AccountId: 011433970860
ContactId: ec69ae56-ee86-415a-ad4d-f1803832081c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 855369 ms
Total Talk Time (AGENT): 193215 ms
Total Talk Time (CUSTOMER): 246768 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/ec69ae56-ee86-415a-ad4d-f1803832081c_20250319T13:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from provider's office to know the claim status. How are you doing today?
[AGENT][NEUTRAL] I'm doing fine. How are you, [PII]? Do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, uh huh, [PII].
[AGENT][NEUTRAL] OK, can you give it to me one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Was that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Is that the social security number?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is that their social security number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, that's too many numbers for our policy number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Do you have their social?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just a moment, I'm checking.
[CUSTOMER][NEUTRAL] To here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, I don't have the social security number for this.
[CUSTOMER][NEUTRAL] Yeah, I can see that only the member ID for the American public life. Is it for medical, right?
[AGENT][NEUTRAL] It just depends on what type of policy they have. Do you have whose name is the policy in?
[CUSTOMER][NEUTRAL] Here I can see that the policy number is 267676481.
[AGENT][NEUTRAL] OK, that's not our policy number. Whose name is the policy in?
[CUSTOMER][NEUTRAL] It's um it's [PII].
[AGENT][NEUTRAL] [PII] is the first name.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and spell the last name.
[CUSTOMER][NEUTRAL] It's uh it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] There's several different [PII]. Do you know what state they live in?
[CUSTOMER][NEUTRAL] Mm, just a moment.
[CUSTOMER][NEUTRAL] It's [PII]. They are living in [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, what is her date of birth?
[CUSTOMER][NEUTRAL] Mm, it's [PII]. 0 sorry, that that was not that one, just a moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yeah, thank you for that and uh.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. I did find her policy number. Her policy number is 02568964.
[CUSTOMER][NEUTRAL] OK, thank you for that. Uh, could you please uh repeat that once again because yeah.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. What's the date of service?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] No, it's 814-2023.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's gonna do it, it's gonna be under a different um policy number. Hold on one moment, let me look up their older policy, OK, because this one didn't start to.
[AGENT][NEUTRAL] 10 1 24.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the policy number for this data service?
[AGENT][NEUTRAL] 1,822,510.
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] 1,882,510
[AGENT][NEUTRAL] No, 01.
[AGENT][NEUTRAL] 82
[AGENT][NEUTRAL] 2510.
[CUSTOMER][POSITIVE] OK, thank you for that, um.
[AGENT][NEUTRAL] Hold on one moment, let me look up the claim status.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, is this for a facility bill or is this for a doctor's charge? Do you have a procedure code or?
[CUSTOMER][NEUTRAL] It is, uh, this is for uh hospital uh.
[CUSTOMER][NEUTRAL] Facility
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what's the total charge for that?
[CUSTOMER][NEUTRAL] $74,781.53.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hold on one moment, I'm looking.
[CUSTOMER][POSITIVE] Yeah, sure, take your time.
[AGENT][NEUTRAL] OK, it looks like we paid $2,231.35.
[CUSTOMER][NEUTRAL] OK, could you please confirm the claim number? Is it 3354569?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh thank you for that. And, uh, later on we received a payment of $2,231.35 with the claim number 3435858. Could you please check that?
[AGENT][NEGATIVE] Yes, we did, and then we turned around and asked for that money back.
[AGENT][NEGATIVE] And we have not received the money back.
[CUSTOMER][NEUTRAL] OK, should we, uh, refund to you, uh, to your address?
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] Yes, it should be refunded because it was paid twice, it looks like.
[CUSTOMER][NEUTRAL] OK, uh, did you send any refund letter or something like that, uh, to
[AGENT][NEUTRAL] Yes, we did.
[CUSTOMER][NEUTRAL] Uh, may I know when it was, uh,
[CUSTOMER][NEUTRAL] Sent
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] 327 24.
[CUSTOMER][NEUTRAL] The 2724.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, but we didn't receive any, uh, brief filter, so no problem, uh, but on [PII], uh, we received a fax.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] We sent a letter out on 327-24 asking for that refund back.
[CUSTOMER][NEUTRAL] OK, OK, uh, so could you please uh provide me the refund address so that we can directly refund to you.
[AGENT][NEUTRAL] I, I didn't understand what you said.
[CUSTOMER][NEUTRAL] Uh, could you please help me with the refund address, uh, so that we can directly refund to you as we don't have receiving a refund letter, uh.
[AGENT][NEUTRAL] Can I help you with the letter? What do you mean, fax it to you or what?
[CUSTOMER][NEUTRAL] Refund address.
[AGENT][NEUTRAL] Oh, refund address. OK, I can give that to you. It is [PII] [PII].
[CUSTOMER][NEUTRAL] Can you provide me the refunded?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], uh, just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 73124.
[CUSTOMER][NEUTRAL] 7312.
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] 4 OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any attention to this address, uh.
[AGENT][NEUTRAL] Uh, tension claims department.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And please put that claim number on it.
[CUSTOMER][NEUTRAL] Mm, so which, uh, payment should be refund to you? Which claim number payment, uh, is it 55858 or uh?
[AGENT][NEUTRAL] The 858
[CUSTOMER][NEUTRAL] 456. OK, thank you for that. Uh, could you please help me with the call reference?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Mm, OK, thank you for that and thank you for helping me through the call. Have a nice day. Bye bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[AGENT][NEUTRAL] Bye bye.