AccountId: 011433970860
ContactId: 33227501-52b3-48ad-a1a2-22a043c4e2f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227889 ms
Total Talk Time (AGENT): 51120 ms
Total Talk Time (CUSTOMER): 152891 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/33227501-52b3-48ad-a1a2-22a043c4e2f9_20250131T16:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, um, I need some information. I'm trying to find out, um, if, um, some of my benefits, um, was used for this calendar year unbeknownst to me, and I just wanted to check on it to see, um, since it's a new calendar year, obviously [PII] if the $1500 was still available or did Baptist.
[CUSTOMER][NEUTRAL] Without even telling me went in and used it so.
[AGENT][NEUTRAL] OK. Do you have a phone number in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] 02164129
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I verify your address and email email address, please?
[CUSTOMER][NEUTRAL] OK. The email address is [PII], and my address is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And you wanted to know if you had used any of your maximum for this year?
[CUSTOMER][NEUTRAL] Yeah, because and the reason why I'm asking is I received something from you all exclamation of um the benefits, you know, explaining and I see that there was $307 on there, um, and.
[CUSTOMER][NEUTRAL] I, I'm assuming that [PII] went ahead and started doing it and I wanted to know what was left, if anything, or what's been used because I had no knowledge of it.
[AGENT][NEUTRAL] OK, there's nothing been used for this year. That was for last year, [PII].
[CUSTOMER][NEUTRAL] OK, so I, I have my complete, um, $1500?
[AGENT][NEUTRAL] Yes, sir, for outpatient, uh-huh. Mhm.
[CUSTOMER][NEUTRAL] For this year?
[CUSTOMER][NEUTRAL] OK, alright, now my next question is this because um.
[CUSTOMER][NEUTRAL] Fortunately, I'm a cancer patient, and I'm trying to use the money toward my, one of my bills that I need to bring down. What is it that I need to do? Do I go through you or can I go through um Miami Cancer Institute and tell them, put that $1500 toward my bill, um, how, how does that work?
[AGENT][NEUTRAL] OK, if you want them to file the claim for you, you can ask them to file it or you can file it.
[CUSTOMER][NEUTRAL] OK, alright, either or.
[AGENT][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] Alright, that's that's, that's good to know. um, it's probably gonna be, uh, uh, I, I know you're an expert on this it's probably gonna be better for them to file it in quicker than for me to get all the paperwork and do all that and do it myself, correct?
[AGENT][POSITIVE] Yes, sir. I definitely will. Yes, sir.
[CUSTOMER][POSITIVE] Yeah, that's all right that's what I thought. Well, I appreciate that and thank you very much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] Thank you, Mr. [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.