AccountId: 011433970860
ContactId: 010df59a-476e-4229-81ce-dda28bb10030
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455829 ms
Total Talk Time (AGENT): 194506 ms
Total Talk Time (CUSTOMER): 125865 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/010df59a-476e-4229-81ce-dda28bb10030_20250127T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Affordable Employee Benefits.
[CUSTOMER][NEUTRAL] We have a uh subscriber that um I was needing to he he's maxed his he maxed his benefit out in [PII] and he was inquiring on where, you know what claims were filed that matched his benefit.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK and then what is your group number please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The group number is 11655.
[AGENT][NEUTRAL] OK, let me pull in the group number real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so are you with the agent's office?
[CUSTOMER][NEUTRAL] No, we're the uh we're the broker.
[AGENT][NEUTRAL] The broker, OK.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK, can you please verify the address for um
[AGENT][NEUTRAL] The, the group, the JCC contractors please.
[CUSTOMER][NEUTRAL] OK, let me see JC check.
[CUSTOMER][NEUTRAL] Let me look it up real quick. I'm sorry, I should have already had it.
[AGENT][NEUTRAL] No, that's OK. We just have to verify for security reasons always and I appreciate you doing this.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright, let's see.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] JC Cheek, I've got a PO drawer [PII].
[AGENT][NEUTRAL] Yes ma'am, thank you and then one last verification can you give me the email address for the agent?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, let's see if it's going to be [PII].
[CUSTOMER][NEUTRAL] Or if it's gonna be [PII].
[AGENT][NEUTRAL] It's Miss [PII].
[CUSTOMER][NEUTRAL] Let me see, OK, it's [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying the group for me. What is the insured's name that is questioning?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] His
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] His name is [PII], and I have his ID number.
[AGENT][POSITIVE] Yes, please, that would be helpful, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look him up first real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you said his benefits um lapsed in.
[CUSTOMER][NEUTRAL] He maxed into well no he maxed them out in [PII] and uh we know where 3000 went, but he was was inquiring on where the other benefits went.
[AGENT][NEUTRAL] Uh, go ahead.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, now were the claims.
[AGENT][NEUTRAL] For both him and Miss [PII], his um.
[AGENT][NEUTRAL] Spouse
[CUSTOMER][NEUTRAL] Uh, it should be just him. It just should, it should be just him because she would have her own benefit.
[AGENT][NEUTRAL] Just him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I show that and I'm pulling up from 2024. I'm showing that claim number 3508999.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] was paid $4.80.
[AGENT][NEUTRAL] To Medical Foundation of Central.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] He's got another claim.
[AGENT][NEGATIVE] Oh, my computer would hurry up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Claim number 350.
[AGENT][NEUTRAL] 6805.
[AGENT][NEUTRAL] Um, paid $204.27 to Mississippi Baptist Medical Center.
[AGENT][NEUTRAL] And then we've got.
[AGENT][NEUTRAL] Claim number.
[AGENT][NEUTRAL] 3509003 paid $30.
[AGENT][NEUTRAL] To medical foundation.
[AGENT][NEUTRAL] Claim number.
[AGENT][NEUTRAL] 351-362-1.
[AGENT][NEUTRAL] Paid $1,473 to Central Surgical.
[AGENT][NEUTRAL] And that time I gave you was 351-3621, the last one?
[CUSTOMER][NEUTRAL] I'm sorry, uh, 3621, yes ma'am, mhm.
[AGENT][NEUTRAL] OK, alright, let me move on up.
[AGENT][NEUTRAL] I lost my place, so I had to ask you to help me. OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's OK. The next claim is 351-362-4 paid $51 to radiological group.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then we have another one that was paid to Mississippi Baptist Medical Center in the amount of $3,236.93. That claim num.
[CUSTOMER][NEUTRAL] Yeah, I've got that 137, OK, what's that? I don't have the claim number. I'm sorry.
[AGENT][NEUTRAL] Yeah, 351.
[AGENT][NEUTRAL] Yes ma'am, it's 351-495-8.
[AGENT][NEUTRAL] And that looks like let me do a double check, that looks like all the claims that were paid in the year of [PII] for him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] That's what I need. Thank you so much for your help.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Is there anything else? You too. You take care. Thanks for calling APL ma'am. Bye-bye.
[CUSTOMER][POSITIVE] Mhm thank you you have a good day.
[CUSTOMER][NEUTRAL] Mhm. Thanks. Bye-bye. Mhm.
[CUSTOMER][NEUTRAL] Bye bye.