AccountId: 011433970860
ContactId: 9a4e5da9-4b88-4213-8c6b-b1805b29426d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273000 ms
Total Talk Time (AGENT): 77457 ms
Total Talk Time (CUSTOMER): 109230 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/9a4e5da9-4b88-4213-8c6b-b1805b29426d_20250612T13:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, Ms. [PII]. My name is [PII]. Last initial [PII]. I was calling because I have a couple of questions um for a claim that got overpaid.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] OK, that was [PII] and.
[AGENT][NEUTRAL] Rest of it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] Extension.
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 01835800.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's gonna be [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were wanting to know about a claim that was overpaid?
[CUSTOMER][NEUTRAL] Correct. There's two data services in which the insurance overpaid, um, and I want to know where I can issue out that refund back to the uh to the insurance, uh, or do I get a refund back to the patient because the patient is wanting that refund back, which the insurance made the payment.
[AGENT][NEUTRAL] OK, so why is it being refunded?
[CUSTOMER][NEUTRAL] Because it was overpaid, so on data a service of 222 23, the insurance paid $1000 but the patient was only left with the, uh, patient with some possibility of let me get that amount.
[CUSTOMER][NEUTRAL] It was only the blessed the patients responsibility of $532.50 and the insurance paid $1000 so they overpaid.
[AGENT][NEUTRAL] OK, hold on one moment let me pull that up, OK?
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] And it was 222 of 23.
[CUSTOMER][NEUTRAL] Correct, that's one of the data services.
[AGENT][NEUTRAL] OK, hold on one moment, let me see.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] Bye.
[AGENT][NEGATIVE] In American public life overpaid.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Do you have a claim?
[CUSTOMER][NEUTRAL] Because we received the payment of 1000.
[CUSTOMER][NEUTRAL] Yeah, uh, claim number is.
[AGENT][NEUTRAL] Yeah, a claim number.
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 0239840706.
[AGENT][NEUTRAL] OK, that's not one of our claim numbers.
[AGENT][NEGATIVE] Because I don't even see this data service this policy wouldn't even in effect.
[AGENT][NEUTRAL] For that data service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] This policy canceled.
[CUSTOMER][NEUTRAL] Cause we have a payment.
[AGENT][NEUTRAL] Does it say American Public Lie?
[CUSTOMER][NEUTRAL] Oh, go ahead, ma'am.
[CUSTOMER][NEUTRAL] I, well, I'm sorry, I'm trying, I'm trying to read it.
[AGENT][NEGATIVE] Because I don't even see that data service in our system.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. Um, I'll go back to it. Uh, but you were mention something about a term date?
[AGENT][NEUTRAL] Yes, this policy canceled [PII] and there's no other active coverage.
[CUSTOMER][NEUTRAL] OK. I'll go back to double check that you'll be in. Um, can I have a call reference number, Ms. [PII]?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, if I can just have the initial of your last name, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much for your time, ma'am.
[AGENT][POSITIVE] Thank you, [PII], for calling IPO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.