AccountId: 011433970860
ContactId: 3e6ffe75-d2ae-45ad-8267-9bee30c753cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177639 ms
Total Talk Time (AGENT): 59074 ms
Total Talk Time (CUSTOMER): 97004 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/3e6ffe75-d2ae-45ad-8267-9bee30c753cd_20250325T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Hey, I'm good. How about you?
[CUSTOMER][NEUTRAL] I'm doing good so I just got the claims, but um they told me to reach out to y'all because they're unsure. Can you look at this with me?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So it's policy number 234-0421.
[AGENT][NEUTRAL] I apologize, can you get to me one more time? 234.
[CUSTOMER][NEUTRAL] Oh, sure. 234-042-1.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] And then it's for um that last claim there that we processed um 3579838.
[AGENT][NEUTRAL] Oh, I can't see.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] I can't see claims, love.
[CUSTOMER][NEUTRAL] OK, so, on Amtrak, can you see direct deposit active too?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh you can't see Amtrak either.
[AGENT][NEUTRAL] I don't, I don't know. I've never pulled it up before. Is that on, is that in lion?
[CUSTOMER][NEUTRAL] Cause we're trying to figure out, mhm.
[AGENT][NEUTRAL] What's that? What's the uh page MTR what?
[CUSTOMER][NEUTRAL] Um M T R A K.
[AGENT][NEUTRAL] Let me check. Yeah, I can't see anything on that page, babe.
[AGENT][NEUTRAL] What is it you're, what's it you're looking for?
[CUSTOMER][NEUTRAL] OK, how do, how do you get to the direct deposit? So direct deposit active says 2. It usually says yes or no, so we're trying to figure out what that 2 is and then.
[CUSTOMER][NEUTRAL] We're also trying to figure out why the
[CUSTOMER][NEUTRAL] Um, claim was sent as a paper check versus direct deposit. So I went to, I thought it was claims, but she's like, I've never seen this direct to, I've never seen it either. She's like, maybe that's a billing issue.
[CUSTOMER][NEUTRAL] Um, so I really don't know who to go to.
[AGENT][NEUTRAL] I think it would be customer service because they, they deal with people like in on individual basis group billing I'm, I work with groups and so I don't have as much familiarity, yeah, um, but I think payment mode of too is, um, well it says under active I don't know if that's under payment mode that's like when they get billed directly.
[CUSTOMER][NEUTRAL] Right, the whole group, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, mode of payment. The mode of payment is 1. I don't, we don't know what this 2 is, but thank you. Let me try to call um customer service but I appreciate you. No, it makes it it's fine, it makes perfect sense because I, I think if I would have just thought it through, I would have been like, well, why do I have to go to group billing and it's for an individual policy, but I just did what claims told me to do. So let me call customer service.
[AGENT][NEUTRAL] Because the customer.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK. I'm sorry.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] OK, good luck.
[CUSTOMER][POSITIVE] Alright, thank you. Bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.