AccountId: 011433970860
ContactId: dbf9e516-1b46-418b-9723-e6e9c009ec05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156199 ms
Total Talk Time (AGENT): 48486 ms
Total Talk Time (CUSTOMER): 90057 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/dbf9e516-1b46-418b-9723-e6e9c009ec05_20250314T19:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is uh [PII] and my number is 256.
[CUSTOMER][NEUTRAL] 6030.
[AGENT][NEUTRAL] OK, and how many, wait a minute, Mr. [PII], I talked to you today. So did the supervisor call you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, no, I had to call them and uh they said they couldn't they they couldn't find it, but I got the paper. I'm gonna refax it to y'all again. I just need your fax number.
[AGENT][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] I guess the most stuff I gotta say so too.
[AGENT][NEUTRAL] OK, it's 877.
[CUSTOMER][NEUTRAL] Hold on, wait a minute.
[CUSTOMER][NEUTRAL] 1877 go ahead.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365. What else?
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 2. Yeah, they said they couldn't find it, so I got some more stuff that came in the mail today at my house. It's a bill from them and uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I got this stuff with the Doctor [PII] and Doctor Y your name on it.
[CUSTOMER][NEUTRAL] Um, another deal here. Let's see, let me go through everything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The bill I told you about I did in 200 in February.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] The one that was $2000 and the payment plan set up, I got that one with me in fact it back over to you again and when I put the $500 down.
[CUSTOMER][NEUTRAL] And I know says remaining deduction, uh, remaining out pocket is $4,041.85. The total balance of $5,633.
[AGENT][POSITIVE] OK, and you brought that in. OK, good.
[CUSTOMER][NEUTRAL] So I got that. Yeah.
[CUSTOMER][NEUTRAL] Not from the fax. I don't y'all right now. I just need the fax number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get this lady in the office to fax it for me and the older bill I have 272 and some more stuff. So let me get that to her so she can fax this off to you.
[AGENT][NEUTRAL] Alright, so 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Got it. Go ahead.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yeah, thank you. Nobody ever called me.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] If you want to, I can get you over to claims if you like, but uh,
[AGENT][NEUTRAL] Looks like [PII], she wasn't able to leave a voicemail, but she called twice, but she said the voicemail says
[AGENT][NEUTRAL] That you can't leave a voicemail?
[CUSTOMER][NEUTRAL] Because it's probably folded up. I ain't never check. I don't never check that thing. Let me go ahead and get this faxed off to you and I'll call you once I'm this faxed off to you, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you, Mr. [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.