AccountId: 011433970860
ContactId: 122ad96f-690e-41b9-8977-75a7fa83f9f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377679 ms
Total Talk Time (AGENT): 54209 ms
Total Talk Time (CUSTOMER): 83308 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/122ad96f-690e-41b9-8977-75a7fa83f9f4_20250117T17:44_UTC.wav
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[AGENT][NEUTRAL] For calling ATL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling about a claim.
[AGENT][POSITIVE] I'd be happy to assist with the claim. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is going to be.
[CUSTOMER][NEUTRAL] 614-111
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And the data service for the claim.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that one moment.
[AGENT][POSITIVE] Thank you for your patience. I'm, looks like we received this claim several times, so I'm just trying to.
[AGENT][NEUTRAL] Sort through and figure out what what happened.
[CUSTOMER][NEUTRAL] They scheduled Monday.
[CUSTOMER][NEGATIVE] She's on my nerves.
[CUSTOMER][NEUTRAL] What it but.
[CUSTOMER][NEUTRAL] Which one was that [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What he doesn't.
[CUSTOMER][NEUTRAL] Well, I asked him the same thing.
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEGATIVE] We made a payment, then the payment was voided.
[CUSTOMER][NEGATIVE] Because we never received it.
[CUSTOMER][NEUTRAL] So I just didn't know where the status is for it now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did she say she sent it to me today, [PII]?
[CUSTOMER][NEUTRAL] Well, I emailed her back.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] So it looks like when they reprocessed it.
[AGENT][NEUTRAL] They made a payment.
[AGENT][NEUTRAL] Of $15.
[AGENT][NEUTRAL] And let's see the rest.
[AGENT][NEUTRAL] OK, and then the rest went to deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see when that.
[AGENT][NEUTRAL] Payment was made.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] Sydney, why does this thing have two claims? It sent 2 claims.
[CUSTOMER][NEUTRAL] So they had already paid on it.
[CUSTOMER][NEUTRAL] A here.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK, so I'm, I've got that one. That one's fine. I don't know why the system created two claims on the same plane. See, that's what it did to me. Remember when I told you it was doing stuff like that.
[CUSTOMER][NEUTRAL] Because she said that's her deductible that she's gonna owe.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I, it created two claims and I was calling you over something that had been paid but saying it hadn't been, so I'm sorry about that.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Well thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.