AccountId: 011433970860
ContactId: 8cde0845-ef4c-4ab7-9859-0a363c716190
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297260 ms
Total Talk Time (AGENT): 163490 ms
Total Talk Time (CUSTOMER): 151326 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/8cde0845-ef4c-4ab7-9859-0a363c716190_20250428T18:17_UTC.wav
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[AGENT][NEUTRAL] Taking ATO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's uh [PII] agent extraordinaire. How are you today?
[AGENT][POSITIVE] I'm great. How are you, [PII]?
[CUSTOMER][POSITIVE] Always better than most. Um, my best callback number [PII], and can you hear me OK? Just making sure.
[AGENT][NEUTRAL] Absolutely, yes, uh, you know, and you, you can hear me, right?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yeah, I'm just checking on our waywards so heaven forbid they call you guys up, but they, I don't know, I get, I have that comfort level I get, but tell me when you're ready for a policy number.
[AGENT][POSITIVE] Yes, absolutely, let's uh.
[CUSTOMER][NEUTRAL] OK, it's 258-845-7. Her name is [PII], and uh I'm gonna murder her last name because I'm a gringo, but Charez and uh let me show you her date of birth. Hold on.
[CUSTOMER][POSITIVE] Of course, thank [PII], hold on.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] Great. And so I'm looking at her.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Uh, so is this a current claim that we're looking at? Is there a particular date of service that I could look for, [PII]?
[CUSTOMER][NEUTRAL] Yeah, they, yeah, we're looking at uh two data services for this year. One is our urgent care for [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then there's an emergency room charge for [PII].
[AGENT][NEUTRAL] [PII]. OK, so what we did was um.
[AGENT][NEUTRAL] Uh, let me tell you what I've got and then we'll see whether this is what we're looking for. So we just got this claim and it looks like it was just processed last week. So, uh, done on the [PII], um.
[AGENT][NEUTRAL] We did uh
[AGENT][NEUTRAL] It looks like it might have been an inpatient, uh, inpatient, what am I saying?
[AGENT][POSITIVE] I think this is what we're looking for.
[CUSTOMER][NEUTRAL] Yeah, an outpatient charge.
[AGENT][POSITIVE] Yeah, I think this is what we're looking for uh.
[AGENT][NEUTRAL] OK. Yup. OK. So we had the emergency room. Um, so we'll do that one first. So the, uh, the emergency room, uh, for the [PII], uh, that was just processed, uh, a check just, well, actually not a check, but it was just processed on um the [PII], I believe, and she should be getting uh $955 from that. Now, that particular claim.
[CUSTOMER][NEUTRAL] And we'll do that one first.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] She should be getting $955 from that.
[AGENT][POSITIVE] Uh, we received on the [PII] and we processed it on the [PII], and she's got uh direct deposit, so I'm willing to bet she's, she's got to see that in her account here in just a bit.
[CUSTOMER][NEGATIVE] Yeah, heaven forbid, I know, I know. I've been doing this 26 years, and people are the most weird, you know, they'll call me like at [PII]. Like they'll say, [PII], I don't even, I swear to [PII] they say this crap. [PII], I don't even have enough toilet paper to wipe my ass. I need my disability money. Where's my disability money? I just sent it in on Friday at [PII] I go, [PII], it's Monday at [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then it and then it comes in like an hour later so yeah I know just people are everybody's broke, yeah I know yeah OK and then for the urgent care anything else?
[AGENT][NEUTRAL] They wonder what's going on, right?
[AGENT][NEUTRAL] So let's look at the, let's look at the uh.
[AGENT][NEUTRAL] Uh, yeah, I, so, um, let me see what we've got here on the urgent care. I did get something for that, so I just want to, so it looks like the urgent care visit was paid to the
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, provider, so she did send it in, um, and, uh, that particular claim doesn't was not paid but only, only because the provider sent it in first, OK? So um we received her uh claim on um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Not
[AGENT][NEUTRAL] On the [PII], but it looks like it was it looks like uh we got it too late because it looks like it went to the provider. So what we did was we sent her something letting her know that it went to the provider. Um, I think the, yeah.
[CUSTOMER][NEUTRAL] OK, and then, and that's for the ER on the [PII], right? And then what about the urgent care on the [PII]?
[AGENT][NEUTRAL] Uh, that's it. Uh, I think that's the one I was talking about was the urgent care. Now that she got money for the ER, uh, for the [PII]. That, that should be, that $955 should be cashing into her account, I would think now. But for the urgent care on
[CUSTOMER][NEUTRAL] You are
[CUSTOMER][NEUTRAL] OK, alright, so hold on, let me just get my red pen because I gotta catch up on these notes. So what, so, uh, I understand the [PII] went to her EFT, but how about the urgent care that went to the provider?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That went to the provider. The provider sent in the claim first.
[CUSTOMER][POSITIVE] OK, and what is, and I get you, and what is it $500 that that they got? OK, alright, cool, alright, thanks so much. OK.
[AGENT][NEUTRAL] And so we had to pay the $500 for them.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure. Anything else at all?
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEUTRAL] No, that's it just another another day where I need a margarita just before closing.
[AGENT][POSITIVE] We we're good.
[AGENT][POSITIVE] Oh bless your heart.
[CUSTOMER][POSITIVE] That's all good.
[AGENT][POSITIVE] Hope it gets better. Thanks for contacting ABR. You have a good day.
[CUSTOMER][POSITIVE] All right, thanks so much.