AccountId: 011433970860
ContactId: 6b56796a-aa73-48fc-a88e-1ccbb29122de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160669 ms
Total Talk Time (AGENT): 64955 ms
Total Talk Time (CUSTOMER): 57716 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/6b56796a-aa73-48fc-a88e-1ccbb29122de_20250509T14:43_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII] [PII], how you doing?
[AGENT][POSITIVE] I'm good. How, how can I help you?
[CUSTOMER][NEUTRAL] I'm trying to check on a claim for one of our customers. Can I give you a policy number?
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] And that's that'll be perfect.
[CUSTOMER][NEUTRAL] Thank you. Policy number is 260.
[CUSTOMER][NEUTRAL] 5159.
[AGENT][NEUTRAL] OK, spell your name for me.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, name is familiar with the broker's office or agent's office? Oh, OK, alright.
[CUSTOMER][NEUTRAL] Yes ma'am. Crescent City Benefits, Crescent City Benefits.
[AGENT][NEUTRAL] And what is the employee's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the employee's name is [PII] and the claim is actually on our son Maddox.
[CUSTOMER][NEUTRAL] And I have his date of birth and I have her claim number and social.
[AGENT][NEUTRAL] Uh, what's his date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] OK, so we'll go to his claims history and do you have a date of service?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I believe it was on [PII].
[CUSTOMER][NEUTRAL] I think it's the only claim that should be in there for him.
[AGENT][NEUTRAL] Mhm, I see it [PII] as well for an MRI.
[AGENT][NEUTRAL] And I do see that
[CUSTOMER][NEUTRAL] OK, that might, OK.
[AGENT][NEUTRAL] Is it the MRI or the?
[CUSTOMER][NEUTRAL] I'm just trying to find out on both of them uh what was processed.
[AGENT][NEUTRAL] OK, so [PII] and [PII], OK.
[AGENT][NEUTRAL] OK, it's all on one claim.
[AGENT][NEUTRAL] Alright, so processed on the [PII]. I'm showing a benefit of $150 was issued to the policyholder. Um, it looks like $50 was paid on the office visit fee.
[AGENT][NEUTRAL] And then $100 on the MRI.
[CUSTOMER][NEUTRAL] Got it, got it, that'll work, um, and do you show that it was direct deposited?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do show that.
[AGENT][NEUTRAL] It was direct deposited.
[CUSTOMER][POSITIVE] OK, perfect, um, that's perfect. I appreciate your time.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Any other questions I can help out with today?
[CUSTOMER][POSITIVE] That's it. Have a great day.
[AGENT][POSITIVE] You too, thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.