AccountId: 011433970860
ContactId: 3c14e25f-8e26-4442-af2d-60b96551192d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527510 ms
Total Talk Time (AGENT): 90693 ms
Total Talk Time (CUSTOMER): 230132 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/3c14e25f-8e26-4442-af2d-60b96551192d_20250613T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] and my last name initial is [PII] calling for Bates County Memorial Hospital to check on refund status. Please be informed that this call has been recorded and monitored for quality and training purposes.
[CUSTOMER][NEUTRAL] And could you spell your last name and I should please, [PII]?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] My callback number is [PII] direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes. The member's ID is 01835977.
[AGENT][NEUTRAL] OK give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] OK, name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] And I have a specific question for this claim now. Could you, may I?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, yeah, what was the date of service for the claim?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, yes, date of service is [PII].
[AGENT][NEUTRAL] OK and what questions did you have?
[CUSTOMER][NEUTRAL] Um, we have received a refund request letter for an overpaid amount. So you just want to know, do we need to send back that amount as a refund check or do we need to wait for in future of it?
[AGENT][NEUTRAL] Oh, OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you said it was for [PII], correct?
[CUSTOMER][NEUTRAL] Yes. Uh, I'm sorry, the date of service is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me pull it up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what was the amount of the check?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the bill amount is
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] $39,688.52. And the paid amount is $1,074.30. And the requested refund amount is 10 cents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you need the refund amount for 10 cents?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Um, so do we need to send back that amount as a refund check to you, or do we need to wait for the future of it from your side?
[AGENT][NEUTRAL] Alright, let me double check on that real quick.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] the lady.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Alright, let me see here I think I pulled up the wrong one. Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Do you have the check number of the check that we sent?
[CUSTOMER][NEUTRAL] Um, the check number, you're in the letter, it is 2029591.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, it looks like we don't need a refund check for that.
[CUSTOMER][NEUTRAL] So will there be any recruitment happening in the future?
[AGENT][POSITIVE] Uh yes, you can keep it for the future use.
[CUSTOMER][NEUTRAL] Um, no. Uh, we just have only two options. Uh, one is to send a refund check for you, the overpaid amount, or the, another option is to wait for the future equipment from your side, uh, from the future claims.
[AGENT][NEUTRAL] Oh what was it?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So, will you take back that amount or do we need to send back?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, you can take that amount.
[CUSTOMER][NEUTRAL] Um, but we don't have that option.
[AGENT][NEUTRAL] That first option.
[AGENT][NEUTRAL] What was your first option?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the first option is, uh, to send, we, we'll send a refund check for the overpaid amount to you. Or another option is to wait for and take back from uh uh from your side in the future claims.
[AGENT][POSITIVE] You can do that last one, yeah.
[CUSTOMER][NEUTRAL] You will do the takeback for the.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] So you will do the takeback for the overpaid amount.
[AGENT][NEGATIVE] Right, we don't need to pay, we don't need to get paid back.
[CUSTOMER][NEUTRAL] Uh, is there any specific time?
[CUSTOMER][NEUTRAL] Um, so you're you're saying that you don't need the, you, you don't need that amount back?
[AGENT][NEUTRAL] And then it's for 10 cents, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, we don't need that we don't need that back. You can use it for future claims.
[CUSTOMER][NEUTRAL] Just hold on, hold on for a minute.
[CUSTOMER][NEUTRAL] Um, so you're saying that you don't need this amount, so can we disregard this refund request letter if there is no overpayment?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] So we'll just disregard this refund request letter as you don't need this 10 cents, right?
[AGENT][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. So let me confirm once again for the reference. We don't need to send a refund check for this and there will be no takeback for the amount of 10 cents and we need to disregard this refund request letter, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, may I have the call reference number for this?
[AGENT][NEUTRAL] So we don't have call reference numbers. You can use my name and last initial and today's date.
[CUSTOMER][NEUTRAL] OK, the call reference would be your name and, and your last name and I should in these states, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, and that's it for the call, [PII]. Thanks for the assistance. Have a great day. Take care. Bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you.