AccountId: 011433970860
ContactId: 653823bf-50c1-405c-ad14-338a0157b240
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114040 ms
Total Talk Time (AGENT): 49915 ms
Total Talk Time (CUSTOMER): 35970 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/653823bf-50c1-405c-ad14-338a0157b240_20241230T20:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], would you pull up claim number 3544049?
[AGENT][NEUTRAL] Yeah, let me pull this up here. Give me one sec.
[AGENT][NEUTRAL] What's the name on the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] So I've got this pulled up. How can I help?
[CUSTOMER][NEUTRAL] Well, I was just trying to see why there was 0 paid.
[AGENT][NEUTRAL] OK, let me take a look here. And are you the insured? Are you [PII]?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] All right, [PII], so for security, if I could please verify your date of birth and address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much for that.
[AGENT][NEUTRAL] And it looks like the email address on file is a [PII] South address. Is that still a good address for you for your email?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Old, old one.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] It looks like the reason it was denied is saying the calendar year maximum for wellness expense benefit has already been met. This benefit is not payable again until next year.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] So it must have been in January and then again in December or something of that year. All right, that answers that. Thank you.
[AGENT][POSITIVE] My pleasure. Anything else I can do for you?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.