AccountId: 011433970860
ContactId: 91cae1c0-f602-4386-b0b3-bb3959953118
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477279 ms
Total Talk Time (AGENT): 149291 ms
Total Talk Time (CUSTOMER): 161219 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/91cae1c0-f602-4386-b0b3-bb3959953118_20250515T18:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling on a um a payment that we received but we had refunded back because it was like a duple payment and we're trying to get the payment back.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And he was trying to get it um sent back.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is it on premiums or claim or?
[CUSTOMER][NEUTRAL] Claim.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And are you with the provider or are you the insured?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK. And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII] straight line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02001242.
[AGENT][NEUTRAL] Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what's, and you are wanting to know about a refund on a claim?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] No, we, it was 2 checks were sent to, said the check was sent to 2 payments and we refunded them back.
[AGENT][NEGATIVE] You refunded both of them back.
[CUSTOMER][NEGATIVE] But if we only supposed to refund one and both of.
[CUSTOMER][NEUTRAL] Right, right, and we were trying to get it back.
[AGENT][NEUTRAL] OK, what
[AGENT][NEUTRAL] OK, what date of service is that for?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Let's see, hold on just a moment, I'll look that up for you. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, when did y'all send them back? I see where we paid $75.
[CUSTOMER][NEUTRAL] OK, let me look at this this not.
[AGENT][NEGATIVE] I don't see where we paid it twice.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Cause we got it in here.
[CUSTOMER][NEUTRAL] We received one on 211.
[CUSTOMER][NEUTRAL] 225 then another on 33225.
[CUSTOMER][NEUTRAL] And we refunded back on [PII].
[AGENT][NEUTRAL] Hold on just a second, let me see if we have any open mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm not showing anything.
[AGENT][NEUTRAL] I'm showing we paid this claim one time for $75 that data of service.
[CUSTOMER][NEUTRAL] Right, and I'm seeing.
[CUSTOMER][NEUTRAL] I'm looking at it we see one.
[CUSTOMER][NEUTRAL] You said the total was 14, you paid $75 then we received another one on 33 $20025 so the total was $75 and y'all paid $75.
[AGENT][NEUTRAL] OK. Was it on a different date of service maybe?
[CUSTOMER][NEUTRAL] And we refund. I don't know if it was a.
[CUSTOMER][NEUTRAL] No, ma'am, I'm looking at both of them it's the same data service.
[AGENT][NEUTRAL] Because I'm only showing it was paid once for that data service.
[CUSTOMER][NEUTRAL] But we
[AGENT][NEUTRAL] Do you have check numbers or claim numbers?
[CUSTOMER][NEUTRAL] But on our
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] For both of them.
[CUSTOMER][NEUTRAL] Cause on our end, yeah, on, on our end look like if it was paid twice, that's why we refunded back.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And that was for [PII]?
[CUSTOMER][NEUTRAL] And at the DOB.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, the check number is 202.
[CUSTOMER][NEUTRAL] 25, I'm sorry, 2025508.
[AGENT][NEUTRAL] 2025508
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on just a second, let me see who that's on.
[CUSTOMER][NEUTRAL] Let me look at the other one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do you have a claim number for that check number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 3558
[CUSTOMER][NEUTRAL] 328
[AGENT][NEUTRAL] No, that's the one that I'm showing we paid on 35583.
[AGENT][NEUTRAL] 28, that's the one we paid $75 for 13.
[AGENT][NEUTRAL] Of 25. What's the other one? Check number and claim number that's supposed to be a duplicate.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's the same thing. I think it came in our system twice, but like it was a due and we refunded back, thinking it was a dup but it really wasn't because it it got the same.
[CUSTOMER][NEUTRAL] Check number.
[AGENT][NEUTRAL] I'm not showing we got.
[CUSTOMER][NEUTRAL] And the same claim number.
[AGENT][NEGATIVE] I'm not showing we got a refund back for it.
[CUSTOMER][NEUTRAL] You don't.
[CUSTOMER][NEUTRAL] How, how
[CUSTOMER][NEGATIVE] Do you know how long you use the refund and say because we, they sent it back [PII], like it should have been.
[AGENT][NEGATIVE] Yeah, it shouldn't have been that long. We, we probably didn't receive it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see if it's still showing outstanding.
[CUSTOMER][NEUTRAL] Oh I see.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] 202.
[AGENT][NEUTRAL] No, it's showing it cleared the bank on [PII] and you saying you sent a check back to us?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. All I can do is check with my supervisor to see if she has anything on, but it shouldn't take that long for a refund.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I can give you a call back.
[CUSTOMER][NEUTRAL] OK, that's fine you can call me back.
[AGENT][POSITIVE] OK, I'll, I'll get with her and see what she says about it and I'll give you a call back.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a good day and I'll call you back shortly.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Alright you too bye bye.