AccountId: 011433970860
ContactId: 4e3b8513-ca63-4ee3-9b90-eef385001fff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304850 ms
Total Talk Time (AGENT): 101700 ms
Total Talk Time (CUSTOMER): 114547 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/4e3b8513-ca63-4ee3-9b90-eef385001fff_20250122T22:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII], and I have a question. I turned in, um, uh, uh, sent you guys a fax, a claim for a wellness visit. It was a lung scan, and I received the explanation of benefits, uh, stating, uh, the $75.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I have not received the check yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's take a look. Do you have by chance, [PII], the claim number or your policy number?
[CUSTOMER][NEUTRAL] Yes I do. I have uh the, the EOB in front of me. The policy, the policy number is 0044.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9005.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] All right. And then if I could get [PII] your date of birth and address, please.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII] and my address is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Are you guys having freezing temperatures?
[AGENT][NEUTRAL] I am actually in [PII] and so yeah, it's been really cold here. Um, we've been, yeah, we haven't had really any snow, just windy and doggone cold.
[CUSTOMER][NEUTRAL] Same here.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] The last claim I see [PII] for you was a benefit payment of $75. Let me see, one second.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Probably
[AGENT][NEUTRAL] Alright [PII], what is the claim number that you see on the explanation of benefits?
[CUSTOMER][NEUTRAL] OK 355-0409.
[AGENT][NEUTRAL] Let me try pulling that and see.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, I am [PII]. I am so sorry. I just now see on that ELB it says direct deposit date, so I don't know.
[AGENT][NEUTRAL] OK, I
[CUSTOMER][POSITIVE] Oh my goodness, I'll go.
[AGENT][POSITIVE] That's OK. Don't worry about it.
[CUSTOMER][POSITIVE] Oh, I'm so sorry. I know everything is going wire I mean paperless and.
[AGENT][NEGATIVE] Yeah, no, no.
[CUSTOMER][NEUTRAL] You know, at [PII].
[AGENT][POSITIVE] That it's OK. Don't worry about it. No big deal. Just make sure that, yeah, you saw the deposit cause you should have had it by now.
[CUSTOMER][NEUTRAL] OK, well I'm gonna look real quick if you don't mind if I keep you on the phone.
[AGENT][POSITIVE] No, yeah, go ahead because it looks like it was processed on the [PII] of this month, so direct deposit usually comes much quicker.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And on um the wellness.
[CUSTOMER][NEUTRAL] The like my husband, if he gets a lab for a PSA count that's considered wellness, is that correct?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm. It's just you only get um just the one benefit payment for each of you a year. That's, that's just the only, yeah, restriction.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so it showed what, what was the date? Oh, there it is on the, I got it shows on the [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah thank you [PII] uh next time I'll be more, I don't know, uh, be more efficient.
[AGENT][POSITIVE] Oh, no, no worries, [PII]. I'm glad we figured it out. So, yeah, not a problem. Is there anything else I can check on?
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. Thanks for calling. Have a good day.
[CUSTOMER][POSITIVE] Thank you, [PII] you too bye bye.
[AGENT][NEUTRAL] Bye bye.