AccountId: 011433970860
ContactId: 9330cb3a-5fe2-495d-a44d-d63b7f67e27b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203360 ms
Total Talk Time (AGENT): 74525 ms
Total Talk Time (CUSTOMER): 58780 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/9330cb3a-5fe2-495d-a44d-d63b7f67e27b_20250306T20:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, can you spell your name for me?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] Thank you. My name is [PII]. I'm calling from West Ashley Diagnostic Imaging and um we received two payments on the claim.
[CUSTOMER][NEUTRAL] So, um, I'm trying to see if you all.
[CUSTOMER][NEGATIVE] If we have to send you a refund.
[AGENT][NEUTRAL] OK, I can check on that, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is the patient's policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 022 04548
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have the claim number?
[CUSTOMER][NEUTRAL] One of them is 3552581.
[CUSTOMER][NEUTRAL] And then let me see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And then the other one.
[CUSTOMER][NEUTRAL] It's 355-43006.
[AGENT][NEUTRAL] OK, yeah, that's what I thought. OK, uh, so these are two different policies that the member have. Um, one is an accident policy only, and then the other one is.
[AGENT][NEUTRAL] Accident and sickness. Um, so each, each of them pay $100 for diagnostic testing.
[CUSTOMER][NEUTRAL] But we received 2 payments for 100.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct because it's payable on both policies.
[CUSTOMER][NEUTRAL] OK, so the refund goes to the patient?
[AGENT][NEUTRAL] If there's an overpayment, yes, you can send it back to the patient. OK. Mhm. Yeah, this is an, yeah, mhm. This is an indemnity policy, so yes, you can send it back to the patient.
[CUSTOMER][NEUTRAL] Yeah, there's an over
[CUSTOMER][NEUTRAL] Yes, there's another.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, is there a reference number for the card?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name?
[CUSTOMER][NEUTRAL] No, you spelled it for me.
[AGENT][NEUTRAL] OK, yeah, that's OK, is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling