AccountId: 011433970860
ContactId: 4cd8036b-7dbd-4707-aa76-b3979c4c1036
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147940 ms
Total Talk Time (AGENT): 60839 ms
Total Talk Time (CUSTOMER): 63096 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/4cd8036b-7dbd-4707-aa76-b3979c4c1036_20250623T14:28_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. Um, I have, uh, [PII] on the line. Um, he, uh, has a question about his me benefits, um, because he said that someone, he spoke to someone last week that told him that he had a certain amount, um, but that now, um, they're saying that he only has like he has less than what the representative told him last week.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 261-877-777
[AGENT][NEUTRAL] Thank you. And you said this is [PII]?
[CUSTOMER][NEUTRAL] Yeah, and he's already verified all of his information.
[AGENT][NEUTRAL] OK, what's the callback number just in case the call is disconnected. It's the [PII] number that's showing up.
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[AGENT][POSITIVE] Thank you. You can send him over. I'll be able to assist you. Have a good day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hello, how are you doing?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, I OK.
[AGENT][NEUTRAL] How can I assist you?
[CUSTOMER][POSITIVE] Hopefully you can help me.
[AGENT][POSITIVE] Hopefully I can, [PII]. Hopefully I can. How can I assist you today?
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] OK, uh, I, I just talked to the, well, I've spoken to you guys before and you said, and they said that I had a 4500 of uh available for my surgery tomorrow.
[CUSTOMER][NEGATIVE] And now I spoke to the hospital and they say that you're only covering 1500.
[CUSTOMER][NEUTRAL] Of the 3
[AGENT][NEUTRAL] So it looked like someone gave you the benefits for all covered person, which is $4500 per calendar year for each individual listed under your policy just for a, so that means that whoever gave you that information gave you the incorrect information because that is the coverage for a family policy. However, for an individual is $1500 per calendar year.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And this is not a guaranteed benefit it's just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] And that's what that's all that's all that's available right now?
[AGENT][NEUTRAL] Right, you only have 1500 per calendar year. Yes.
[CUSTOMER][NEUTRAL] For me, for me
[CUSTOMER][NEUTRAL] For me to use tomorrow.
[AGENT][NEUTRAL] That is correct for outpatient services.
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.