AccountId: 011433970860
ContactId: b62d71a8-9021-4529-a541-690d79e22b32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219880 ms
Total Talk Time (AGENT): 72588 ms
Total Talk Time (CUSTOMER): 100011 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b62d71a8-9021-4529-a541-690d79e22b32_20250623T14:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Skin.
[CUSTOMER][NEUTRAL] Cancer Century center and we have an overpayment that was issued to us and I wanna know how do I where do I send the overpayment check and the explanation of overpayment.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Sure, that's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 01 2nd, that is.
[CUSTOMER][NEUTRAL] 1451761. This is for data service [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] So they might not even be.
[CUSTOMER][NEUTRAL] [PII], he was born [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and what is the data service?
[CUSTOMER][NEUTRAL] The data service is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was the um total of the payment?
[CUSTOMER][NEUTRAL] The total payment was.
[CUSTOMER][NEUTRAL] 5786 but primary paid or primary stated that 5478 was the co-insurance charge and then public list.
[AGENT][NEUTRAL] So it's for that one procedure?
[CUSTOMER][NEUTRAL] It's for that one procedure, the 77285, and there was an.
[AGENT][NEUTRAL] OK, 77285 OK.
[CUSTOMER][NEUTRAL] Right, and then the overpayment was $3.08 because you guys pay $57.86.
[AGENT][NEUTRAL] Let me pull the image.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's the difference right there it's.
[AGENT][NEUTRAL] And so you're wanting to um send the request, the return, OK uh so let me provide the address where you send the return, the overpayment.
[CUSTOMER][NEUTRAL] Return give you back your month, yeah.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it, OK, it's [PII].
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Are you
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and that's going to American Public Life Insurance?
[AGENT][NEUTRAL] Yes, and you can attention refund.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you give reference numbers for the telephone calls [PII]?
[AGENT][NEUTRAL] To reference our call, you'll use my name, [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] Well thank you very much for your assistance.
[CUSTOMER][POSITIVE] No, thank you very much have a wonderful day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You're welcome bye bye. [PII].