AccountId: 011433970860
ContactId: 56190e39-e360-48c8-bbea-0726356445e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321359 ms
Total Talk Time (AGENT): 141523 ms
Total Talk Time (CUSTOMER): 130204 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/56190e39-e360-48c8-bbea-0726356445e8_20250523T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I was just checking on a bill that I have received and I was wondering if, uh, that was paid, if you can assist me.
[AGENT][NEUTRAL] Sure, OK, so we're needing to see if a claim was filed and then the status of that claim?
[CUSTOMER][NEUTRAL] Yes, I, I can give you my policy number.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh, OK, yeah, first, um, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, that number is.
[AGENT][NEUTRAL] I'm so sorry, I don't mean to interrupt um what was your name please?
[CUSTOMER][NEUTRAL] My name is [PII], last name is [PII]
[AGENT][NEUTRAL] OK and then uh can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and then um I can go ahead and take that policy number.
[CUSTOMER][NEUTRAL] Uh yes, uh, it's 02443351.
[AGENT][NEUTRAL] All righty, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] No, no, I'm just saying because I, I have, uh, another bill that I received from the image, uh, imaging company that did the this is back going back last year they have two different dates. I'm just checking to see which one were they both paid.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, OK, yeah, I can, I can check, make sure that we've received those and then the status of those, um, just gonna verify some information really quick, and [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Alrighty thank you so much for verifying all of that. OK, so there's two different dates of service we need to check. Um, what was that first date of service, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The first one is [PII].
[AGENT][NEUTRAL] OK, let's take a look one moment.
[AGENT][NEUTRAL] And this was with the uh elite imaging?
[CUSTOMER][NEUTRAL] Yes, correct, that's the name of the company, uh.
[AGENT][POSITIVE] OK, alrighty thank you one moment.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, so we did receive that claim, uh, the payable benefits which what we received was $50 that was applied to your, uh, policy's deductible.
[CUSTOMER][NEUTRAL] OK, I also have another date here, uh, [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and this is still from uh Elite imaging, is that right?
[CUSTOMER][POSITIVE] Yes, correct, correct.
[AGENT][NEUTRAL] For the $50? OK.
[AGENT][NEUTRAL] OK, um, so that one states the exact same thing that $50 went towards your deductible for this policy.
[CUSTOMER][NEUTRAL] So that, that was paid, correct? There is.
[AGENT][NEUTRAL] Uh, the $50 went towards this policy's deductible.
[CUSTOMER][NEUTRAL] OK, OK. All right, so I guess that's it. There is, um, cause, um, it says here, well, from elite, it says here, uh, the charge, the payment, the adjustment, and the balance. So there is, there should not be a balance on either one, correct?
[AGENT][NEUTRAL] Um, no, so again, the $50 the benefits that we would have paid went towards your deductible, so we didn't pay the benefits to the provider, it went towards this policy's deductible. This policy has a $250 deductible.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, so that's all you guys pay with a deductible. I understand now. OK, OK, so just, uh, what, which on both dates?
[AGENT][NEUTRAL] Yes, I'm sorry, I just wanna make sure that to clear up any kind of confusion this policy, your secondary medical has its own deductible as well that needs to be met before it pays any benefits. So that amount is $250. So the amount that we would have paid towards those those $50 went towards your deductible. We did not make any payments to the um provider.
[CUSTOMER][NEUTRAL] Uh, I see because you're not being, you're, you're the second. OK, I, I got you. Alright, I'm looking, thinking of something else. OK, so that's fine. OK, great, thank you.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEGATIVE] I know it's confusing.
[CUSTOMER][NEGATIVE] Oh yeah, it is very confusing. That's why I don't like insurance cause it, it can be complicated.
[AGENT][POSITIVE] Did you have any other questions for me at the moment? I absolutely.
[CUSTOMER][POSITIVE] No, you, no, you explained, you explained that thoroughly, so that's fine. I appreciate that. Thank you so much. OK, bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You are welcome of course thanks for giving us a call have a great weekend bye bye.
[CUSTOMER][POSITIVE] You too thank you.