AccountId: 011433970860
ContactId: 77c96df1-fe5c-4611-929f-b7e159069df6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1101900 ms
Total Talk Time (AGENT): 287017 ms
Total Talk Time (CUSTOMER): 215952 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/77c96df1-fe5c-4611-929f-b7e159069df6_20250221T20:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and um in April of last year, um,
[CUSTOMER][NEUTRAL] My wife, well, I was in the hospital and we, my wife and I, um,
[CUSTOMER][NEUTRAL] Requested a payment.
[CUSTOMER][NEUTRAL] To help us cover our medical bills we have the.
[CUSTOMER][NEUTRAL] The policy, uh.
[CUSTOMER][NEUTRAL] And yeah I'll send it to the hospital.
[CUSTOMER][NEUTRAL] Instead of to us.
[CUSTOMER][NEUTRAL] And I'm trying to get it sorted out. We've been working on this for.
[CUSTOMER][NEUTRAL] Almost a year now. Um, and I wanted to, I've called the hospital to see if they had done a refund and, and apparently they had, but they said they were going to. So I wanted to see if I could find out if
[CUSTOMER][NEUTRAL] Anything has happened with this.
[AGENT][POSITIVE] Well, it would be my pleasure to check that for you, Mr. [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] OK, it's 01888643.
[AGENT][NEUTRAL] Thank you. And do you mind verifying your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, sir. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me just take a quick look.
[AGENT][NEUTRAL] Was that for Saint Mary's Regional Medical Center?
[CUSTOMER][NEUTRAL] Yes, it was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking, bear with me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I and that was for data service [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, I believe it was.
[AGENT][NEUTRAL] [PII]. OK, so I am seeing that we did send a refund request to the hospital that was done on [PII], and we have not received anything as of yet.
[AGENT][NEUTRAL] We sent them that letter on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][NEUTRAL] Yeah, I have made repeated calls to Saint Mary's and.
[CUSTOMER][NEUTRAL] The last time I talked to him, which was last month, um, they
[CUSTOMER][NEUTRAL] Said it was in process but.
[CUSTOMER][NEUTRAL] I don't, I don't know. I'm not.
[CUSTOMER][NEUTRAL] Uh, would it be possible for you to send another request for a refund?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, let me just check, bear with me just one moment.
[AGENT][NEUTRAL] Or is there someone at the hospital that you've been working with or talking to?
[CUSTOMER][NEUTRAL] No, it's always someone different and actually when I call them they
[CUSTOMER][NEGATIVE] You know, I call the only number I have which is the customer service number and they tell me it's the billing and that they can't even contact billing themselves, you know, they're just giving me the run around, um.
[AGENT][NEUTRAL] Do you have a billing department phone number?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] They can't even contact. I'm sorry.
[AGENT][NEUTRAL] I apologize. It just blows my mind.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, I, I got quite angry with the last call that I made to them and um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It's frustrating when and, and so there's.
[CUSTOMER][NEUTRAL] It is this has been going on.
[AGENT][NEUTRAL] Hang on just a second, let me check this claim.
[AGENT][NEUTRAL] See if there's a phone number on the claim.
[AGENT][POSITIVE] Cause I'm thinking, you know, we might call them together, do a three way if you have time.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Possibly, uh.
[AGENT][NEUTRAL] Oh let me see.
[AGENT][NEUTRAL] Um, to send another letter I would need to.
[AGENT][NEUTRAL] Get you to our claims department. Let me take a look at this claim, see if there's a billing phone number on this claim itself on the UBO4.
[AGENT][NEUTRAL] That you sent in
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just checking on that.
[AGENT][NEUTRAL] Have you been calling um [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And that is a customer service number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Mr. um Mr. [PII], if you don't mind holding just one moment.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get you to our claims department, see if we can send that back out to them, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] And I'm sorry you're going through all that. That is frustrating.
[CUSTOMER][NEUTRAL] Yeah, it's, it's like I said.
