AccountId: 011433970860
ContactId: 6e3cb706-65fe-4b40-bd0c-48ef4b1e97f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195960 ms
Total Talk Time (AGENT): 67083 ms
Total Talk Time (CUSTOMER): 75705 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/6e3cb706-65fe-4b40-bd0c-48ef4b1e97f9_20250606T19:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I am checking on a claim that I had uh my policy in February. There's still an outstanding balance, and I wanted to find out the status of it.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yeah, my name is uh [PII]. Last name [PII]
[CUSTOMER][NEUTRAL] And what do you need my group number?
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] On my card it says in the hospital benefits certification number or it says group number.
[AGENT][NEUTRAL] Either one of those numbers.
[AGENT][NEUTRAL] The certification number, which is your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 556.
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] ML 7
[AGENT][NEUTRAL] Could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the email address that we have on file for you, [PII]?
[CUSTOMER][NEUTRAL] Uh my last name [PII].
[AGENT][NEUTRAL] We have a different email address.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] The only one I have
[CUSTOMER][NEUTRAL] We have my work email, but I don't use that very much. Um, you wanna update it that's my primary is the the [PII].
[AGENT][NEUTRAL] But what is the email? I need you to verify the email address that you provided us with to verify your identity, then it, it can be changed.
[CUSTOMER][NEUTRAL] Possibly I, I never gave it to you, but maybe my employer gave you my work email. I don't know, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is a good call back number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You're calling about a claim?
[AGENT][NEUTRAL] Do you recall the date of service?
[CUSTOMER][NEUTRAL] Yeah, yeah, I had a procedure.
[CUSTOMER][NEUTRAL] Uh, it's not the invoice. What's the data service of February what?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So it looks like there was a payment of $1000 made on this claim.
[AGENT][NEUTRAL] Which they submitted the claim amount for $3850.34. however, your benefits were maxed out with the payment. Are you aware of your benefit amount per calendar year?
[CUSTOMER][NEGATIVE] Yeah and they're still missing like.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] It's $1000 per calendar year.
[CUSTOMER][NEUTRAL] Really?
[AGENT][POSITIVE] Yes, that is correct. You have.
[CUSTOMER][NEUTRAL] That's that's all the gap does because this is $1000 a year.
[AGENT][NEUTRAL] Yes, you have $1000 per calendar year for inpatient and $1000 per calendar year for outpatient services, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] So thank