AccountId: 011433970860
ContactId: 462a77e0-26fd-48be-a33c-c5974643b90d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374410 ms
Total Talk Time (AGENT): 98691 ms
Total Talk Time (CUSTOMER): 201758 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/462a77e0-26fd-48be-a33c-c5974643b90d_20250211T18:47_UTC.wav
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[AGENT][POSITIVE] Thanks for calling API. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, what's your name again? I'm sorry?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Dude, this is [PII]. I just noticed that there's um actually
[CUSTOMER][NEUTRAL] I uh uh bills for services that were done to my wife.
[CUSTOMER][NEUTRAL] That the share or something, pay something, and we still had to pay.
[CUSTOMER][NEGATIVE] $600 and I think you received that, but it, it wasn't, wasn't paid.
[CUSTOMER][NEUTRAL] Um, I just submitted.
[CUSTOMER][NEUTRAL] The confirmation number.
[CUSTOMER][NEUTRAL] OSC 93279
[AGENT][NEUTRAL] OK. Yes, sir. I can look that up for you. Um, first, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII] is my cell phone.
[CUSTOMER][NEUTRAL] Or at work.
[CUSTOMER][NEUTRAL] You want the the work number just in case?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, that's fine. Thank you.
[CUSTOMER][NEUTRAL] [PII]. OK, you don't want it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I repeat [PII].
[AGENT][NEUTRAL] Yes, well,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Basic. Mhm.
[AGENT][NEUTRAL] And now I need your policy number, please.
[CUSTOMER][NEUTRAL] Policy number 2152694.
[CUSTOMER][NEUTRAL] And this is a service done in [PII].
[CUSTOMER][NEUTRAL] Last year.
[AGENT][NEUTRAL] And please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII], although the service was for my for my wife.
[CUSTOMER][NEUTRAL] And um mailing address [PII].
[AGENT][NEUTRAL] OK, and verify your email address to make sure we have the correct one on file.
[CUSTOMER][NEUTRAL] Uh, you got the [PII]?
[AGENT][NEUTRAL] Yes, sir. That's the one we're showing.
[AGENT][NEUTRAL] OK, and what's the date of service on the claim you're calling about?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And they get submitted the paperwork.
[CUSTOMER][NEUTRAL] The explanation or confirmation or explanation of benefits I don't know.
[CUSTOMER][NEUTRAL] And I submitted the, the original bill that you actually paid only 5628.
[CUSTOMER][NEUTRAL] And a copy of a of of another bill.
[AGENT][NEUTRAL] OK. Yes, sir. I do, yes, sir. I do show the documentation that you submitted today and it's actually in line to be processed. Um, we just ask that you allow 5 to 7 business days for processing. So you can go online and check the status or give us a call back to check on the status of it. But I do show that we have received it and it's in line to be processed.
[CUSTOMER][NEUTRAL] You very.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, but I want.
[CUSTOMER][NEUTRAL] Right, and I wanted to put a note there, but I can't. I just submitted this paper. I wanted to put a note that says.
[CUSTOMER][NEUTRAL] I don't know if I should send it via email again, but
[CUSTOMER][NEUTRAL] That we already paid $600.
[CUSTOMER][NEUTRAL] And we get an additional $110 that I have to be paid.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] You already actually was submitted before and you, you guys pay $56 only $56.28 dollars.
[CUSTOMER][NEUTRAL] I don't know if I'm the same date. I know this is a different date on the same bill. I'm sorry, the density, the bone density.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yeah, because I'm not showing.
[CUSTOMER][NEUTRAL] It's just that the radios on the on the same bill they they um
[CUSTOMER][NEUTRAL] Well, the one from [PII].
[CUSTOMER][NEUTRAL] My insurance paid.
[CUSTOMER][NEUTRAL] An amount and you pay the difference.
[CUSTOMER][NEUTRAL] But it was on the same bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For other services.
[CUSTOMER][NEUTRAL] They were done in [PII].
[CUSTOMER][NEUTRAL] So I don't know where Ra is the, the imaging.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Say so but I wanna make sure if you can put a note that we actually already paid $600 and also we paid our out of our pocket and also that uh the, the new bill for $110.
[CUSTOMER][NEUTRAL] For additional material that I have to use, apparently I just talk to them.
[AGENT][NEUTRAL] OK. Actually, I'm not able, I'm not able to add notes to it because um I'm not the one working on it and like I said, we'd have to allow 5 to 7 business days, but you can add that note and resubmit it.
[CUSTOMER][NEUTRAL] How can I put
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] If you would like to do that.
[CUSTOMER][NEUTRAL] I, how can I do? I what?
[AGENT][NEUTRAL] Um, you can add the note that you um just suggested that you wanted me to add to it. Add that same note to the documentation and resubmit it.
[CUSTOMER][NEUTRAL] Oh, it's oh, added the note on the documentation that I'm scanning. OK. What about if I send an email with that?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No, we can't take it through email anymore because of the HIPAA.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, alright, let me see if I can do it that way. So put the note on the attachments that I documenting. OK, alright.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK. Is there anything
[CUSTOMER][POSITIVE] All right, thank you for your help.
[AGENT][POSITIVE] Is there anything else I can assist you with? OK, I thank you again for calling APL on this though. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] No, that's it.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.