AccountId: 011433970860
ContactId: 7a1576bb-97d8-414a-9d07-bf53f240f0fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330579 ms
Total Talk Time (AGENT): 119480 ms
Total Talk Time (CUSTOMER): 174695 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/7a1576bb-97d8-414a-9d07-bf53f240f0fa_20250528T20:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], twice in one day, lady.
[AGENT][NEUTRAL] What? Not you again.
[CUSTOMER][NEUTRAL] Yeah, it's me. Guess who's back, back again.
[CUSTOMER][NEUTRAL] Well, sorry.
[AGENT][NEUTRAL] That's going on.
[CUSTOMER][NEGATIVE] Well, I have an insured on the phone and he is saying we should have never paid 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.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We can do with it or how the next steps would be.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's his policy number?
[CUSTOMER][NEUTRAL] 2456494.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Do do do do do.
[CUSTOMER][NEUTRAL] Yes ma'am, it's on the most recent claim that 3604395, but there's nothing in indicating car accident or anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Well, it does, I mean, an accident, but anyway.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you can send him on over.
[CUSTOMER][POSITIVE] Awesome, awesome, thank you, ma'am. Have a great one.
[AGENT][POSITIVE] Alright you too thanks.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hey, my name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I got a bill where y'all paid and y'all pay $500 on an ER bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] And I, I appreciate y'all doing that but y'all shouldn't have paid that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, I was rear ended in a car wreck.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I had back surgery on the [PII], so when I got rear ended it tweaked my back and I wanted to go have X-rays to make sure nothing moved in my back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] But that girl's insurance was supposed to pay all this bill y'all wouldn't, I mean, I appreciate y'all doing it don't get me wrong.
[AGENT][NEUTRAL] Mhm, OK.
[CUSTOMER][NEGATIVE] But I don't want y'all to pay something that y'all shouldn't have paid.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I never gave them my insurance card. The only thing I gave them that day was the paper from the rat.
[CUSTOMER][NEUTRAL] And I don't know how unless they had my insurance on file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know how they build y'all for it is what I'm saying. Her insurance was supposed to pay this.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look at this. Give me one second.
[CUSTOMER][NEUTRAL] OK, I got the numbers if you need them.
[AGENT][NEUTRAL] Uh, let's see, I was pulling up the claim information.
[AGENT][NEUTRAL] That was sent in to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it does list
[CUSTOMER][NEUTRAL] That's the only thing I've been to the ER for.
[AGENT][NEUTRAL] OK, so it does list American public life on the actual emergency room visit.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, so being that the hospital did submit the claim to us.
[AGENT][NEUTRAL] Um, even though
[AGENT][NEUTRAL] You know, it was, it's supposed to be covered by I'm guessing automobile insurance uh if you're if you're major medical for whatever reason if they decide to try to recoup that money from.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, whoever her insurance carrier is, if they recoup that money, then the hospital will probably send us something, and then we will, uh, request the refund of those moneys back, but as of right now, being that we do pay the amount that has been applied to your deductible copay and co-insurance, that's the reason why we had to make a payment on that claim.
[AGENT][NEUTRAL] So we, so we had to make a payment on it.
[CUSTOMER][NEUTRAL] We'll see that, uh, and, and I understand, I understand why you did it. I mean, I'm, but when I went in that day, you know, I've dealt with the ER before, but when I went in that day, I didn't even give him an insurance card because I told him it was gonna be paid on by her insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And so that's why I hate that y'all even got a bill for it because her insurance and I can call her insurance and take it up with them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because I just hate, I mean y'all been really good to me and I hate for y'all to pay something that shouldn't have been paid.
[AGENT][NEUTRAL] Uh, we appreciate that, yeah, but we just, we, but being that they send it in to us, you know, we have to, we have to make a payment on it being that they send it in to us, but, uh, if you're, if you're a major medical, which is, go ahead.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, well, I'm
[CUSTOMER][POSITIVE] I'm gonna do everything I can to make sure y'all get that money back.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Cause it just ain't right that y'all, I mean, I appreciate y'all doing it and looking out for me, but I was sitting in a construction zone and a standstill when a woman just slap, I mean, run over me, never even hit the brakes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] And so she's her insurance should have paid it, but I'll, I'll call them and I'll see what I can do on this end about getting your money back.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with on today?
[CUSTOMER][POSITIVE] No, ma'am. I appreciate you so much. Thank you.
[AGENT][POSITIVE] Alright you too and you take care.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] All right bye bye.