AccountId: 011433970860
ContactId: 8339757e-a567-4755-8f2a-b05737a6e932
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322690 ms
Total Talk Time (AGENT): 87930 ms
Total Talk Time (CUSTOMER): 128712 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/8339757e-a567-4755-8f2a-b05737a6e932_20250113T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII]. I'm calling for.
[CUSTOMER][NEUTRAL] The Pinner Clinic PA to inquire on a refund status, please be advised that this call is being recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK thank you [PII] I can help you with the claim can you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah, it would be [PII] and it is a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, yeah, patient's name is [PII].
[AGENT][NEUTRAL] And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah, date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Um, yeah, it is 0249.
[CUSTOMER][NEUTRAL] 1851.
[AGENT][NEUTRAL] OK, let me pull on that policy real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then what is the data service for [PII]?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $167 even.
[AGENT][NEUTRAL] OK and then what was the name of the facility one more time please that you are calling from?
[CUSTOMER][NEUTRAL] Yeah, it's Pinner Clinic P.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah, OK, for this one actually, um, I have received a refund request letter, so I would like to know whether you would take it back or do you need me to send a refund check?
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] OK, um, what is the claim number on that letter that you received?
[CUSTOMER][NEUTRAL] Yeah, it is 3490103.
[AGENT][NEUTRAL] OK, let me research that letter and I'll be right back sir.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking at the claim, I do see that the refund letter was sent because the um claim was overpaid and that the refund would need to be returned.
[CUSTOMER][NEUTRAL] So yeah, I need to submit the refund request, right?
[AGENT][NEUTRAL] No, we have submitted a refund request.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Oh, OK, no, so, uh, what I meant was, do you need me to submit the refund check for the overpaid amount?
[AGENT][NEUTRAL] Because the
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, I am, I have a mailing address on my letter. May I reconfirm that with you?
[AGENT][POSITIVE] Yes, please do.
[CUSTOMER][NEUTRAL] Yeah, is it [PII]?
[CUSTOMER][NEUTRAL] [PII], is that right?
[AGENT][POSITIVE] Yes, yes, that is correct.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, will there be any interest applied on the overpaid amount?
[AGENT][NEGATIVE] I do not see that any interest would be applied.
[CUSTOMER][NEUTRAL] So no, right?
[AGENT][POSITIVE] No, no. Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. Um, sorry, could you please spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, sorry, and could you help me out with the call reference number?
[AGENT][NEUTRAL] Yes sir, you can use my name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] OK, sorry, 1:13 2024, 5, right?
[AGENT][NEUTRAL] Yes, 1 13 2025.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] 5, yeah. OK, thank you so much for your assistance. Have a great day, [PII].
[AGENT][POSITIVE] You too [PII] thank you for calling APL you take care too, sir.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][NEUTRAL] Yeah, you too bye bye.
[AGENT][NEUTRAL] Bye bye, [PII].