AccountId: 011433970860
ContactId: 3dba71e3-2c3a-4530-a8bb-f5925ad3db07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181539 ms
Total Talk Time (AGENT): 67368 ms
Total Talk Time (CUSTOMER): 86283 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/3dba71e3-2c3a-4530-a8bb-f5925ad3db07_20250319T18:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I am putting in a claim uh for a uh bill, um, and I was checking on what the status of it was. um I've got a case number, I think.
[AGENT][NEUTRAL] OK. Well, I can definitely help you with your claim status, and Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] That would help.
[CUSTOMER][NEUTRAL] Oh certainly [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number or the case number that you have?
[CUSTOMER][NEUTRAL] Yeah, the case, the initial case number.
[CUSTOMER][NEUTRAL] Uh, is 356-061-8.
[AGENT][NEUTRAL] You said that was the original?
[CUSTOMER][NEUTRAL] Well, it said final something final, but I don't know what that means. Just 356-0618.
[AGENT][NEUTRAL] OK, I can take a look at it.
[AGENT][NEUTRAL] OK. And um let me see.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] 356
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Sure. [PII]. Mail address is [PII], and uh email is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing this claim was paid out on um [PII]. We paid a total of $500. Let me see how it was sent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, I received a $500 deposit. I guess I was calling to find out if that closes the issue or if there's still more payment coming.
[AGENT][NEUTRAL] Well, for this claim, that was all for this claim, um, if there are more claims, you know, since then we will process it, but for this one, that was the decision, the final decision.
[CUSTOMER][NEUTRAL] I see. OK, yeah, because the bill was for 14,000 and here's the the only payment I got was that $500 plus, uh, some other small payment. Anyhow, um, I'm gonna take that as final payment and.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Call the no surprises desk for get some assistance there.
[AGENT][NEUTRAL] Alright, well, Mr. [PII], was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that was all. Thanks very much.
[AGENT][POSITIVE] You're very welcome. Well, I'm glad I could assist you and thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.