AccountId: 011433970860
ContactId: 936ad4a6-8d85-468b-b41a-8d9227284699
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217139 ms
Total Talk Time (AGENT): 87216 ms
Total Talk Time (CUSTOMER): 90897 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/936ad4a6-8d85-468b-b41a-8d9227284699_20250328T14:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I just wanted to check on a bill that was submitted to you by um by a laboratory, and I, I spoke with them and they said that we still owe the money that you, um, I don't know, I guess for some reason you turned down their request for payment. Can we check on that?
[AGENT][NEUTRAL] OK. Sure. I can check and see if we received that claim and what happened. May I have your name?
[CUSTOMER][NEUTRAL] [PII]. The policy is under my hus my husband [PII].
[AGENT][NEUTRAL] OK, um, Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My telephone number you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number if you have it?
[CUSTOMER][NEUTRAL] Sure. It's 02552057.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I need to verify your date of birth and the mailing address on file for security.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII], and my mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Uh, what is the date of service for the bill?
[CUSTOMER][NEUTRAL] Mm, this is [PII].
[AGENT][NEUTRAL] [PII]. All right, let me see if I can find that one. And this was for yourself or for Mr. Mr. [PII].
[CUSTOMER][NEUTRAL] For myself.
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The bill is for Labor.
[AGENT][NEUTRAL] There's no claims on file for [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Excuse me, there's nothing pending either, so no, we have not received that claim as of today.
[CUSTOMER][POSITIVE] Interesting, I'll call them back and make sure that I gave them my policy number correctly.
[AGENT][NEUTRAL] Yes, and also verify the mailing address that you have on the card with them just to make sure they're sending it to the correct address. It should be going to the one that is in the back of the card, which is the [PII].
[CUSTOMER][NEUTRAL] Right, [PII]. And um a couple of, I, I don't know where the card is because we don't use the uh APL anymore for starting in January. And, um, but I can't find that card. They've asked me for the group number. Are you able to share the group number with me so when they ask, I can give it to them?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh, I see that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, yes. Uh-huh. You're welcome. The group number is 21042.
[CUSTOMER][POSITIVE] Sure, thank you so much.
[CUSTOMER][NEUTRAL] All right, great. Alright, I'll call uh Labor back and and verify that they have the correct maybe I said it wrong, you know, maybe I said the numbers out of order.
[AGENT][NEUTRAL] No, he's OK.
[CUSTOMER][POSITIVE] You know, the policy number and that's why it didn't come through. So, OK, well thank you so much for your help.
[AGENT][NEUTRAL] I understand.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's all. That's all. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.