AccountId: 011433970860
ContactId: 10407094-396a-4fa6-84cc-eae678598f91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499040 ms
Total Talk Time (AGENT): 91811 ms
Total Talk Time (CUSTOMER): 96815 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/10407094-396a-4fa6-84cc-eae678598f91_20250331T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi this is [PII].
[CUSTOMER][NEUTRAL] Oh, I just got a question about, because I got a mail from you guys like in February. Sorry about the lay, but it says I have a I want to send a check, but similar to a check about like $75. I just wanna know what that is.
[AGENT][NEUTRAL] OK. Um, do you have a policy number with you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I do have a claim number if you need that.
[AGENT][NEUTRAL] Um, OK, go ahead.
[CUSTOMER][NEUTRAL] Oh, policy number is 0256.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7318
[AGENT][POSITIVE] OK, thank you. And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, looks like we received a claim from [PII] for SSM Health Medical Group and we send that check out to you for $75 for that visit.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So that was basically a check for that.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] $75 is the maximum, go ahead.
[CUSTOMER][NEUTRAL] But on the bottom
[CUSTOMER][NEGATIVE] On the bottom they said this is not no check or something.
[AGENT][NEUTRAL] In the bottom of uh of the check or on the bottom of the paperwork like the explanation of benefits?
[CUSTOMER][NEUTRAL] Of the check, that's some of the check.
[AGENT][NEUTRAL] In the bottom of the check, it says it's not a check.
[AGENT][NEUTRAL] Um, can you read what's in the check? What information do you have on the check?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, give me one second.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] One moment
[AGENT][NEUTRAL] Mhm. Sure, yes.
[CUSTOMER][NEUTRAL] Oh, are you still with me?
[AGENT][NEUTRAL] Yes, I'm still here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it says $75.00.
[CUSTOMER][NEUTRAL] And then the boy after 20 days after child.
[CUSTOMER][NEUTRAL] Oh, OK, this, it says this is not a bill, so, so you said that is that the max of $75?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, uh, the office visit is covered at $75 per visit and you have up to, let me see how many visits, uh, 5 visits per year, and this is not a guarantee of payment, just a verification of coverage, but that is the maximum benefit and that's why you received that check.
[CUSTOMER][NEUTRAL] OK, cause um.
[CUSTOMER][NEUTRAL] My bill for them is like 3:35 and then.
[CUSTOMER][NEUTRAL] Only 75 bugs will get out of that.
[AGENT][NEUTRAL] That is your benefit for the under the policy contract.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] I guess so.
[CUSTOMER][POSITIVE] All right. Thank you for your time.
[AGENT][NEUTRAL] Do you have any other questions? Any other questions or concern?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, that'll be it. No, thank you so much.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.