AccountId: 011433970860
ContactId: 8930a733-1677-454d-b331-391f93fe9815
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296420 ms
Total Talk Time (AGENT): 30689 ms
Total Talk Time (CUSTOMER): 151117 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/8930a733-1677-454d-b331-391f93fe9815_20250211T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Miss [PII], how you doing? This, this rigged off again.
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Uh, evidently I was on.
[CUSTOMER][NEGATIVE] I was unaware that this guy, [PII], he's the one that's got this claim that we rejected.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh I'm looking at uh a statement from his provider looks like.
[CUSTOMER][NEUTRAL] Louisiana Sleep Foundation and BlueVine.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] They filed a uh.
[CUSTOMER][NEUTRAL] They filed the uh.
[CUSTOMER][NEUTRAL] The plane
[CUSTOMER][NEGATIVE] And they didn't get they didn't get paid.
[CUSTOMER][NEUTRAL] On it because we don't have the coverage and this guy is talking about.
[CUSTOMER][NEUTRAL] Uh, his, his policy, uh.
[CUSTOMER][NEGATIVE] You know, I, I, I don't know what this guy. I don't, that's why I don't like deal clients.
[CUSTOMER][NEGATIVE] I, I, I don't, I don't know what this guy is supposed, what I'm supposed to do with this. He's telling me that it that.
[CUSTOMER][NEUTRAL] I, I
[AGENT][NEUTRAL] Did he file it with his major medical?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Did he file with his major medical?
[CUSTOMER][NEUTRAL] Uh, he's saying he did. I told him to send me the EOB, give me the EOB for.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah, but I don't, well, let me look.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Come back up.
[AGENT][NEUTRAL] What was the date of his claim?
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] I just let's see.
[CUSTOMER][NEUTRAL] Let's see what I have here. I may not have the date of the claim. All I've got is a statement from Louisiana Sleep Foundation.
[CUSTOMER][NEUTRAL] I don't have uh.
[CUSTOMER][NEUTRAL] I don't have a claim date. I have the, we turned it down.
[CUSTOMER][NEUTRAL] Uh, on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Man
[CUSTOMER][NEUTRAL] Statement date in [PII].
[CUSTOMER][NEGATIVE] This guy sent me the wrong thing.
[CUSTOMER][NEUTRAL] I'm sorry for bothering you, uh, [PII], this guy.
[AGENT][NEUTRAL] You're fine, [PII].
[CUSTOMER][NEGATIVE] This guy, this guy, he's got, he's already got on my nerves this morning. It's, you know, it's not, I wanna know why, man.
[CUSTOMER][POSITIVE] OK, I'm sorry for bothering you dog.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, the, the thing I, he sent me this thing. I'm looking at it over my phone and I just figured out you can blow this thing up and I'm looking at this. This is [PII] and this is what 67 years.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] OK, well if you get a more recent one, give us a call.
[AGENT][NEUTRAL] We'll see what we can do.
[CUSTOMER][NEUTRAL] Look, if I get if, if, if I get a sane.
[CUSTOMER][NEUTRAL] Request I'll call you. No no more insane stuff this year, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, all right, I'm good with that.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] We'll talk soon, [PII].
[CUSTOMER][NEUTRAL] Alright, my dear.
[AGENT][NEUTRAL] All right. Bye.
[CUSTOMER][POSITIVE] Thank you dear bye bye.