AccountId: 011433970860
ContactId: ab9ac4d9-55ef-4df6-aed7-98b76eda03d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126209 ms
Total Talk Time (AGENT): 28851 ms
Total Talk Time (CUSTOMER): 54547 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ab9ac4d9-55ef-4df6-aed7-98b76eda03d6_20250624T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Options.
[CUSTOMER][NEUTRAL] Yeah, hi. I just received a check from you guys and I'm not really sure why a check was sent to me when the, I wanna find out what the status is of the bill that I got from the hospital is being taken care of.
[AGENT][NEUTRAL] OK, so it was a check from a claim that was filed and we just need to verify that amount?
[AGENT][NEUTRAL] That was paid, is that correct?
[CUSTOMER][NEUTRAL] Uh, um, no. So you guys sent me a bill for $400.
[CUSTOMER][NEUTRAL] And the claim is for 20,000.
[AGENT][NEUTRAL] Oh, OK, OK, so we're just needing clarification as to why the check paid as much as it did.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I, I'm, I'm confused cause you guys sent me a check for.
[AGENT][POSITIVE] I'm sorry, I am here now, it's OK.
[CUSTOMER][NEUTRAL] I'm very
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEGATIVE] I'm just very confused about why I'm getting a check for $400 when there's a $20,000 bill from a hospital that needs to be paid.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, so we can go ahead and get all that pulled up and see if we can't find clarification on that um I think so I can't address the fact that if you received a check in the.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Hold on, hold on, if you're shit.
[CUSTOMER][NEGATIVE] God damn it.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] What's happening.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] What the fuck is happening?