AccountId: 011433970860
ContactId: 03e330ca-a09a-4d8c-94c2-8386afe29408
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239970 ms
Total Talk Time (AGENT): 135293 ms
Total Talk Time (CUSTOMER): 69817 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/03e330ca-a09a-4d8c-94c2-8386afe29408_20250103T15:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] in [PII]. I'm a broker. How are you doing?
[AGENT][POSITIVE] I'm good, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Doing OK. I apologize, but I have a household full of the flu right now, so, um.
[AGENT][POSITIVE] Oh goodness, it's certainly going around.
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, I'm trying to see if I can check on uh a claim for one of our customers please.
[AGENT][NEUTRAL] OK, you're wanting to check claim status for one of the members, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, yes, ma'am.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 2491 I'm sorry 2495136.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get the member's information pulled up and then as you know, [PII], I do have to verify several things with you first for security. Just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And the patient's name and date of birth first off?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And it it looks like the the claim number on this one is 6579 the last four.
[AGENT][NEUTRAL] Alright, and then if you'll verify your email address please.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh. And the name of the agency?
[CUSTOMER][NEUTRAL] Uh, Crescent City Benefits and Brian Padero LLC.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And buying the information that I provide for you would be a verification of benefits and not a guarantee of payment. So on this claim for her, how can I help you today?
[CUSTOMER][NEUTRAL] I'm trying to find out exactly what was processed.
[AGENT][NEUTRAL] OK, so on this claim I can see that there was a $2600 benefit that was processed. It was went through processing yesterday on [PII].
[AGENT][NEUTRAL] Um, on the hospital admission benefit, there was a $1500 benefit paid.
[AGENT][NEUTRAL] There was another charge for uh a daily hospital.
[AGENT][NEUTRAL] Yeah, let me say that again. Daily hospital benefit of $100 paid.
[AGENT][NEUTRAL] And then for a surgery, benefit of 1000.
[CUSTOMER][POSITIVE] Perfect, thank you so much. Was that a paper check or direct deposit?
[AGENT][NEUTRAL] Absolutely, yes, uh, it is a paper check. Uh-huh. And if you want me to, I can read the remarks on each of those payment amounts.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, no, that's OK, that's OK. uh I greatly appreciate it, so you said check was processed yesterday, probably mailed out today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It should go out um yesterday. Let me just double check. I didn't see any direct deposit information on file. Well, actually.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Well, one second, [PII].
[AGENT][POSITIVE] Yes, it is going to be a paper check, yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah. OK. Well, you are very welcome absolutely. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That'll work thank you very much I appreciate your time today.
[CUSTOMER][POSITIVE] That's it. Have a great day.
[AGENT][POSITIVE] Well, you too, and I hope that you and your family feel better.
[CUSTOMER][POSITIVE] Oh thank you so much.
[AGENT][POSITIVE] You're welcome. OK, bye.
[CUSTOMER][POSITIVE] Take care thank you bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.