AccountId: 011433970860
ContactId: 650866a7-69a7-432b-b412-e2d3b8150f1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162360 ms
Total Talk Time (AGENT): 76100 ms
Total Talk Time (CUSTOMER): 41712 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/650866a7-69a7-432b-b412-e2d3b8150f1c_20250429T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm, I'm calling to see why there was um a small payment amount on a claim.
[AGENT][NEUTRAL] OK, we're just needing clarification regarding how much we paid.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, I can check that for you um what was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so, and is this for your policy or are you with a provider?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02156805.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. uh, did you have the claim number?
[CUSTOMER][NEUTRAL] Um, yes, it's 358-714-0.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, yes, so we pay the benefit of $50 for this. Um, this is a limited indemnity medical plan, so of course it is set to pay or excuse me, it pays a set dollar amount per covered procedure or office visit, uh, so this benefit in particular pays a maximum of $50 per calendar.
[AGENT][NEUTRAL] Regardless of what they're being seen for. Um, it's simple emergency room trip, uh, urgent care physician's office. It's that $50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] All right. Thank you. Um,
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And that's it. And is there a reference number for the call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date, and so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it then thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.