AccountId: 011433970860
ContactId: a8850f2a-8e08-45dd-ac96-3e2e2e2a7a6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246779 ms
Total Talk Time (AGENT): 106615 ms
Total Talk Time (CUSTOMER): 105984 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a8850f2a-8e08-45dd-ac96-3e2e2e2a7a6e_20250117T17:29_UTC.wav
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[AGENT][POSITIVE] Hi, thank you for calling APM. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Oi, your, your voice sounds like you're very, very far away.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Is that any better for you?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, sorry, one second, hang on.
[CUSTOMER][POSITIVE] What's the name again? Now it is, now it's better.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[AGENT][POSITIVE] I'm doing great how about yourself?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Good, good. Hey, I'm, I'm calling about this, um, I don't know, do you need the claim number or?
[AGENT][POSITIVE] Yeah, I can take that claim number for you.
[CUSTOMER][NEUTRAL] The claim number will identify me. OK, so that will be 354.
[CUSTOMER][NEUTRAL] 9943.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What's your name, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], and give me one second to pull up that policy real fast.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Could you verify for me, pretty please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect and I do just need to verify a few other pieces of information starting with your mailing address if you can.
[CUSTOMER][NEUTRAL] My mailing address, home is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect. And then could you verify for me, please, the phone number and email on file?
[CUSTOMER][NEUTRAL] Email you should have it as well I don't know if it's work or personal but it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] is my cell phone number.
[AGENT][POSITIVE] Perfect. And how can I help you with this claim today?
[CUSTOMER][NEUTRAL] Yeah, there's a payment but it says that it was paid. I mean, you say pay Westpon Medical uh Westpon Medical West Westpon Medical outpatient expenses, ER, you pay $348.68.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I called them and they don't, they don't see it that they have that it's paid.
[CUSTOMER][NEGATIVE] They don't see that payment anywhere.
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEUTRAL] The claim was submitted through you, so the payment actually was made out as a check to yourself.
[CUSTOMER][NEUTRAL] Check to me.
[AGENT][NEUTRAL] Mhm, yeah, if you submit the claim, the payment goes to you, and if the provider submits the claim, the payment goes to them. So it looks like that check was made to you and it was
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It looks like it was
[AGENT][NEUTRAL] Drafted on [PII], which means it would have been put in the mail on the [PII].
[AGENT][NEUTRAL] Going to your address um in [PII].
[CUSTOMER][NEGATIVE] Oh, I haven't received anything.
[AGENT][NEUTRAL] OK, it could still be on the way, sometimes with the mail, especially with mail. I don't know why, um,
[AGENT][NEUTRAL] But it could.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Take a little while. It looks like it it went out last Friday, so you might give it a couple more days to show up.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, and it's coming from [PII].
[AGENT][NEUTRAL] From [PII], yup.
[CUSTOMER][NEUTRAL] I'm not that far, still in the [PII]. OK.
[AGENT][NEUTRAL] Yeah, it's like only 9 hours away, so I don't know why it's taking all these days, but.
[AGENT][POSITIVE] But keep a lookout for it because it should be coming to you.
[CUSTOMER][NEUTRAL] OK, OK, so it's coming to me. That's why they don't have it. OK, that's OK. Alright, if that's the case, I, I, I have, I can deposit and then send the payment to them.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, is there anything else I can help you with today, my friend?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I just have to wait, your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] My pleasure. You have such a wonderful day and thank you for giving us a call.
[CUSTOMER][POSITIVE] Appreciate your help.
[CUSTOMER][POSITIVE] You too. OK. Thank you. Bye.
[AGENT][NEUTRAL] Bye bye.