AccountId: 011433970860
ContactId: 756efcd9-1429-4384-bfad-6a16b2e9ffbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119370 ms
Total Talk Time (AGENT): 42199 ms
Total Talk Time (CUSTOMER): 70605 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/756efcd9-1429-4384-bfad-6a16b2e9ffbc_20250221T20:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. I, I just messaged you. I'm sorry.
[CUSTOMER][NEUTRAL] I was just messaged to see if anyone was available. I have got a Mr. [PII] still on the line, policy number 188.
[CUSTOMER][NEUTRAL] 8643.
[CUSTOMER][NEUTRAL] I verified all of his information.
[AGENT][NEUTRAL] That was 18888643.
[CUSTOMER][NEUTRAL] It's 1 and 38.
[CUSTOMER][NEUTRAL] 643.
[AGENT][NEUTRAL] And the policies on the Kinsee?
[CUSTOMER][NEUTRAL] Yeah, but this is Mr. [PII] on part two.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] He's calling regarding the refund back in [PII], we processed a claim to the hospital. It should have been to them.
[CUSTOMER][NEGATIVE] And then on [PII] we requested that refund.
[CUSTOMER][NEGATIVE] And the hospital is not send it back to us.
[CUSTOMER][NEGATIVE] And he's he's wanting to know, can we send them another refund request? The phone number we did check because he's been calling the hospital but it goes to the customer service number and he can't even get in touch with the billing department.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. Yeah, we can resubmit another one, if you'll send a hub request so the examiner can get it resubmitted.
[CUSTOMER][NEUTRAL] To check on it.
[CUSTOMER][NEUTRAL] OK, I'll just.
[AGENT][POSITIVE] Yeah, we can do that.
[CUSTOMER][NEUTRAL] I'll just do that, but what happens when we have them sitting that long, do you know?
[AGENT][NEUTRAL] We usually supposed to kinda follow up with them.
[AGENT][NEUTRAL] If we haven't, haven't gotten them, you know, a refund kind of periodically, kind of follow up with them to see if we received it.
[CUSTOMER][NEUTRAL] Well, I don't think anybody did.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, and this was in last year, so yeah, we do need to follow up with it.
[CUSTOMER][NEUTRAL] July, yeah.
[CUSTOMER][POSITIVE] OK, I'll do that. Thank you so very much. You have a great day and happy weekend.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You too. You have the same. Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.