AccountId: 011433970860
ContactId: 2ab10768-b000-4eb2-8971-cee1c4f73e63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1288069 ms
Total Talk Time (AGENT): 407641 ms
Total Talk Time (CUSTOMER): 444340 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/2ab10768-b000-4eb2-8971-cee1c4f73e63_20250113T17:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Her to.
[CUSTOMER][NEGATIVE] Excuse me, I was trying to go online to see, uh, check on a claim, but it won't let me online.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can you please give me your name and your callback number just in case our call gets disconnected.
[CUSTOMER][NEUTRAL] OK, [PII], my number is uh [PII] let me correct you [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Every
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] This woman is the
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] 888-560
[AGENT][NEUTRAL] OK. Let me pull your policy in real quick.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] We've been working up to it for a long time.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] It's uh this is no ham bad thank you man [PII].
[AGENT][NEUTRAL] And then can you also verify your address, phone number?
[AGENT][NEUTRAL] An email address that we have on file for you.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[CUSTOMER][NEUTRAL] [PII]. She screaming.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the cell phone number that you gave me to call in case our call gets disconnected, that is your cell phone number, is that correct?
[CUSTOMER][NEUTRAL] I do about it.
[CUSTOMER][NEUTRAL] In case
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, the problem is we've got your email address at [PII].
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you'll need to use that email address to get into the online service center.
[CUSTOMER][NEUTRAL] Liberty.
[CUSTOMER][NEUTRAL] Let me write that.
[AGENT][NEUTRAL] Are you still using that email email address or would you like for me to update it to your.
[CUSTOMER][NEUTRAL] Yeah, I update it to my address. That's my work, that's my work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. What would you like for your email address to be?
[CUSTOMER][NEUTRAL] My email uh verse [PII].
[CUSTOMER][NEUTRAL] What's the one I'm using [PII] what?
[CUSTOMER][NEGATIVE] My order you better questions.
[AGENT][NEUTRAL] [PII] is the one that's on there. So, your new email address is going to be [PII] and I didn't get [PII] rest of it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] When
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me update that real quick for you.
[CUSTOMER][NEUTRAL] Star Trek Enterprise tonight at [PII] 11 central part of all Star Trek on H&I. It's easy to save on car insurance with Insure. Insure I may getting coverage.
[CUSTOMER][NEUTRAL] It still effort
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Be sure
[CUSTOMER][POSITIVE] Easy way to save on car insurance.
[AGENT][NEUTRAL] OK, it's gonna be just a second while it takes.
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] Could you give me, uh, they said my, uh, it was complete. Could you tell me what they decided.
[AGENT][NEUTRAL] Yes ma'am, as soon as I get this email updated, I will make sure that I give you your claim information.
[CUSTOMER][NEUTRAL] OK. He was [PII] when he got injured.
[CUSTOMER][NEUTRAL] You walk in those intensive care room.
[CUSTOMER][NEGATIVE] You don't even recognize
[CUSTOMER][POSITIVE] The need for warrior project continues. Your support is even more important now because the greatest casualty is being forgotten.
[CUSTOMER][NEGATIVE] It was a real hard time for us.
[CUSTOMER][NEUTRAL] And then walks where.
[AGENT][NEUTRAL] OK, I've got that email updated now. Now I'm gonna go over to your claims and look at those for you.
[CUSTOMER][POSITIVE] That's right there.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're in question about the claim that you sent in on [PII]?
[CUSTOMER][NEUTRAL] Our donors.
[CUSTOMER][NEUTRAL] Oh yeah, I wanna see that they deny that one.
[AGENT][NEUTRAL] OK, let me look at that for you.
[CUSTOMER][POSITIVE] Come a long way and he doesn't give up.
[CUSTOMER][NEUTRAL] Do you, do you keep fighting and pushing forward.
[CUSTOMER][NEUTRAL] My dad's been to.
[AGENT][NEUTRAL] OK, it's saying that um the claim that you sent in, the policy, uh,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Benefits for the listed dates of service, the days that you sent it in for have been paid directly to the provider of service.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] The pain that negativity.
