AccountId: 011433970860
ContactId: 1a25c5ee-4f3c-49f1-ba64-df430b7ea2fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500769 ms
Total Talk Time (AGENT): 138742 ms
Total Talk Time (CUSTOMER): 122392 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/1a25c5ee-4f3c-49f1-ba64-df430b7ea2fd_20250604T21:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, good afternoon. I'm calling because I have some questions regarding a letter I received in response to a claim.
[AGENT][NEUTRAL] OK, I can help you with your claim, ma'am. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] And my number is, I'm sorry, I was gonna give you my work number [PII].
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] OK, thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] I have here, uh, where is it? The policy number 02069775.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]. Phone number is [PII] and the email address is [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying your policy for me. On the letter that you received, what is the um claim number?
[CUSTOMER][NEUTRAL] Um, claim is 359-9392.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] Alright, I am showing that claim has been paid $165.76.
[AGENT][NEUTRAL] The check number is 2043467.
[AGENT][NEUTRAL] And let me see when that went out.
[AGENT][NEUTRAL] Be just a second.
[AGENT][NEUTRAL] OK and that went to Homestead Diagnostic Center?
[AGENT][NEUTRAL] On [PII] and they cashed the check on [PII].
[CUSTOMER][NEUTRAL] OK, so, um, I pay once the diagnostics.
[CUSTOMER][NEUTRAL] So when I filed the claim was to get reimbursed for what I paid to them already.
[CUSTOMER][NEUTRAL] So they got paid double. How do, how do I?
[AGENT][NEUTRAL] OK, so what I can do is, yes, ma'am, I can understand. I can.
[CUSTOMER][NEGATIVE] Fix this.
[CUSTOMER][NEUTRAL] Cause I had set up that whenever I got, um, you know, like whenever I got benefits paid to me that I got on direct deposit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So when I got the letter, I was like, oh, it's gonna come into my bank account. And I waited and I waited and I waited, and then I said, OK, something's wrong, let me call cause I haven't received anything, but now that you're telling me it paid to them, that makes sense now.
[AGENT][NEUTRAL] OK, so um what I can do is I can um send in a request for you to get a call back from a claims super uh specialist so that they can talk to you about the payment and it going into Homestead rather than yourself and I'll put that in the um request for a call back while you're calling so that they can um make sure that they.
[AGENT][NEGATIVE] They know before they pick up the phone and call you that you're um calling because you should have received.
[AGENT][NEUTRAL] The benefit rather than homestead.
[CUSTOMER][NEUTRAL] OK, and I did submit like receipts and everything, you know, for the payment, so yeah, I had to I had to pay all I had to pay that out of pocket myself. That's why I filed the claim with you guys because, you know.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so basically right now I'll just wait to get a call back from a supervisor for the next steps.
[AGENT][NEUTRAL] Uh, from a, it'll be a claims specialist that will be calling you back and I'm gonna put you on a quick hold while I get that request sent in, and I'll be right back with you, OK, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you Miss [PII] for holding for me. I've got that request sent in and you should be getting a return call from a claim specialist.
[CUSTOMER][POSITIVE] OK. All right, great. Thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a good rest of your day. Is that everything that I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, yes, thank you so much. Um, have a good day to you as well.
[AGENT][NEGATIVE] Uh nerve.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.