[AGENT][NEGATIVE] I'm frustrated for you.
[CUSTOMER][NEUTRAL] It's been, it's been almost a year, uh.
[AGENT][NEUTRAL] And $3000 is not anything to sneeze at. That's, that's.
[CUSTOMER][NEUTRAL] You know, and
[CUSTOMER][NEUTRAL] No, it's, it's not and.
[AGENT][NEUTRAL] Yeah, and so has there, let me ask you this.
[AGENT][NEUTRAL] Um, and we do apologize for our errors sending it to the hospital. Have you paid that $300 prior to us sending it to them?
[CUSTOMER][POSITIVE] Yes, we, we paid the bill completely.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So there is a, should be an overpayment of $3000 right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] See that should, they should even be sending any overpayment to you.
[CUSTOMER][NEUTRAL] You know, and
[CUSTOMER][NEUTRAL] Yeah, and Saint Mary's is very
[CUSTOMER][NEUTRAL] Quick to bill us whatever we have services, but trying to get money back from them is
[AGENT][NEGATIVE] But not giving you money, you.
[CUSTOMER][NEUTRAL] It's something else.
[AGENT][POSITIVE] Yeah, I am so sorry because that is.
[AGENT][NEUTRAL] I, I'm, I'm sitting here frustrated for you, but let's see what we can do. Let me get you to our claims department, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you. One moment, please, sir.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mr. [PII], I'm waiting for uh one of our representatives to be available. Are you still OK?
[CUSTOMER][NEUTRAL] Yes, I'm fine.
[AGENT][POSITIVE] All right. Thank you, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII]. I, I just messaged you. I'm sorry.
[AGENT][NEUTRAL] I was just messaged to see if anyone was available. I have got a Mr. [PII] still on the line, policy number 188.
[AGENT][NEUTRAL] 8643.
[AGENT][NEUTRAL] I verified all of his information.
[CUSTOMER][NEUTRAL] That was 18888643.
[AGENT][NEUTRAL] It's 1 and 38.
[AGENT][NEUTRAL] 643.
[CUSTOMER][NEUTRAL] And the policy is on the [PII]?
[AGENT][NEUTRAL] Yeah, but this is Mr. [PII] on part two.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] He's calling regarding the refund back in [PII], we processed a claim to the hospital. It should have been to them.
[AGENT][NEGATIVE] And then on [PII] we requested that refund.
[AGENT][NEGATIVE] And the hospital has not sent it back to us.
[AGENT][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.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, we can resubmit another one, if you'll send a hub request so the examiner can get it resubmitted.
[AGENT][NEUTRAL] To check on it.
[AGENT][NEUTRAL] OK, I'll just.
[CUSTOMER][POSITIVE] Yeah, we can do that.
[AGENT][NEUTRAL] I'll just do that, but what happens when we have them sitting that long, do you know?
[CUSTOMER][NEUTRAL] We usually supposed to kind of follow up with them.
[CUSTOMER][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.
[AGENT][NEUTRAL] Well, I don't think anybody did.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, and this was in last year, so yeah, we do need to follow up with it.
[AGENT][NEUTRAL] July, yeah.
[AGENT][POSITIVE] OK, I'll do that. Thank you so very much. You have a great day and happy weekend.
[CUSTOMER][POSITIVE] OK. Mhm. You're welcome. You too. You have the same. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I do apologize for that hold. I did check. I'm going to send a request that we mail that refund request letter back to the hospital. So they should be getting it soon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'd appreciate it.
[AGENT][NEUTRAL] You know what? I wonder if you called the just the main hospital number and asked to speak to the billing department.
[CUSTOMER][NEUTRAL] Um, I haven't really tried that, but I'll, I'll give it a shot.
[AGENT][POSITIVE] And we're gonna get this back out to him too, so.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] It's been a pleasure. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Well, thank you for your patience while I checked on that. We're gonna mark this as urgent to get this back out as quickly as possible for you.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.