AccountId: 011433970860
ContactId: 0e5d69bb-a8ee-4c13-9cf5-4ddf56da0b78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190699 ms
Total Talk Time (AGENT): 60525 ms
Total Talk Time (CUSTOMER): 85714 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/0e5d69bb-a8ee-4c13-9cf5-4ddf56da0b78_20250305T14:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm a broker. How you doing?
[AGENT][NEUTRAL] I'm fine, Mr. [PII]. How are you? I've talked to you before.
[CUSTOMER][POSITIVE] Yes ma'am, how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Doing great, doing great. I'm just trying to see if I can call to check, um, we have some claims that were processed for one of our customers, um, under their accident their hospital plans wanna see if I can, if you can let me know what was processed.
[AGENT][NEUTRAL] OK, uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's two different policy numbers. It's, uh, it's 249-515-7.
[CUSTOMER][NEUTRAL] That is the accident plan and the claims were filed under the accident and the hospital looks like they were both processed.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is uh Miss [PII], and it's [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And the other policy number you're showing is that 2495053?
[CUSTOMER][NEUTRAL] Correct, 249-5053. Correct, it's in the accident in the hospital. That's right.
[AGENT][NEUTRAL] OK is.
[AGENT][NEUTRAL] Uh, it looks like our claim was processed yesterday and so, uh, direct deposit was sent out today or will be sent out today.
[CUSTOMER][NEUTRAL] Alright, let's see. OK, so under the accident plan, um, what do you show was processed?
[AGENT][NEUTRAL] The total amount or the services?
[CUSTOMER][POSITIVE] Um, you get this total amount's fine.
[AGENT][NEUTRAL] Uh, it looks like a total amount of $1,275.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Under the um hospital plan, can you see the total on there?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] So looks like a claim was processed on the [PII].
[CUSTOMER][NEUTRAL] But now the hospital might have been.
[AGENT][NEUTRAL] of February and it looks like a checking amount of $100 was sent for diagnostic.
[CUSTOMER][NEUTRAL] OK, you may see a check before that too because um some of the paperwork was sent in separately. It looks like on here the hospital plan paid um something before that as well.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Looks like that one was.
[AGENT][NEUTRAL] For 200
[CUSTOMER][NEUTRAL] It, it may be, is that what it was? It was a 200 and a 100.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] That'll, that'll work. OK, that's all that's all I need to know for that. That's fine.
[CUSTOMER][POSITIVE] Let's see. Awesome, thank you so much for your help. I greatly appreciate it.
[AGENT][POSITIVE] You are welcome. Uh thank you for calling APO [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Mhm, bye.
[CUSTOMER][POSITIVE] Thanks bye bye.