AccountId: 011433970860
ContactId: 8c5f86ac-d24c-4c68-babd-5228ec2f4f8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269380 ms
Total Talk Time (AGENT): 111287 ms
Total Talk Time (CUSTOMER): 138477 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/8c5f86ac-d24c-4c68-babd-5228ec2f4f8a_20250226T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was calling about a claim and I want to find out, uh, they paid it, but I want, um, can you tell me if it was paid completely out?
[AGENT][NEUTRAL] OK, Ms. [PII], I can check the claim for you. um, can you please give me your policy number?
[CUSTOMER][NEUTRAL] Um, 01912979 Miss [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] OK, Miss [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Miss [PII], uh, what I'm calling about this was an outstanding, oh, I'm sorry, go ahead.
[AGENT][POSITIVE] Thank you and
[AGENT][NEUTRAL] Um, you just finish verifying your policy. Can you give me your address, phone number, and email address we have on the policy for you?
[CUSTOMER][NEUTRAL] 16 yeah [PII].
[AGENT][NEUTRAL] OK, and what is your email address and phone number on the policy?
[CUSTOMER][NEUTRAL] [PII] and it's probably my cell which is [PII]. If not, I'll give you my home [PII].
[AGENT][POSITIVE] Thank you, I appreciate
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, is that number also a good number to call you back on if we're disconnected, the one that ends in [PII]?
[CUSTOMER][NEUTRAL] Oh, we're on a cell phone right now, the [PII], yes.
[AGENT][NEUTRAL] OK, great, thank you so much. So I'm showing that the last reported claim that was paid was from, uh, it was, um, processed on [PII]. Is that the one you're calling about? Do you have the claim number?
[CUSTOMER][NEUTRAL] That's the one I'm calling about, right, showing a payment of 17,410.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. That's correct. All right, let me look at the claim.
[CUSTOMER][NEGATIVE] OK, now this is the problem that I got. Alright, this bill radiologist turned this bill over to her collection agency, so I told them that this bill was paid, so they don't show anything on their record. How long does it take for this to update or anything like that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me look and see um.
[CUSTOMER][NEUTRAL] Or can they send something to me to just tell me that it was paid or, or whatever. Yeah, I just spoke to Miss, yeah, I just spoke to Ms. [PII] over at radiology.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At regional, regional and she took, yeah.
[AGENT][NEUTRAL] Alright, so you can give her this information.
[AGENT][NEUTRAL] It was paid it was paid on [PII].
[CUSTOMER][NEUTRAL] OK, alright, what.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Paid on [PII], uh-huh.
[AGENT][NEUTRAL] With check number 202-6243.
[CUSTOMER][NEUTRAL] Yeah, I got that Miss [PII]. I have the thing. I have the invoice from APL, so that's what I was trying, you know, yeah.
[CUSTOMER][NEUTRAL] The check number I do show that yes ma'am and the reference number, yes ma'am.
[AGENT][NEUTRAL] OK, so if she's stating that they, and I do show the check is still outstanding that they have not cashed it yet so if uh she needs us to do a replacement check she's gonna have to call us and we can void this check and send her another one.
[CUSTOMER][POSITIVE] OK, so it's still outstanding. OK, let me tell her that you're still sure it's outstanding, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so you can void it and send a replacement, all right.
[AGENT][NEUTRAL] Yes ma'am, but we'll need her to call us and let us know.
[CUSTOMER][NEUTRAL] OK, you need someone from over there to call. All right, let me call her and um let me call her and give her this information. Miss [PII], Miss [PII], can, do I just tell her to ask for anybody or who did she ask? Can she ask for you or what did she? [PII], OK, Miss [PII].
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Anybody that answers the phone, no, she does not have to ask for me she can ask for anybody. All of us know how to do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, so the check is still outstanding. I'll let her know. OK, thank you.
[AGENT][POSITIVE] OK. You're very welcome. You have a blessed day and thanks for calling APL Ms. [PII].
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][POSITIVE] Thank you, baby. Bye-bye.
[AGENT][NEUTRAL] Bye bye.