AccountId: 011433970860
ContactId: 3803b10d-0ec8-47b2-a2cc-29fc451e9f11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237479 ms
Total Talk Time (AGENT): 96643 ms
Total Talk Time (CUSTOMER): 118866 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/3803b10d-0ec8-47b2-a2cc-29fc451e9f11_20250618T14:18_UTC.wav
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[AGENT][NEUTRAL] Yeah, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, [PII], good morning. Uh, my name is [PII], um, and I have a question for you.
[CUSTOMER][NEUTRAL] Um, I received an invoice from one of my providers. I don't know what you need from me, um, maybe the policy number?
[AGENT][POSITIVE] Your policy? Yes, that'll help out a lot.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, it's 016.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 48503.
[AGENT][NEUTRAL] And what is your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Ms. [PII], what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm calling right now from my office.
[AGENT][NEUTRAL] And you're calling for what date of service? Do you have a date of service?
[CUSTOMER][NEUTRAL] Uh yes, I have a claim number actually it's uh 361-075-5.
[AGENT][NEUTRAL] Is this for older a later date before [PII]?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Uh, the service you said?
[AGENT][NEUTRAL] Yes, the date of service.
[CUSTOMER][NEUTRAL] Uh, the date of service [PII], when was this?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, date of service that's here [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so there was a payment of $23.61 made on this claim.
[CUSTOMER][NEUTRAL] Yes, that, that's uh the payment I'm calling about because they uh send me an uh a bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I paid that on [PII].
[CUSTOMER][POSITIVE] And now I received this that you guys paid it as well.
[AGENT][NEGATIVE] So they should send you a refund back.
[CUSTOMER][NEUTRAL] So do I have to call them for the refund? That's I, I don't know because I, OK.
[AGENT][NEUTRAL] Yes, you will have to call them, mhm, because you're, so you will have to call them and they may have credited to your account or I'm not sure, but I can give you the check number to verify that we did make a payment of the $2323.61 and I can give you the check number and tell them that you pay.
[CUSTOMER][NEUTRAL] I think I have it here. The check is uh 204-8984.
[AGENT][NEUTRAL] Yes ma'am, so you contact them in regards to, hey, I made a payment and then you guys submitted this payment to my the claim to my insurance company my gap insurance and they made a payment as well. So would you send me a check for the $23.61 as a refund?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, yeah, I just wanted to call you guys first and see how, how to proceed because I didn't know and I appreciate your help.
[AGENT][NEGATIVE] Mhm. And, and some doctor's office normally put it credited to your account, but I don't want anything credited to my account cause I'm not sure if I'm gonna come see you again. So just send me my money.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I will call them thank you so much. It's not much of a big deal, but yeah.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Is there anything else that I can assist you with today? Right, multi-million dollar company.
[CUSTOMER][NEUTRAL] Definitely, they have more money than me.
[CUSTOMER][NEUTRAL] That it would be
[CUSTOMER][POSITIVE] Oh thank you so much. Have a great day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.