AccountId: 011433970860
ContactId: 767b3ab2-d21b-4beb-8577-da7c001a7eed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259709 ms
Total Talk Time (AGENT): 163436 ms
Total Talk Time (CUSTOMER): 57143 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/767b3ab2-d21b-4beb-8577-da7c001a7eed_20250331T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I was calling to check on the status of my, uh, application.
[AGENT][NEUTRAL] Uh, for a claim
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure, I can check on that for you. um, but can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] 256-6030.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and then [PII] just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it might be through your employer.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's it thank you so much for verifying that information, [PII]. Uh, was this claim for you or was this for um [PII]?
[CUSTOMER][NEUTRAL] Me.
[AGENT][NEUTRAL] OK, alrighty, give me just a moment, let me take a look.
[AGENT][NEUTRAL] Alright, it looks like we have two that just completed processing, um, just a little bit ago actually. Alright, so I've got one that was submitted [PII] and another that was submitted [PII]. Let me take a look at the one from [PII] give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so that one we paid a benefit of $5000.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at this other one, this other one we paid a benefit of $672.37. And now have you set up a direct deposit with us? I'm sorry.
[CUSTOMER][NEUTRAL] OK, what's the
[CUSTOMER][NEUTRAL] Yes, ma'am. Now, the $672 what's that for?
[AGENT][NEUTRAL] Yes, let's see, that's from, there's a few different ones on here, uh, Center View Surgery Center, um, [PII].
[AGENT][NEUTRAL] [PII], I'm sorry, I'm not quite sure how to say that. Yes, OK, so yes sir, yes sir. OK, so that's that one, looks like there was one that we were unable to make a payment on for this claim. Let me take a look a couple.
[CUSTOMER][NEUTRAL] Doctor [PII]
[CUSTOMER][NEUTRAL] Doctor
[AGENT][NEUTRAL] Oh, it was a duplicate items that's what that was, so that might have been from the previous claim. There were a couple of items that were duplicates that we had received before, um, and that might have been on this other one let me check that.
[CUSTOMER][NEUTRAL] It was what now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I did get approved for the 5000?
[AGENT][NEUTRAL] Yes, yes, I do see that.
[AGENT][NEUTRAL] OK, and yeah, so this all looks good, um, so with that as it again just completed processing, so it's really good timing, um, you should, uh, it depends on the bank of course I would say no longer than 2 to 3 business days you should see that in your bank account.
[CUSTOMER][NEUTRAL] OK. And the 3 600 went to Doctor [PII], right?
[AGENT][NEUTRAL] Mm, no, so since you were the one who filed this claim, uh, that would, that payment is going to go to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If the provider files the claim, then we would send that payment to them.
[CUSTOMER][NEUTRAL] OK, I have to use that to take care of them in a way.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Alrighty, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] So it'll be 5000.
[CUSTOMER][NEUTRAL] So when I, I got one bill from the day I'm gonna get it faxed to y'all tomorrow. It's especially my radiation treatment. Every time I get one, I fax it to you. So this would be $5600 something dollars.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, um, and it might show up as two separate transactions, um, so I, I would imagine it would be one for $5000.01 for $672.37.
[CUSTOMER][NEUTRAL] Well, that's what it be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you should be receiving this information, um, the record of it shortly.
[CUSTOMER][POSITIVE] OK thank you ma'am.
[AGENT][NEUTRAL] Alright, did you have any other questions for me, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, thank you. I appreciate your help.
[AGENT][POSITIVE] All right, of course, yes sir, thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.