AccountId: 011433970860
ContactId: 0f64dd12-c9d7-4477-892f-efe66b602163
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136710 ms
Total Talk Time (AGENT): 58537 ms
Total Talk Time (CUSTOMER): 53312 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/0f64dd12-c9d7-4477-892f-efe66b602163_20250225T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII]. I'm a broker. How you doing?
[AGENT][NEUTRAL] I'm fine, [PII]. I think I've talked to you before.
[CUSTOMER][NEUTRAL] I think I talked to you yesterday. Yes, ma'am. How are you doing?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll talk to y'all all the time. Uh, how can I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm just trying to call. It looks like a claim processed overnight. um, can I give you a claim number or a policy number?
[AGENT][NEUTRAL] Alright, sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 251-087-3.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] And that patient's name or insured's name, date of birth?
[CUSTOMER][NEUTRAL] It is um Ms. [PII] and it's [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Yeah, I remember talking to you. Did we talk about the Super Bowl and if you went, No, that was somebody else, never mind.
[CUSTOMER][NEUTRAL] But I call so much we probably could have talked about that too, you know.
[AGENT][NEUTRAL] 573. OK, yes, I do show a claim was processed yesterday, so direct deposit uh was sent out today.
[AGENT][NEUTRAL] Or will be sent out today.
[CUSTOMER][NEUTRAL] OK, can you let me know what was processed on there?
[AGENT][NEUTRAL] Uh, for the amount or each line?
[CUSTOMER][NEUTRAL] Just, just the amount I, I have an idea what it's supposed to be.
[AGENT][NEUTRAL] 2100.
[CUSTOMER][NEUTRAL] OK, so that would be 1500 for the admission, um.
[CUSTOMER][POSITIVE] And probably the daily benefit for each day she was in there is what I'm thinking.
[AGENT][NEUTRAL] And the ER, yes, sir.
[CUSTOMER][NEUTRAL] OK, so 2100 direct deposited probably in the next 24 hours.
[AGENT][NEUTRAL] Well, I'm not sure how long it would take to get to their bank, but we assume it would be quicker, so definitely sometime this week, I will assume.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll work. I greatly appreciate your time.
[AGENT][POSITIVE] Oh, you're welcome. You have a great day, Mr. [PII].
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][POSITIVE] Thanks bye bye.