AccountId: 011433970860
ContactId: 584f35c7-7509-48c3-b099-444bcafff2ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175669 ms
Total Talk Time (AGENT): 66897 ms
Total Talk Time (CUSTOMER): 62921 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/584f35c7-7509-48c3-b099-444bcafff2ea_20250317T19:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, can you look at something with me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. It's um policy number 213.
[CUSTOMER][NEUTRAL] 7840.
[AGENT][NEUTRAL] OK, [PII] and [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the date of service is [PII].
[AGENT][NEUTRAL] For which one?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, part one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and which claim number?
[CUSTOMER][NEUTRAL] OK, so it's really all three. So she was calling for a claim status and we are, so can we pay?
[CUSTOMER][NEUTRAL] Two of these claims are the same exact claim, it's just two different claim numbers, but we paid it twice.
[AGENT][NEUTRAL] let me see.
[CUSTOMER][NEUTRAL] It's the um 985 and the 990.
[AGENT][NEUTRAL] Yeah, let's see if they are the same actual provider.
[AGENT][NEUTRAL] I'm just gonna look at the provider's name in the box one moment.
[AGENT][NEGATIVE] Come on, it's so slow.
[AGENT][NEUTRAL] OK, so yes, that is the same.
[AGENT][NEUTRAL] Looks like we did pay this twice because it's the same um provider.
[CUSTOMER][NEUTRAL] Co. Mhm.
[AGENT][NEUTRAL] Inbox 31, so let's see, looks like.
[AGENT][NEUTRAL] The 709,990 would need to be.
[AGENT][NEGATIVE] Requesed um refund on.
[CUSTOMER][NEUTRAL] OK, so, cause she was calling for a claim status, but I just noticed this, so how?
[CUSTOMER][NEUTRAL] So what am I gonna, so I need to tell her what I can tell her this? I just wanna make sure.
[AGENT][NEUTRAL] No, I would tell her that it processed under the 337-0985 and give her that information for that one and then do your hub request on
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] The 990 and they need to request a refund on that one.
[CUSTOMER][POSITIVE] Very close, very fine. OK, I got it. Thank you so much because I was very confused.
[AGENT][POSITIVE] OK. You're so welcome. You call me anytime, no problem.
[CUSTOMER][POSITIVE] OK. Have a good day. All right. Bye-bye.
[AGENT][NEUTRAL] You as well. Bye-bye.