AccountId: 011433970860
ContactId: 07399a79-cc22-4a5e-9d55-877098599b3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 634080 ms
Total Talk Time (AGENT): 96257 ms
Total Talk Time (CUSTOMER): 158484 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/07399a79-cc22-4a5e-9d55-877098599b3f_20250522T13:50_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] Hi, my name is [PII] calling for Auto Loanster PLLC to inquiry on your refund status. Please be informed that this call is being recorded and monitored for quality and training purposes. Could you please spell out your name for me?
[AGENT][NEUTRAL] Sure, my name is [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] Thank you so much, sir.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, that is 01896415.
[AGENT][POSITIVE] Mm, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is on [PII].
[AGENT][NEUTRAL] Thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $179.93.
[AGENT][NEUTRAL] Mm, OK. So that's [PII], the amount of 179.93.
[CUSTOMER][NEUTRAL] I'm sorry, the total charges is $714.
[AGENT][NEUTRAL] 714. OK.
[AGENT][NEUTRAL] Thank you. OK, let me see if I can find this claim, and for future, you can check claim status online through our website at [PII], and that's just optional.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Do you have a procedure code?
[CUSTOMER][NEUTRAL] Let me check here. Give me a moment. Yes, the procedure code is J as in Jack, 3301.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I have a specific question on this claim.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Yes, I just received the letter indicating about the overpayment. So I needed to know whether the overpayment has been recouped already or it is still outstanding.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um, let me check on that. I'll have to research on that. Um, do you mind holding for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[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, we have not received that payment.
[CUSTOMER][POSITIVE] You welcome.
[CUSTOMER][POSITIVE] OK. Thank you so much. So, may I know whether you want us to sign the refund check or it will be recoup automatically in future?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's gonna be a check and needs to be sent by check.
[CUSTOMER][NEUTRAL] OK. Thank you. And let me verify the mailing address to send the refund check if you are ready.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] That is [PII]. Is that right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, thank you. And may I know, is there any interest amount applied?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, thank you so much. So, in this call, we verified with the overpayment status and you mentioned that it is still outstanding and it will not be recouped automatically in future. You want us to send the refund check to the address which I verified with you and there is no interest amount applied. Is everything right?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, thank you. And may I know the call reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] OK. So your name spells like [PII] and, and the initial will be [PII]. Is that right?
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK. So your name with the initial and today's date will be the call reference number. Am I right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] OK. so much, [PII] and thank you so much for assisting me. Have a great day and take care. Bye-bye.
[AGENT][POSITIVE] Miss [PII]. Thank you for calling APR. Have a good day. Bye-bye.
[AGENT][NEUTRAL] No.