[CUSTOMER][NEUTRAL] OK, so if they've already been paid.
[CUSTOMER][POSITIVE] And we'll send you this will be more your project blanket as a thank you.
[CUSTOMER][POSITIVE] Is a very powerful look.
[AGENT][NEUTRAL] Yeah, that they were paid to the provider.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] OK, so if they had already been paid, what do I do?
[CUSTOMER][NEUTRAL] Please give a little.
[AGENT][NEUTRAL] As far as what is it that you're asking? What do you do about what, ma'am?
[CUSTOMER][NEUTRAL] Uh, I, I claim the policy to pay uh to get reimbursed for a bill that I paid.
[AGENT][NEUTRAL] OK, so on the data service for the claims that you sent in.
[AGENT][NEUTRAL] That amount was paid to the provider.
[AGENT][NEUTRAL] For those dates of service.
[CUSTOMER][NEUTRAL] Report.
[AGENT][NEUTRAL] That you sent the claim in for.
[CUSTOMER][NEUTRAL] What harmy they do
[CUSTOMER][NEUTRAL] I'm sorry boys, even the doctor [PII] would say don't need to apologize for anything. It's not your fault. Yes it is as much.
[AGENT][NEUTRAL] So for the information that you sent in on the claim and the dates that you went to the doctor that you put on the claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Those dates were paid to the to the provider, the person that you went to go see.
[CUSTOMER][NEUTRAL] Could you tell me how much they pay? Could you tell me how much they pay?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, $3000.
[CUSTOMER][POSITIVE] Sure do. Let's go and check that out. I'll see you back.
[AGENT][NEUTRAL] That was for South Tulsa surgery?
[CUSTOMER][NEUTRAL] No ma'am.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] OK. So that might have been a different claim that the surgery center sent in. What was the
[AGENT][NEUTRAL] What was the provider that you went to go see for the claims that you sent in?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Saint Francis Hosel.
[AGENT][NEUTRAL] Saint Francis Hospital. OK. Let me look.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] He will buy some privacy.
[CUSTOMER][NEUTRAL] I thought about it. What you like. I brought my pen.
[CUSTOMER][NEUTRAL] Hey now
[CUSTOMER][POSITIVE] Uh good how are you?
[AGENT][NEUTRAL] OK, I'm showing Saint John Broken Arrow. Is that the same?
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] This is was for a car accident I had in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And this happened, the accident happened last year, [PII] uh [PII].
[AGENT][NEUTRAL] OK, I'm showing the service date is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, so what I can do is I can get your number and I can um send in a request for somebody to call you back and investigate this because you're saying the wrong provider was paid, is that correct?
[CUSTOMER][NEUTRAL] No, uh, uh, this is a new claim.
[AGENT][NEUTRAL] Your claim is for.
[CUSTOMER][NEUTRAL] I did have
[AGENT][NEUTRAL] You sent your claim in on [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, on that claim it states.
[CUSTOMER][NEUTRAL] You read that on the
[CUSTOMER][NEUTRAL] too
[AGENT][NEUTRAL] The policy benefits for this listed dates of service have been paid directly to the provider of service.
[CUSTOMER][NEUTRAL] And that is uh.
[AGENT][NEUTRAL] Whoever you put on the claim form.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] That you want to go see.
[CUSTOMER][NEUTRAL] Doctor, is it a doctor?
[CUSTOMER][NEUTRAL] It's just the house full of stuff.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me look real quick.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][POSITIVE] Not just yet, Mr. And we have a special surprise for you. We realize, Mr. And that you finalize a deal without the numbers.
[CUSTOMER][POSITIVE] But uh I'm sorry.
[AGENT][NEUTRAL] I can't see who was paid, um, and let me see, the last payment that I, I can see.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] was paid on [PII].
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] And that's the last payment I see was [PII], and the check was sent to you and was cashed in the amount of $3000.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the last, that's the last payment I see.
