me tell you what it is.
[AGENT][NEUTRAL] [PII]. OK. So that's the, the, the one before that one, let's see, mm.
[CUSTOMER][NEGATIVE] I know about the form so I'm not interested, right.
[CUSTOMER][NEUTRAL] Well, Monday would be the call I'm talking about.
[AGENT][NEUTRAL] contact phone number, OK, so um.
[AGENT][NEUTRAL] Examiner to review and OK, so more than likely then it's the examiner who's trying to call back um.
[AGENT][NEUTRAL] I, I was trying at the same call.
[AGENT][NEUTRAL] OK, let me get you to um that queue. OK, one moment.
[CUSTOMER][POSITIVE] OK darling thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good thanks how are you?
[AGENT][NEUTRAL] I'm OK. Um, I have a member on the line that she's a little bit upset because she says that somebody's trying to call her and every time she answers the phone, she get hang up. Um, I see a note here that it looks like we requested a call back.
[AGENT][NEUTRAL] From the claims from the examiner. um, so I'm thinking that I was trying to call her, but I don't have any notes, so I'm not sure and she's really upset because she said she was waiting about a um a call about her claim.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, um, do you have, you said that there's no notes of who called her?
[AGENT][NEUTRAL] I don't see a note that who called her. I don't see the note indicating that um somebody called her today.
[AGENT][NEUTRAL] The only thing I see here is a request for a call back.
[AGENT][NEUTRAL] For the examiner to call her back.
[CUSTOMER][NEUTRAL] OK, and what's the policy number?
[AGENT][NEUTRAL] It's 633-189.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so that's that's who's on the phone.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, and what was the callback number?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, I got [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, uh let me pull up her information. Give me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, I'm ready for her.
[AGENT][POSITIVE] OK, thank you. Here she comes and have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] Thank you. Thank you for holding patient for Miss [PII]. I got Miss [PII] on the line. She's in the claims department.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] OK, darling. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Thank you for holding, Ms. [PII], and how can I help you today? Yeah, well, let me, let me introduce you to why I called in the first place. I really had no intention of calling today, but I've received two phone calls from your company from two separate phone numbers, and the minute I picked them up, they hung up both times this morning, OK? So that's just weird. One was the [PII] number and one was a [PII] number.
[CUSTOMER][NEUTRAL] But while I've got you on the phone, I need you to check and see what what uh I've I've been having some problems and I don't mean problems per se but things have just not been working quite as well as I had expected uh we were looking for I'm looking for an initial uh a payout for an initial diagnosis, OK? And I talked to uh one of the young ladies Monday.
[CUSTOMER][NEUTRAL] And uh there were some notes taken and y'all have all the paperwork uh and I'm just trying to follow up with that. I actually am looking at the paperwork from Baptist uh Anderson Regional Hospital and it's on, it's dated 24.