AccountId: 011433970860
ContactId: 484f38d8-d6a9-4407-8938-a58c4cb42158
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490609 ms
Total Talk Time (AGENT): 129627 ms
Total Talk Time (CUSTOMER): 108190 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/484f38d8-d6a9-4407-8938-a58c4cb42158_20250417T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] in [PII], how you doing?
[AGENT][POSITIVE] Good. How are you doing, [PII]?
[CUSTOMER][POSITIVE] Doing great doing great I'm a broker. I'm just calling to check on a claim for one of our customers.
[AGENT][NEUTRAL] OK, I can help you with claim status today.
[AGENT][NEUTRAL] Do you have the policy number? Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, policy number is 249-526-3.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK and then what what brokers are you calling from?
[CUSTOMER][NEUTRAL] We, uh, it's Brian [PII] LLC and Crescent City Benefits. It's all the same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] And let's see here.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][NEUTRAL] But the claim is actually on his wife, Ms. [PII], and her, her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, and then do you have a data service and a charge amount or a claim number on you?
[CUSTOMER][NEUTRAL] Uh, the claim number should end in 018.
[AGENT][NEUTRAL] OK, and then what's the charge amount?
[CUSTOMER][NEUTRAL] I, I probably couldn't tell you. I know it's a lot.
[CUSTOMER][NEUTRAL] That should be the only claim that was just processed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it looks like this is the only claim for her. See.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it looks like the received date for this claim is [PII], and then the process date is [PII], so it was just processed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, so I'm showing.
[AGENT][NEUTRAL] That we did pay 7500.
[AGENT][NEUTRAL] To the insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we also paid.
[AGENT][NEUTRAL] 300 as well.
[AGENT][NEUTRAL] And then another 300, so.
[CUSTOMER][NEUTRAL] So probably 300 ER 300 X-rays, 7500 for the hip fracture.
[AGENT][POSITIVE] Yes, correct.
[AGENT][NEGATIVE] Uh, there was one that was denied.
[CUSTOMER][NEUTRAL] OK, so total should be.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So the total was.
[CUSTOMER][NEUTRAL] Is it $8100 was the uh deposit?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the accident claim was processed $8100 was that direct deposited?
[AGENT][NEUTRAL] Let's see, let me look up that check number really quick.
[AGENT][POSITIVE] OK, so it looks like it's still outstanding.
[AGENT][NEUTRAL] Um, yes, so the issue date was yesterday, so.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, it could still, since it's a paper check, it could still be in the mail. Let me see.
[CUSTOMER][NEUTRAL] That that was my question. So they, we, we sent in direct deposit info, so they didn't direct deposit it.
[AGENT][NEUTRAL] I'm just seeing that it's a check, hold on.
[AGENT][NEUTRAL] Yeah, it says paper.
[AGENT][NEUTRAL] So it was a paper check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's so funny. Sometimes they, I send them all in the information together. Sometimes they direct deposit and sometimes they'll just send out a paper check even though we sent in direct deposit info.
[AGENT][NEUTRAL] Oh, that's weird.
[CUSTOMER][NEUTRAL] I don't know why they do that. It's strange, but um.
[CUSTOMER][NEUTRAL] That's the whole reason why we chase people down to get the direct deposit, you know what I mean?
[AGENT][NEUTRAL] Yeah, I mean, it's, it's all.
[CUSTOMER][MIXED] But it's OK. It just takes longer and.
[AGENT][NEUTRAL] Yeah, it's a lot faster if you direct deposit. Let me, let me check his account and see.
[AGENT][NEUTRAL] Yeah, he has banking information on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I don't, I don't know why they sent it in as a paper check, but.
[AGENT][NEUTRAL] Um, I can put you on hold and I can, I can check.
[CUSTOMER][NEUTRAL] It it's OK if it, as long as it's been processed and the money is sent, um, so the check was mailed out, it's in a paper form, but you do have his banking on information on file for anything moving forward.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, correct. Mhm.
[CUSTOMER][POSITIVE] Perfect, that's all I need to know. I appreciate all your help.
[AGENT][POSITIVE] Yeah, of course. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Take care.
[AGENT][POSITIVE] Thank you. You too. Bye.
[CUSTOMER][POSITIVE] Thanks bye bye.