AccountId: 011433970860
ContactId: 54546679-334c-419e-ba05-837ea1bfefdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321380 ms
Total Talk Time (AGENT): 108272 ms
Total Talk Time (CUSTOMER): 117956 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/54546679-334c-419e-ba05-837ea1bfefdf_20250528T19:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, I've got a question about a bill that y'all paid.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Can you tell me what this bill is for? Because I don't think y'all are supposed to pay it.
[AGENT][NEUTRAL] OK. What is your name and that policy number, please?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[CUSTOMER][NEUTRAL] And policy number is 02456494.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and Mr. [PII], uh, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My email is [PII], and my mailing address is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you happen to have that claim number or date of service of the claim?
[CUSTOMER][NEUTRAL] Um, let's see, I got the bill. I mean, the thing y'all just sent me claim number is 3604395.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Like for ER visit for [PII]?
[CUSTOMER][NEUTRAL] Is it for a bunch of X-rays?
[AGENT][NEUTRAL] Uh, it just shows ER uh.
[AGENT][NEUTRAL] Uh, billing. So it looks like it's from the provider, the hospital.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Well, see that they shouldn't have billed you because
[CUSTOMER][NEUTRAL] What it was is I had, I had back surgery. It's a worker's comp thing on the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And on this day, I was rear ended in a car wreck.
[CUSTOMER][NEUTRAL] And so I went to the ER to have X-rays to make sure none of my back shifted when I got hit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But it was uh State Farm. Her insurance company was supposed to pay all this because it was her fault. She rear ended me.
[CUSTOMER][NEGATIVE] I never turned in any of my insurance. I don't know how they billed you for it.
[CUSTOMER][NEGATIVE] But y'all shouldn't have paid this State Farm should have paid this.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][MIXED] I mean, I appreciate y'all doing it, but I don't want y'all paying stuff y'all ain't supposed to pay.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let me see who would be able to assist. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], twice in one day, lady.
[CUSTOMER][NEUTRAL] What? Not you again.
[AGENT][NEUTRAL] Yeah, it's me. Guess who's back, back again.
[AGENT][NEUTRAL] Well, sorry.
[CUSTOMER][NEUTRAL] That's going on.
[AGENT][NEGATIVE] Well, I have an insured on the phone and he is saying we should never pay this claim that State Farm should have paid because uh this claim was for when he was rear ended and the lady's insurance should have paid it instead of us paying it. He appreciate us paying it, but we shouldn't have to. But uh I didn't know what else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We can do with it or how the next steps would be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's his policy number?
[AGENT][NEUTRAL] 2456494.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do do do do do.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, ma'am. It's on the most recent claim that 3604395.
[AGENT][NEUTRAL] But there's nothing in indicating a car accident or anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it does mean an accident, but anyway.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, you can send him on over.
[AGENT][POSITIVE] Awesome, awesome. Thank you, ma'am. Have a great one.
[CUSTOMER][POSITIVE] All right you too thanks.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.