AccountId: 011433970860
ContactId: bad3584c-1d77-444b-ba36-5b107603b1ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155279 ms
Total Talk Time (AGENT): 64820 ms
Total Talk Time (CUSTOMER): 87978 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/bad3584c-1d77-444b-ba36-5b107603b1ea_20250516T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. Let me give you my, I guess, uh, claim number or how would it be better with the policy number?
[AGENT][NEUTRAL] You can give me either. It doesn't matter if it's about a claim. I can pull it. I can pull your info from the claim number.
[CUSTOMER][NEUTRAL] OK, um, I'll give you the policy number. It's 017.
[CUSTOMER][NEUTRAL] 20244
[AGENT][NEUTRAL] OK, thank you. Let me pull that up here.
[AGENT][NEUTRAL] All right, and then [PII], if I could just verify please your date of birth and address.
[CUSTOMER][NEUTRAL] Date of birth is [PII] and my address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, thank you so much. OK, do we have a specific claim in question or?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, well, it's not really a question, so I had went to my doctor's office for a procedure recently and they realized that they never billed me for, um, one that they did in [PII], so I, I wanna make sure it doesn't mess up the billing for this year's procedure.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I only get, I get OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Because it's their fault they didn't bill for the claim, so.
[AGENT][NEUTRAL] Right, right. So the, any sort of like payments would be calculated for that year that you were in. So if the services were in 24, it wouldn't pull from any available um balance for 25. Does that make sense?
[CUSTOMER][NEUTRAL] Yes, OK, I just wanted to make sure that that's what the case was because that's it's their fault that they didn't do so, OK, OK, so for this, this, um, year we're currently in, I still have the, the, well, actually I know I don't have the 1500 because I went to the emergency room, so minus the 250, um, I wanna make sure, yeah, let's see, so I have 1500 minus.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I should have 12:50 in there.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, I see 250 is the only amount paid out to date right.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that was my only question because I got, I got the explanation of benefits and I saw it was paid, but I'm like they better not have deducted it from this year's. OK, thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Right. No, no, no, no. Yeah, it, it would go from last year. Yeah, not a problem. Have a good day, [PII].
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.