AccountId: 011433970860
ContactId: 71118a0d-8104-4602-b0dd-a11833327a21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355209 ms
Total Talk Time (AGENT): 116180 ms
Total Talk Time (CUSTOMER): 54377 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/71118a0d-8104-4602-b0dd-a11833327a21_20250620T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'd like to see how much I have left to use to pay medical bills with, ma'am, I mean cash insurance with.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] It's 256-603-0.
[AGENT][NEUTRAL] And can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Oh, [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], can you verify your address and your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, at mailing address [PII].
[AGENT][NEUTRAL] Uh, looks like we might have a work email.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK, perfect. Do you want to keep that the same?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, and then you were wanting to check on your benefits?
[CUSTOMER][NEUTRAL] Yes ma'am. How much is left and how much did I get so far too?
[AGENT][NEUTRAL] Um, it looks like, let's see, so.
[AGENT][NEUTRAL] Let me pull up your policy real quick.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So it looks like for your first occurrence benefit, that's been paid the 5000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we've got.
[AGENT][NEUTRAL] We paid 1000 for imaging already.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we've paid.
[AGENT][NEUTRAL] For the radiation benefit, we have paid 14,790.
[AGENT][NEUTRAL] Um, we've paid $100 for a preventative exam.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And 5790 for a surgery charge and then 1447 for an anesthesia charge. And then let me see.
[AGENT][NEUTRAL] The benefit is.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Sorry, my system's running just a bit slow.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] We have another bill coming. I'm just waiting on it. They ain't got it from me again.
[AGENT][NEUTRAL] OK. Um let's see
[AGENT][NEUTRAL] Well, I can't see your policy amount. Hold on just a second.
[CUSTOMER][NEUTRAL] I know it's up to $25,000 a year right now.
[AGENT][NEUTRAL] Well, for some reason it won't give me the amount. I can't see it. Um, let's see.
[AGENT][NEUTRAL] I don't know why.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sorry, give me just a second.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][POSITIVE] OK, sorry about that. I've got it pulled up now. Let me get to that page. Thanks for your patience.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Y'all been really good to me.
[CUSTOMER][POSITIVE] I appreciate y'all help me.
[AGENT][NEUTRAL] Oh, absolutely. I'm glad to hear that. Um, OK, so for radiation, chemo, immunotherapy, there's a max benefit of 20,000 for 12 month period. So it looks like you're, you're just under that 15,000 mark, so you would have 5000 left, and that's not a guaranteed payment, it's a basic outline of your policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and like I said, I post that another bill coming so when I do I just upload to y'all portal and let y'all get it from there.
[AGENT][POSITIVE] Yep, that's what you can do.
[CUSTOMER][POSITIVE] Well thank you man I appreciate you.
[AGENT][NEUTRAL] OK. Anything else today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] OK, thank you. Bye-bye.