AccountId: 011433970860
ContactId: 2364679d-0436-40e0-b664-047abf0c0a72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424579 ms
Total Talk Time (AGENT): 162673 ms
Total Talk Time (CUSTOMER): 163213 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/2364679d-0436-40e0-b664-047abf0c0a72_20250418T15:22_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Um, hi, um, I submitted a claim, um, to receive payment, and I guess I submitted it twice, but I haven't received any payment.
[AGENT][NEUTRAL] OK, I can check your claim for you. May I please get your name and your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and is the claim for yourself or is it for a patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's for my daughter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then can I please get your policy number?
[CUSTOMER][NEUTRAL] a few years ago.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is um 02545403.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] I might have.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your date of birth, please?
[CUSTOMER][NEUTRAL] That they do that like
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then may I get your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] [PII]. Did you say birthday?
[AGENT][NEUTRAL] Uh, no, your address, phone number, and email address.
[CUSTOMER][NEUTRAL] So sorry, OK, I'm [PII] and end [PII].
[AGENT][NEUTRAL] OK, thank you very much I appreciate you verifying that information and um the claim that you sent in which daughter was it for? Which child?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Let me check and see if we've received anything.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] OK, I do show that the claim was pro uh sent in on [PII], which was yesterday.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, no, this was, no, no, no, this is um a service state of no, no, this was actually sent [PII].
[AGENT][NEUTRAL] OK, sent on [PII] and it was for date of er what was the date of service, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me check real quick.
[CUSTOMER][NEUTRAL] you know.
[CUSTOMER][NEUTRAL] Oh, I'll be.
[CUSTOMER][NEUTRAL] What's your question?
[CUSTOMER][NEUTRAL] the last time.
[AGENT][NEUTRAL] And what was the amount of the claim?
[CUSTOMER][NEUTRAL] 219.
[CUSTOMER][NEUTRAL] Um, the original amount?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, 106 is the capital A.
[CUSTOMER][NEUTRAL] And the payout was 5657?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So 219 e AS 219. OK.
[CUSTOMER][NEUTRAL] PWD
[CUSTOMER][NEUTRAL] did not pop up for you?
[CUSTOMER][POSITIVE] E right lower case [PII]
[CUSTOMER][NEUTRAL] I particularly
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Lower cases. Yeah. That's OK.
[CUSTOMER][NEGATIVE] And my handwriting is awful, so I should be a doctor.
[CUSTOMER][POSITIVE] Yeah, OK, yay, yeah, you're welcome.
[AGENT][NEUTRAL] OK, so let me pull up this claim. I think I have found it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] No, I don't wanna
[CUSTOMER][NEUTRAL] Yeah I'm trying to figure out.
[AGENT][NEUTRAL] OK, I'm showing that um on claim number 3553149.
[AGENT][NEUTRAL] The claim was paid $214.37.
[AGENT][NEUTRAL] Let me pull it up real quick.
[CUSTOMER][NEUTRAL] Oh, so it was mixed with something else.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, we got curators of the university and then also.
[AGENT][NEUTRAL] [PII] and Women's Hospital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the women's hospital was paid.
[AGENT][NEUTRAL] Let's see, 15,780, wait a minute, yes, and then the curators of the university was paid $56.57.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What was the other amount? 100 and what? What was it?
[AGENT][NEUTRAL] 15,780.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the one.
[AGENT][NEUTRAL] And I'm gonna see when that went out.
[CUSTOMER][NEUTRAL] I didn't have that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it looks like it was sent by direct deposit.
[AGENT][NEUTRAL] And I'm gonna check to see what date.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Oh, this looks like an old claim.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and what was the total on that again?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me check for you. It was $214.37.
[CUSTOMER][POSITIVE] OK, I, I will look. OK, well I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you're so very welcome. Is there anything else, Miss [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] OK, well, you have a wonderful [PII] weekend and thank you for calling APL. All right, bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] You too, thank you. Alright, bye bye.