AccountId: 011433970860
ContactId: 9a230899-016c-4104-9cd1-ac278d067e9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105000 ms
Total Talk Time (AGENT): 8349 ms
Total Talk Time (CUSTOMER): 78226 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/9a230899-016c-4104-9cd1-ac278d067e9f_20250124T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. Um, so I recently, um, uh, uh, I know that the, uh, I, I went to the emergency like a few, maybe like two months ago, and I know that you received, um, the billing, uh, from them. Um, so.
[CUSTOMER][NEUTRAL] I received something saying that.
[CUSTOMER][NEUTRAL] American Public Life explanation of benefits. I guess the day that you received it. I can give you the reference number if you want. So, I know that everything in the hospital was paid for. My, my, um, the, the reason why I gave um the hospital your, the information for APL was um for the cost of um the co-payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, OK. So, mhm.
[CUSTOMER][NEUTRAL] The co-payment, let me see, um, give me a second, um, not the copayment, but.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, I think I probably don't, uh, uh, explain you very well.
[CUSTOMER][NEUTRAL] Um, I have, I have a copay, yes, I have a copay of 350 for ER.
[CUSTOMER][NEUTRAL] And that was the reason why I, I gave them that information, not for the bill itself because the bill was covered by, by United Healthcare.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?