AccountId: 011433970860
ContactId: 247319a4-d1ca-445d-8d32-c5daa83f8adf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274820 ms
Total Talk Time (AGENT): 94910 ms
Total Talk Time (CUSTOMER): 128414 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/247319a4-d1ca-445d-8d32-c5daa83f8adf_20250109T22:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I was wondering if anybody used my card because I just got an email on my phone saying that my card's been used and uh multicare wants $921 and they're saying it's a new claim.
[CUSTOMER][NEUTRAL] And it's not me. I haven't been, I haven't been to a hospital. Only hospital I've been to is the one back, back then, but that's all been covered. That's all been taken care of. And then there's another thing it's a new claim in [PII], and that's not me. I, that's not me. I haven't been to the hospital.
[AGENT][NEUTRAL] OK. All right. Miss, what's your, can you give me your first name again, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And what is your policy number?
[CUSTOMER][NEUTRAL] My policy number is hang on for a second.
[CUSTOMER][NEUTRAL] Yeah, that's.
[CUSTOMER][NEUTRAL] And on one sec.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] They all my cards out.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] It is uh policy number policy number OK it's uh 02550129.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK, [PII], for security reasons, I'm going to need for you to verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Not [PII].
[AGENT][NEUTRAL] OK, and then what is your address, your phone number, and your email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][NEUTRAL] Thank you and then um the number that you gave me to call you back on in case we're disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] On this policy, the last reported claim.
[AGENT][NEUTRAL] was in November.
[CUSTOMER][NEGATIVE] OK, well, no, I, I got an email saying I got, I got a [PII], and they gave me another $21 for uh the medical bill, and I hadn't been to the hospital. I hadn't been there at all.s open now.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Now, I don't see that.
[AGENT][NEUTRAL] We have any claims for September. If you're getting emails from.
[CUSTOMER][NEUTRAL] Yeah, I'll tell you what it says.
[AGENT][NEUTRAL] A doctor's office or something like.
[AGENT][NEUTRAL] Our doctor's office, then you'll need to talk to the doctor's office, but as far as us, there's the last claim was done in [PII].
[CUSTOMER][NEUTRAL] Yeah, it says, yeah, and it says right here, OK, uh, an email, right? It's a new statement. [PII], you have a new statement. Your payment is due [PII], $921.69.
[AGENT][NEUTRAL] That's not us we wanna send you a statement.
[AGENT][NEUTRAL] Who's the who's the statement from?
[CUSTOMER][NEUTRAL] A multi-care health system.
[AGENT][NEUTRAL] OK, that's not us we're APL.
[CUSTOMER][NEGATIVE] And I, I been, I been in the hospital. I don't know why you're sending me this bill for.
[AGENT][NEUTRAL] That's not us.
[CUSTOMER][NEUTRAL] OK, so I, I was calling up to find out what's going on and
[AGENT][NEUTRAL] Yes, you call the person that sent you the bill and ask them what the bill is for, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome [PII]. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, you too. Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][MIXED] OK, but can it's open.
[CUSTOMER][NEUTRAL] Can