AccountId: 011433970860
ContactId: 435006e5-45e1-41c4-b08f-236dfbd98213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430820 ms
Total Talk Time (AGENT): 90125 ms
Total Talk Time (CUSTOMER): 81960 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/435006e5-45e1-41c4-b08f-236dfbd98213_20250611T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] Um, I'm calling with regards to a claim that I submitted. I just wanted to get some info on it.
[AGENT][NEUTRAL] OK, what is your policy number?
[CUSTOMER][NEUTRAL] Uh, so it's 02486619.
[CUSTOMER][NEUTRAL] M L 8
[AGENT][POSITIVE] OK, thank you. I have that as 02486619 ML8. Thank you very much.
[AGENT][NEUTRAL] And may I have your name and date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII], uh, [PII].
[AGENT][POSITIVE] Thank you so much Miss [PII], and what is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And also verify your mailing and email addresses, please.
[CUSTOMER][NEUTRAL] OK, [PII]. And my email is my name, [PII].
[AGENT][POSITIVE] OK, thank you very much for the information and you're calling for claim status. One second so I can assist you with that. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's that date of service that can help you?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the date of service?
[CUSTOMER][NEUTRAL] Uh, the date of service was [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] May I place you on a brief hold while I search for the claim?
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Sure. Mhm. No problem. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for your patience, Ms. [PII]. I'll pull the information up. That shows, thank you. It shows that the first submission of the claim for [PII] we've made a payment of $1,861.70 to you.
[CUSTOMER][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the claim was submitted again to us and it was denied as a duplicate.
[CUSTOMER][NEUTRAL] Oh it is.
[CUSTOMER][NEUTRAL] that's the number.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And I can go back and tell you when that payment was made to you as far as when it was processed.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that was processed on April, excuse me, [PII].
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] And it shows that you have direct deposit, yes ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, OK. I may have forgotten about that. I'm so sorry. I apologize.
[AGENT][POSITIVE] Uh, no problem, no problem, no, no problem.
[CUSTOMER][NEUTRAL] I apologize.
[CUSTOMER][POSITIVE] Mm, alrighty. OK, um, yeah, I'll, I'll get in touch with the provider on this. Thank you so much. I appreciate your help on it.
[AGENT][POSITIVE] You're welcome and thank you for your patience with me. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, not right now, thanks.
[AGENT][POSITIVE] Thank you so much for calling APL. Have a great day, bye.
[CUSTOMER][NEUTRAL] You too bye bye.