AccountId: 011433970860
ContactId: 3846df69-a953-4fc7-ab91-316a6e3358e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212300 ms
Total Talk Time (AGENT): 100288 ms
Total Talk Time (CUSTOMER): 97471 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/3846df69-a953-4fc7-ab91-316a6e3358e4_20250424T12:46_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I, uh, do you want my name, policy number, where do you want me to start?
[AGENT][NEUTRAL] Uh, well, let's start off with your policy number, please. It may begin with a 01 or 02.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's 009.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] OK. 00964740.
[AGENT][NEUTRAL] 740. OK, thank you. And if I could just verify your name, the date of birth, and a phone number, please.
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] I am [PII], um.
[CUSTOMER][NEUTRAL] Uh, [PII] and I'm calling from [PII].
[AGENT][POSITIVE] Thank you very much, Ms. [PII]. How may I help you with your policy?
[CUSTOMER][NEUTRAL] OK, so, um, I know that you did 2 $25 payments for me, um, one for the services on 210 and one for the services on 218, correct? You see that?
[AGENT][NEUTRAL] Uh, let's see here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, uh, what I have for your office visits, I have one on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have one, let's see.
[CUSTOMER][NEUTRAL] OK, that one, that's, that's the one I'm calling about. Did you make any payments on that for my gap?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, we did. It looks like that was just done. Let me see if I can't.
[CUSTOMER][NEUTRAL] For 25.
[AGENT][NEUTRAL] Uh, yes, we did.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me just see when that was paid.
[CUSTOMER][NEUTRAL] OK, and I, it just hasn't come in the mail yet. Pardon?
[AGENT][NEUTRAL] Uh, no, no, ma'am. It just was done on the [PII], so that should be coming to you just any time, that that explanation of benefits, yes, that was done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the check was written 421-252.
[AGENT][POSITIVE] That, that's correct, yes.
[CUSTOMER][NEUTRAL] Or, or not the check just the letter. OK. OK.
[AGENT][NEUTRAL] Well, yes, yes, yeah, it was, and then the check went out the next day.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Let's see what was I, so how many more office or that type payment 25 do I have left?
[AGENT][NEUTRAL] Uh, let me just check here. Um,
[AGENT][NEUTRAL] So for the calendar year [PII].
[AGENT][NEUTRAL] We have, uh, give me just a moment please.
[AGENT][NEGATIVE] Oh dear.
[AGENT][NEGATIVE] I'm a little trouble with my phone.
[AGENT][NEUTRAL] So for the current year, uh, you've used 3, you have 1 left, and it does look like your husband has all 4 of his. So, uh, you have 1 left for this calendar year, he has 4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but then it will pay like if we have any um.
[CUSTOMER][NEUTRAL] Uh, it will pay other things in those office visits also correct.
[AGENT][NEUTRAL] Absolutely. For, uh, for outpatient services such as urgent care, the ER, uh, that sort of thing, you still have $500 and if you had an in-hospital event, uh, that's 18 hours or more, uh, it's $1000. So yes, you certainly still have that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. I just, I, I'll have to, um, thank you. I appreciate your help. Um, that's been good. I
[AGENT][NEUTRAL] Is there anything else at all I, any, anything else at all I can help with?
[CUSTOMER][NEUTRAL] No, everything's
[CUSTOMER][POSITIVE] No, I appreciate it.
[AGENT][POSITIVE] OK, well thank you very much for contacting API very.