AccountId: 011433970860
ContactId: 276a691d-a0b8-4529-bae8-23055ce00a9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 593669 ms
Total Talk Time (AGENT): 179956 ms
Total Talk Time (CUSTOMER): 108108 ms
Interruptions: 3
Overall Sentiment: AGENT=-0.1, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/276a691d-a0b8-4529-bae8-23055ce00a9a_20250609T15:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I was on the phone with a representative and we got disconnected, so I'm not sure who was it that I was speaking with.
[AGENT][NEUTRAL] OK, I can uh get you pulled up and see if I can help you. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Oh [PII] is [PII].
[AGENT][NEUTRAL] Thank you and what is your policy number with us?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] One second please.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] If you
[CUSTOMER][NEUTRAL] Mm go ahead then.
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 58741 ML 8
[AGENT][NEUTRAL] OK, if you could verify your uh date of birth and mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] OK, thank you so much for verifying your account and how can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I was talking about a claim. I don't know if you have any notes on my account.
[AGENT][NEUTRAL] Let me check and see if anywhere.
[CUSTOMER][NEGATIVE] OK, I'm so tired of it, you know.
[AGENT][NEUTRAL] OK. I don't see any notes. Um.
[AGENT][NEUTRAL] What is the data servicing question? Oh, I'm sorry, I do see it here.
[CUSTOMER][NEGATIVE] So I don't understand why didn't you call me back.
[AGENT][NEUTRAL] Haven't quite
[CUSTOMER][NEUTRAL] 10 8 70. Uh-huh.
[AGENT][NEUTRAL] OK, hold one moment, let me look at the notes. It looks like she.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did something sent it back hold one moment, let me look into it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The herb request [PII] had called in insurance and she stated that she had a PET scan done for 24.
[AGENT][NEUTRAL] State that we do not have a claim for the PET scan. She said that she paid $1500 deductible to them already and would like us to pay her.
[AGENT][NEUTRAL] stated that she.
[AGENT][NEUTRAL] We need to send the claim, but we do not have anything for a CAT scan that day, stated that she was going to call the hospital, call got disconnected.
[AGENT][NEUTRAL] What's up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, 424, [PII].
[AGENT][NEUTRAL] What's the hub request?
[AGENT][NEUTRAL] Who is [PII]? Oh my gosh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I get tired of these people.
[AGENT][NEGATIVE] Oh my gosh. She ain't even at her desk.
[AGENT][NEUTRAL] How the break is in.
[AGENT][NEUTRAL] OK, thank you for holding. I apologize for the wait. Uh, so I do show, uh, this is for a data service of [PII] in which you pay $1500 for a CT scan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Correct. Not a CT scan. It was a PET scan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] A PET scan. OK. And so we haven't received the bill.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You haven't received one?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You said you haven't received one?
[AGENT][NEUTRAL] Did she advise you that we had not received that data service?
[CUSTOMER][NEGATIVE] I don't know, they're saying that, but um the image in place says that they've already sent it twice.
[CUSTOMER][NEUTRAL] Are you guys not receiving the claim?
[AGENT][NEUTRAL] No, ma'am. I do not show we have a data service of uh [PII].
[CUSTOMER][NEGATIVE] I mean, he's serious. They don't wanna to credit my account because they have not gotten payment from you guys.
[AGENT][NEUTRAL] OK, let me look here. I do show something.
[CUSTOMER][NEUTRAL] So you don't show any any claim under that day for an image.
[AGENT][NEUTRAL] Let me see if uh we have a, we have a new claim and let me pull the image and make sure this is not the claim.
[AGENT][NEUTRAL] Hold one moment please look up.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] You don't even have the money left, girl.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for holding. I apologize for the wait. So I show here that you did speak with Misty?
[CUSTOMER][NEUTRAL] Misty, OK.
[AGENT][NEUTRAL] Yes, um, and so she's asking me to send you to her. It looks like she started the process and trying to correct it for you. So let me get you over to her.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Get you over to her so she can kinda uh fill you in on what's what's going on. I do apologize for that. Uh, hold one moment. Let me get you over to her.
[CUSTOMER][NEGATIVE] This has been a headache. You have no idea.
[CUSTOMER][NEUTRAL] Yes. You are on hold.
[AGENT][NEUTRAL] Girl, oh gosh.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] 322 8.
[CUSTOMER][NEUTRAL] Is it very like.
[CUSTOMER][NEUTRAL] No [PII]
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hold one moment. I'm sorry. I'm calling her now.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] This is [PII].
[AGENT][NEUTRAL] Hey, [PII]. You, do you need her, uh, policy number?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] No ma'am I have it.
[AGENT][NEUTRAL] OK, here she comes.
[CUSTOMER][POSITIVE] Thank you baby.