AccountId: 011433970860
ContactId: 41337754-ee67-4db2-ba10-29790faced5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229369 ms
Total Talk Time (AGENT): 120646 ms
Total Talk Time (CUSTOMER): 129015 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/41337754-ee67-4db2-ba10-29790faced5c_20250211T20:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] [PII], hey, it's uh [PII], heck of a nice guy. How are you today?
[AGENT][POSITIVE] Hi, [PII]. I'm good. How are you today?
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm not too bad. I just chase chasing up or looking up on a lost soul, so my best call back number is [PII].
[AGENT][NEUTRAL] OK, thank you. And you're calling to check on a claim.
[CUSTOMER][NEUTRAL] Yeah, on a claim for a policy, so tell me when you're ready for the policy number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I am ready.
[CUSTOMER][NEUTRAL] 247
[CUSTOMER][NEUTRAL] 352 1.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Just tell me when you have him pulled up.
[AGENT][NEUTRAL] I will, one moment.
[AGENT][NEUTRAL] And as you know, [PII], any information provided would be a verification of benefits and not a guarantee of payment. Um, if you'll go ahead, [PII], and verify your email address first off because we do have to do that.
[CUSTOMER][POSITIVE] Yeah, it's all good. I'm not going to kill the messenger. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, thank you. And then the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, the best I can say is [PII] and his date of birth is [PII]. 0, sorry, hold on, it's uh [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I was giving this policy date.
[AGENT][NEUTRAL] Alright, so and then.
[CUSTOMER][NEUTRAL] Anyway, it's um
[CUSTOMER][NEUTRAL] Yeah, it's just uh data services for December of last year, [PII], and uh it's in process. I just wanna see if there's it's been paid yet or processed fully.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Sure, I'm probably calling a day or two early, but I had time to check.
[AGENT][NEUTRAL] OK, so [PII], it looks like it's scheduled to go through nightly processing tonight.
[CUSTOMER][NEUTRAL] OK, as I said, a day early, alright, I'll just call back tomorrow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it does look like it will go through processing tonight, but yes, it hasn't fully completed.
[CUSTOMER][POSITIVE] Yeah, I got you. Yeah, alright, I just had the time as I said yesterday was crazy, but today's a little bit slower, so I'll just call tomorrow. Alright, thanks a lot.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Well, well, you are certainly so welcome. And is there anything else, [PII] that I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that's he's my only squeaky wheel naturally it happens to be the CFO who never knows how to read a letter, but it's aren't all the guys the same. I know what are you gonna do? OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Now, [PII], I can tell you, I mean, I can say even though it's, it's showing a benefit that's going to for processing, again, it's not fully processed, but it appears that the benefit amount on here will be 5, 1284.
[CUSTOMER][NEUTRAL] It's showing a.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and is that going to the provider or to him?
[AGENT][NEUTRAL] No, it would go to the insured, to the insured. Mhm.
[CUSTOMER][POSITIVE] OK cool alright alright I appreciate it.
[AGENT][NEUTRAL] And there have been, you know, because like there's one thing that's not covered, office visits aren't covered.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] Um, and the policy doesn't provide benefits for prescription drugs.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, yeah, I know you're preaching to the choir.
[AGENT][NEUTRAL] Maximum. OK. So, yeah, I mean, as long as he understands all of that, um, you know, because the EOB obviously is not out there yet, but
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The EB obviously is not out there yet.
[AGENT][NEUTRAL] The total benefit of the.
[CUSTOMER][POSITIVE] Yeah it's all good. I know how to sweet talk people over the phone. I didn't get a cool phone number, you know, for not talking sweet, so I got it right.
[AGENT][POSITIVE] That's exactly right. That's sweet and [PII] is coming up, [PII], so it's right on the money for you.
[CUSTOMER][NEUTRAL] That's, oh yeah, believe me, yeah, I know, I know they even have my kids and my middle kids in [PII] and they even have it in [PII] that's all, um, um, I wanna see how powerful Hallmark is so.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Uh-huh. Absolutely. Absolutely. It's worldwide for real.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, that is right. You take care.
[AGENT][POSITIVE] All right, have a great afternoon, [PII]. Thanks, bye.
[CUSTOMER][POSITIVE] Thanks bye bye.