AccountId: 011433970860
ContactId: 09fc01a6-ece3-44c4-b026-c8b2a4d5a018
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280959 ms
Total Talk Time (AGENT): 81883 ms
Total Talk Time (CUSTOMER): 173407 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/09fc01a6-ece3-44c4-b026-c8b2a4d5a018_20250508T18:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I have an insurance policy with y'all.
[CUSTOMER][NEUTRAL] Or cancer and, uh, uh, uh, and, uh, policy, and I've always called, I've always called, I've always sent the bill to the, to y'all, uh, and you you pay me, it shows that I've had a a PSA uh pros prostate specific anagram.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, uh, test and I sent you this where I sent the Brookhaven neurology.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I've always you've always send me my check, but it says in my policy I'm due $75. I think it is. If I sent this showing that I've had that, and that's what I did and I got, I got it back in the mail today and it says, looks like I still owe that amount, but I didn't. I paid those book, but I owe it's been for the.
[CUSTOMER][NEUTRAL] Uh exam I had of $259 and $259.02.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] And showed I paid that balance and I called them and I said I paid it all.
[CUSTOMER][NEGATIVE] But I got this bag and I didn't get my money. Do you know what happened?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I can definitely take a look and see. I'm sorry that you haven't received your money, but I can look into it for you. Um, may I have a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Good day.
[CUSTOMER][NEGATIVE] The the the number I called you on is my number and I'm sitting right here at home.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's exactly right. Uh, that's right, 6, whatever the Mississippi thing is, yeah, that's right.
[AGENT][NEUTRAL] OK. And may I have your policy number?
[CUSTOMER][POSITIVE] Thank you, ma'am. You go.
[CUSTOMER][NEUTRAL] Oh, I'll have to go get that. I won't tell you just a minute. Can you hold with me?
[AGENT][NEUTRAL] Yes, or I can look it up with your social if you want me to.
[CUSTOMER][POSITIVE] I'll be right. I'm still with you. I'm still with you. I'm going, I'm going back to get it right now. I sent you. I told y'all about it already and uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'm, uh, it's not talking about it. I'm gonna look, I'm looking right here now, right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, I'm still looking. I'm gonna get it here there.
[CUSTOMER][NEUTRAL] My, my policy number is 704.
[CUSTOMER][NEUTRAL] 980.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I have you here and can you verify your birthday and your address?
[CUSTOMER][NEUTRAL] [PII]. My address is [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment. Let me look at the um claim, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Oh, you may just, OK, so it may not have gotten to you yet. So we just finished processing the claim yesterday.
[AGENT][NEUTRAL] So the um payment was mailed out, it went out this morning around [PII]. So you should be receiving it shortly, but it is for $75.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEGATIVE] Yeah, that's what it's supposed to be and I've never had any trouble at all at all every year I send it back, but I've already pay my. OK, but, uh, uh, uh, I, I thought maybe uh the mail has been lost so much. I thought maybe it might have got lost.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you, ma'am. You asked my question. You answered my question. It looks like they send it back to me or something. OK, thank you.
[AGENT][NEUTRAL] You're welcome. Well, thank you for calling APL and everything provided was a verification of benefits, not a guarantee of payment. And I hope you have a good day, OK?
[CUSTOMER][NEUTRAL] Well it is yeah I mean I do, I get this bill every check every month, every year. You said it's been sent out though.
[AGENT][NEUTRAL] Oh, we just have to say that for the call. Your payment is on the way.
[CUSTOMER][POSITIVE] OK, thank you, ma'am. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] You help me a lot. Make me feel better. Bye-bye.
[AGENT][NEUTRAL] Bye bye.