AccountId: 011433970860
ContactId: 59f698d1-9057-42e9-91a3-f912ce5212e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404140 ms
Total Talk Time (AGENT): 159028 ms
Total Talk Time (CUSTOMER): 111999 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/59f698d1-9057-42e9-91a3-f912ce5212e6_20250403T21:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I was just calling to check on something on a claim. Can you, can you look up my policy by chance?
[AGENT][NEUTRAL] OK, um, sure, I can assist you with claims, and I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And it's under my husband's, um, my husband's name. I don't have his policy number or the the family policy number in front of me of you. Can I give, uh, his birthday or my birthday?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK, [PII], just a second. Uh, how do you spell the last name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and you said he's the main holder, what's his name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, my phone number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And um Miss [PII], I need your date of birth and that's all I need just the date of birth for verification.
[CUSTOMER][NEUTRAL] OK, yeah, [PII].
[AGENT][NEUTRAL] OK. And the claim is for yourself?
[CUSTOMER][NEUTRAL] No, it's for a claim for Amelia, and this is from [PII]. I honestly I know when I called earlier they were sweet and they helped me figure out like what else I needed to provide, but I don't know if we got paid out on this one claim or not. Can you look and see if any benefits were paid out at all in [PII] by chance?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. Sure, yes, um, go ahead. So you don't have any specific date, you just need to know what was paid in [PII].
[CUSTOMER][NEUTRAL] Yes, I, I think I forgot about this policy until I tried to file a bunch at once in [PII], and then I don't even know she had a tonsillectomy. It would have been probably [PII].
[CUSTOMER][NEUTRAL] Um, no, she, sorry, she had her tubes put in. I'm trying to think what what happened, but yeah, tubes in [PII]. I just don't know if I filed a claim.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, it looks like there is a claim for that, um, [PII]. Let me look at this one, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I'm waiting on the paperwork. OK, it's taking a little bit to pull up.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Emailing my.
[AGENT][NEUTRAL] OK, so I see that um there was a claim um
[AGENT][NEUTRAL] For the provider, um, Doctor [PII], we send a, um, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It looks like hm well this is a really low benefit let me see.
[AGENT][NEUTRAL] Uh, OK, so that's not gonna be it. There's another one. Bear with me just a second. I'm so sorry. It looks like there's more than one.
[CUSTOMER][POSITIVE] Yeah, you did want it for me and my.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I think this is the one that we paid.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] All right, yeah, this is the one we paid. OK, so, um, yeah, this is for anesthesia surgery. Um, yeah, we pay $999.06. We send the check out um to the main holder.
[AGENT][NEUTRAL] Of the policy.
[CUSTOMER][NEUTRAL] OK, what did it clear? I mean, I just don't remember.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm, um, let's see. I can check on it. Bear with me just a second. Let's see.
[CUSTOMER][NEUTRAL] I'm sure I did.
[AGENT][NEUTRAL] OK, and it's gonna be a minute to pull up. OK, one moment.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] But she still has a little bit of remaining benefits left for 22. I think she has some um labs that I never turned in so I'm gonna do that but I just wanna make sure that one was paid out.
[AGENT][NEUTRAL] OK, and I can check on the benefits just to make sure, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it looks like um it cleared on [PII].
[CUSTOMER][POSITIVE] OK good great not a problem.
[AGENT][NEUTRAL] let me
[CUSTOMER][NEUTRAL] I just couldn't remember if we did it or not that's not a big deal.
[AGENT][NEUTRAL] OK. All right. And let me check and see how much is remaining for [PII] for a million.
[AGENT][NEUTRAL] You know.
[AGENT][NEUTRAL] How much is.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, it looks like um based on the benefits, it looks like she has offered her benefit for [PII] because the benefit amount is um 1000 per year.
[CUSTOMER][NEUTRAL] OK, and you guys exhausted that?
[AGENT][NEUTRAL] Yeah, for [PII] she already assessed that that benefit for [PII] mhm.
[CUSTOMER][POSITIVE] OK great that's what I needed to know. OK, awesome thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. You as well. Bye-bye. Bye.
[CUSTOMER][POSITIVE] All right, take care.
[CUSTOMER][NEUTRAL] Alright bye bye.