[CUSTOMER][NEUTRAL] So see, see, see, it doesn't see it doesn't make sense, you know, if I file a claim.
[CUSTOMER][NEUTRAL] Uh, on the [PII] of.
[CUSTOMER][POSITIVE] This month, [PII] and they paid me.
[CUSTOMER][NEUTRAL] In [PII]. You see what I'm talking about, ma'am? You see what I see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, right, I understand. All I can see is that this last claim that you sent in on [PII], the policy benefits for this listed dates of service have been paid directly to the provider of service.
[CUSTOMER][NEUTRAL] We just don't know where he is yet.
[CUSTOMER][NEUTRAL] He has any ideas.
[CUSTOMER][NEUTRAL] That's all it says and it and it says [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] No, that was, that was a.
[CUSTOMER][NEUTRAL] That's playing for us.
[AGENT][NEGATIVE] No, that's all it says. It doesn't show me.
[CUSTOMER][NEUTRAL] No they are.
[CUSTOMER][NEUTRAL] It says same jobs and now [PII]'s running all over town.
[AGENT][NEUTRAL] No, the last, the last time.
[AGENT][NEUTRAL] No ma'am, the last, um, payment was made to you and previous to that on [PII], that's the last payment I show there's only two payments I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] My sister
[AGENT][NEUTRAL] That I can look up. And let's see, this next one is 179.
[AGENT][NEUTRAL] 963-39. Let me look real quick at this check to see who it was paid to.
[CUSTOMER][NEUTRAL] Sister about
[AGENT][NEUTRAL] We paid [PII] Broken Arrow.
[CUSTOMER][NEUTRAL] my.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, that's when I had my bike to you.
[AGENT][NEUTRAL] OK, so this last claim that you sent.
[CUSTOMER][NEUTRAL] I don't know
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I know, [PII], I'm sorry.
[AGENT][NEUTRAL] On [PII], that's the one that has given us the remark that it was paid directly to the provider of service.
[CUSTOMER][NEUTRAL] And it doesn't say.
[AGENT][NEUTRAL] For service date [PII].
[CUSTOMER][NEUTRAL] They said they're all they're wrong.
[AGENT][NEUTRAL] Now like I said I can have a.
[AGENT][NEUTRAL] I'm gonna call you back.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And go over it with you if you would like.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Please do because they got everything on that wrong.
[AGENT][NEUTRAL] OK, I will make sure that you get a phone call back and it could be up to 24 hours uh for somebody to return the call, but I am putting in a request and I'm gonna do that while we're on the phone together so I'm gonna give you, put you on a brief hold so I send in the request for them to call you back, OK?
[CUSTOMER][NEUTRAL] OK, thank you. You are on hold.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], the phone number that you want them to to return the call at, is that the [PII]? Is that the number you'd like them to return the call at? OK, alright, I have got that request in for you so that somebody can call you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Back
[CUSTOMER][NEUTRAL] OK, because if they don't play the song.
[AGENT][NEUTRAL] And give you better answers, OK? and research it for you.
[CUSTOMER][NEUTRAL] If they don't pay out a claim, I don't know who they paid.
[AGENT][POSITIVE] OK, yes, I'll make sure somebody calls you back and gives you some answers.
[CUSTOMER][NEUTRAL] Oh, OK then.
[AGENT][POSITIVE] OK, all right, I've got it taken care of for you. I've got that request in. Is there anything else that I can.
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, that'll be all to.
[AGENT][NEUTRAL] OK, you have.
[CUSTOMER][POSITIVE] I'll be looking forward to that call.
[AGENT][POSITIVE] Yes, ma'am, and like I said, it could take up to 24 hours for them to call you, but somebody definitely will be giving you a call back.
[CUSTOMER][NEUTRAL] OK, thank you because I don't know who they paid up.
[AGENT][POSITIVE] Yes ma'am you're.
[CUSTOMER][POSITIVE] OK then thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a blessed rest of your week and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I