AccountId: 011433970860
ContactId: adb516b0-421b-4c33-86b1-83c0d6dde19e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255029 ms
Total Talk Time (AGENT): 65626 ms
Total Talk Time (CUSTOMER): 127588 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/adb516b0-421b-4c33-86b1-83c0d6dde19e_20250528T16:56_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I was just calling because I had a claim that I had submitted and it said that it was processed and I just wanted to confirm this is the first time I've, I've submitted a claim if they um sent the funds to me for me to pay.
[CUSTOMER][NEUTRAL] Um, the bill for an imaging or if they sent them directly to the um institution because they, I, I just got a call from collections for the bill that I thought was paid like a couple weeks ago so.
[AGENT][NEUTRAL] Can I have a policy number?
[CUSTOMER][NEUTRAL] Uh, yes, give me just a second. I left my wallet.
[CUSTOMER][NEUTRAL] In the car, I think.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Spell your first name.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, [PII], what city and state do you live in?
[CUSTOMER][NEUTRAL] Um, I live in [PII].
[AGENT][NEUTRAL] Thank you, could you verify your date of birth, mailing address, and your email address that we have on file for you?
[CUSTOMER][NEUTRAL] Yep, uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And then my email address is [PII], and my mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, [PII] and what is a good call back number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you recall that date of service that you're calling about today for your claim?
[CUSTOMER][NEUTRAL] Um, it was in November, but I don't remember the exact date.
[CUSTOMER][NEUTRAL] It's, it should be like the only claim on my account that's been paid out. I think there's 2, but it's for the same date.
[AGENT][NEUTRAL] So there's one for [PII], we paid $40 on that one.
[CUSTOMER][NEUTRAL] Yeah, that was one of them. The total is 540 and I think there's another one that's supposed to be for 500.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And maybe that one was December.
[AGENT][NEUTRAL] OK, so the other one was for $500 that we made a payment on?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and I, I just wasn't sure if that was paid directly to the provider or not, um.
[AGENT][NEUTRAL] It was.
[CUSTOMER][POSITIVE] OK, so that one's been taken care of already as well.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, sounds good. they must just be uh a little behind or something so.
[AGENT][NEUTRAL] Probably so.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] All right, well.
[CUSTOMER][NEUTRAL] No, I just wanted to make sure that I was understanding that right, that I wasn't supposed to like pay it myself with funds that were deposited or something like that, so.
[AGENT][NEUTRAL] Would you like for me to give you that check number so when you do give them a call, you say, hey, my insurance company stated that they've made a payment for the amount of $500 and I can give you the check number.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, yeah, let me get something to write that down.
[CUSTOMER][NEUTRAL] Um, go ahead.
[AGENT][NEUTRAL] 3600062.
[CUSTOMER][POSITIVE] Awesome alright thank you. I will um reach out to them and make sure I can get this resolved. Thank you, bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.