AccountId: 011433970860
ContactId: dea6b946-1390-452b-86c8-3ee542fbdb5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273200 ms
Total Talk Time (AGENT): 168581 ms
Total Talk Time (CUSTOMER): 53228 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/dea6b946-1390-452b-86c8-3ee542fbdb5f_20250213T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, hi, um, I'm calling on a client of mine that has outstanding medical bills, and I was just wondering why the bills haven't been paid. I have a certificate number and patient's name.
[AGENT][NEUTRAL] All right. First, give me your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], what's your phone callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what, what relationship are you to the person that you're gonna be talking about?
[CUSTOMER][NEUTRAL] Uh, I'm his attorney.
[AGENT][NEUTRAL] OK, you're his attorney. OK. All right, give me one second to get to that screen.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you give me that certificate number, please?
[CUSTOMER][NEUTRAL] Sure, it's 021-923-28.
[AGENT][NEUTRAL] And the name of the insured?
[CUSTOMER][NEUTRAL] Radio Roll.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Alright, now, have you sent in something to our office where he gave us permission to be able to speak with you like a third party report? You, you have?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see, have we seen where that we got this in notes that we got that information. When did you send it in?
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK, let me see. Let me go over to here and pull up and see do we have any.
[CUSTOMER][NEUTRAL] And I got a response back. I got a response back from you guys, uh, on [PII].
[AGENT][NEUTRAL] OK. I'm just looking to see if we have anything on file and I don't see nothing in notes.
[AGENT][NEUTRAL] So let me pull up and see.
[AGENT][NEUTRAL] Do we have anything when you got the response back, was it from what department? Did it say?
[CUSTOMER][NEUTRAL] Uh, yes, it was from, uh, [PII], Special Risk Claims and Appeals.
[AGENT][NEUTRAL] Yeah, she is, and that is true.
[AGENT][NEUTRAL] OK, and you said I was back in [PII] by around April?
[AGENT][NEUTRAL] OK, and I'm
[CUSTOMER][NEUTRAL] Yes, uh, the response back was in May, but I sent my letter in April.
[AGENT][NEUTRAL] OK. And I'm looking for something around that time.
[AGENT][NEUTRAL] D L B L B.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, here it is. Um, let me, I don't know if this it or not, but let me just see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And what's the name of, yeah, I, I got Mr. [PII]. Yeah. [PII], OK, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me me again it's OK.
[AGENT][NEUTRAL] Major medical. I'm looking for the authorization from. I just see where she's reading your letter. I'm looking where we got permission to give you information. That's what I'm looking for.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Uh, so that's [PII]. OK. So that's 5:10, it would have been a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You would have made it a claim.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, please advise on you understand I would get. OK, I just see the letter where you sent saying that you would represent him. OK, OK, now, but I don't see where I have the, the permission to give you information, but what I can do is send your information to [PII] since she's been handling this and let [PII] give you a call back on this.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Would that be fine? OK. Now let me make sure I got the number right. [PII]. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'd be OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, OK, I'll send her an email right now and that's gonna give you a call back. All right? You're welcome. You have a great day. Bye-bye.
[CUSTOMER][POSITIVE] OK, thanks so much.
[CUSTOMER][NEUTRAL] You too bye bye.