AccountId: 011433970860
ContactId: 113c8447-ab71-4f6f-959a-fddc086340d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351839 ms
Total Talk Time (AGENT): 78969 ms
Total Talk Time (CUSTOMER): 208419 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/113c8447-ab71-4f6f-959a-fddc086340d8_20250326T18:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] How many
[CUSTOMER][NEUTRAL] Hi, yes, uh, I'm calling about a, uh, claim that was made, uh, actually it was made last year, but I've got this collection agency that keeps telling telling me that it hasn't been paid, so I wanted to see, um, I've downloaded the, I guess the payment or explanation of benefits that I got from the from the APL website.
[CUSTOMER][NEGATIVE] But I wanted to see if there was something more that I could provide this collection agency because they're trying to collect the same amount from me.
[AGENT][POSITIVE] OK, I'll be happy to assist. May I have that policy number please?
[CUSTOMER][NEGATIVE] I don't like
[CUSTOMER][NEUTRAL] Sure, uh, let me see, the group number, oh the.
[CUSTOMER][NEUTRAL] Certificate number is 0184.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 0184.
[CUSTOMER][NEUTRAL] 2345.
[CUSTOMER][NEUTRAL] And then ML 8 or 7.
[AGENT][NEUTRAL] And if you can verify your name, date of birth, and email address.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] [PII] and I believe you should have [PII].
[AGENT][NEUTRAL] And what's the date of service for the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] Let's see what was the date.
[CUSTOMER][NEUTRAL] You know if I.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have a [PII].
[CUSTOMER][NEUTRAL] It's for the ambulance service.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] The one we paid $424.56?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] We have yeah.
[AGENT][NEUTRAL] I'm showing that was paid to you.
[CUSTOMER][NEUTRAL] have
[CUSTOMER][NEGATIVE] To me, I never received the
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I never received a check or anything.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The support.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] You can help me.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] And as far as I know, I don't think I've ever provided a uh like a payment.
[CUSTOMER][NEUTRAL] Account for you guys.
[CUSTOMER][NEUTRAL] Can order number yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Alright, one moment please, let's see, so this was claim ending in 367.
[CUSTOMER][NEUTRAL] it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] I mean that that would explain why these guys have been trying to come after me.
[AGENT][NEUTRAL] I'm showing
[AGENT][NEUTRAL] Yeah, it was paid to you on [PII] by direct deposit and the account number ends in.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] The last four of the account number is [PII].
[CUSTOMER][NEUTRAL] Well, to go to my bank account and checking right now.
[CUSTOMER][NEUTRAL] Make sure we don't make
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] When the
[CUSTOMER][NEUTRAL] ACH credit.
[CUSTOMER][NEUTRAL] You said June?
[AGENT][NEUTRAL] It was in [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So if it was sent [PII], maybe the [PII], [PII], [PII], something like that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] Alright, I see it here right and that uh.
[CUSTOMER][NEUTRAL] OK, so then that explains it all right then I will take care of it.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I don't think so, um.
[CUSTOMER][NEGATIVE] So if if I'm submitting, you guys don't pay the company you guys pay me and then I gotta pay basically.
[CUSTOMER][NEUTRAL] Is that the way it works?
[AGENT][NEUTRAL] Um, for this claim, let's see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, because I had to when I submitted this, I submitted it with with the collection and everything so.
[CUSTOMER][POSITIVE] I'm just trying to make sure that I'm doing the right process.
[AGENT][NEUTRAL] We normally pay whoever files first, so let me see, pull it up and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 63. And you uploaded it.
[CUSTOMER][NEUTRAL] It's just that I get a lot of pushback from from all these yeah.
[AGENT][NEUTRAL] Yeah, if you file before they file we're gonna pay whoever is first come first serve if they file we pay them if you file we pay you, so that's how we determine who gets paid.
[CUSTOMER][NEUTRAL] OK, no, it's uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, yeah, no, it's it's like a lot of times I get pushed back from from the either the doctor's office or whoever that and then uh uh after I fight with them they finally submit it and so it just gets a little confusing because there's there's been another instance where I've been paying the co-pay for for my visits but then they've also been submitting.
[CUSTOMER][NEGATIVE] The, the claims as well and so I had to fight with them to get my money back.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, so then, uh, uh, alright then I will take care of it then. Thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] OK bye bye.