AccountId: 011433970860
ContactId: 69510a3d-7db0-4954-ba59-3bcea542231d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281140 ms
Total Talk Time (AGENT): 68678 ms
Total Talk Time (CUSTOMER): 97168 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/69510a3d-7db0-4954-ba59-3bcea542231d_20250519T20:20_UTC.wav
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[CUSTOMER][NEUTRAL] myself.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] in [PII]. How you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Sorry, sorry. It, um, my godchild was trying to wash clothes without me and I said, just throw it in the dryer, don't touch it.
[CUSTOMER][NEUTRAL] I, uh, I, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm just trying to call to check on a claim for one of our customers. Would you mind if I give you a policy number?
[AGENT][POSITIVE] Yeah, that'd be great. What is it?
[CUSTOMER][NEUTRAL] It is 260-514-9.
[AGENT][NEUTRAL] And what's that members name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] And [PII], can I get a good callback number and then your email address?
[CUSTOMER][NEUTRAL] It's [PII], uh [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] What day are we checking on?
[CUSTOMER][NEUTRAL] I'm actually calling about her daughter [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, um, which one are we looking at for her?
[CUSTOMER][NEUTRAL] Um, on hers, let's see.
[AGENT][NEUTRAL] Like I have a few that paid out in April.
[CUSTOMER][NEUTRAL] Uh, I'm showing let's see here.
[CUSTOMER][NEUTRAL] Yeah, um, I'm trying to see the claim numbers on her claim number ended in 683 I believe.
[CUSTOMER][NEUTRAL] And also 267.
[AGENT][NEUTRAL] OK, it looks like we paid 350 on the one ending in 83.
[AGENT][NEUTRAL] That was direct deposit.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] And then looks like we paid 50 on the other claim ending in 267.
[AGENT][NEUTRAL] Direct deposit.
[AGENT][NEUTRAL] And that was for 18.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And so it's 350 and $50 that was paid on the accident plan for a Maya.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So she got a total of 400, OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Under the hospital plan, I believe they had got something as well. It's the uh.
[CUSTOMER][NEUTRAL] The um I apologize it's in the policy number is the 2,605,150.
[AGENT][NEUTRAL] Uh, let me check. Let me make notes.
[AGENT][POSITIVE] Real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let's look at the other
[AGENT][NEUTRAL] 2,605,150.
[AGENT][NEUTRAL] Is it also for her?
[CUSTOMER][POSITIVE] Um, correct, for Maya.
[AGENT][NEUTRAL] Uh, yes, looks like we paid out on [PII] direct deposit.
[AGENT][NEUTRAL] Payment of 50.
[CUSTOMER][NEUTRAL] OK, so $50.01 time.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um, I think hers pays $50 twice a year for a doctor's office visit.
[CUSTOMER][NEUTRAL] I know we paid multiple visits on the accident plan. Do you, um, see where it was uploaded more than one visit to the hospital plan, or was just one visit that was uploaded?
[AGENT][NEUTRAL] Uh, it looks like we've just got the one for [PII]. Let me make sure there's not another one.
[AGENT][NEUTRAL] Yeah, it looks like all that we've received is the [PII] date of service.
[CUSTOMER][NEUTRAL] OK, [PII], so there's another one that's gonna send it into that one, OK.
[CUSTOMER][POSITIVE] Alright, that'll work thank you so much I appreciate your time.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.