AccountId: 011433970860
ContactId: 7ee227a2-112f-4166-878e-b21dc6cc7051
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385470 ms
Total Talk Time (AGENT): 159760 ms
Total Talk Time (CUSTOMER): 92429 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/7ee227a2-112f-4166-878e-b21dc6cc7051_20250106T20:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in [PII]. I'm a broker. How are you doing?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm on my 5th day of the flu, but I'm OK.
[AGENT][NEUTRAL] Uh, I understand. I've been under the weather myself.
[CUSTOMER][NEUTRAL] It's uh it's running rampant right now. Oh, you too? Oh man, I'm sorry to hear that. I tell you what, the flu is going around like wildfire around here.
[AGENT][NEUTRAL] Yeah, it's
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It is, and I've got vaccinated and everything, so, you know, you just can't escape it, I guess.
[CUSTOMER][NEUTRAL] My whole household had it.
[CUSTOMER][NEGATIVE] Yeah, unfortunately.
[AGENT][NEUTRAL] Uh-huh, I have.
[CUSTOMER][NEUTRAL] I, uh
[CUSTOMER][POSITIVE] I hope, well, I hope you feel better, um.
[AGENT][POSITIVE] Well, I hope you and your family feel better as well. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm basically just trying to find out if you can tell me what was processed on a claim for one of our customers.
[AGENT][NEUTRAL] OK, sure, I can help you with uh claim status [PII] and what is your callback number please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the policy number for the member that you're calling about?
[CUSTOMER][NEUTRAL] It is 2,507,930.
[AGENT][NEUTRAL] OK, thank you. And as you know, [PII], I do have to verify several things with you first for security and then any information provided will be a verification of benefits and not a guarantee of payment. So what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And the name of the group?
[CUSTOMER][NEUTRAL] Uh, supreme Services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the data service that you're calling about for [PII]?
[CUSTOMER][NEUTRAL] Um, the only thing I know is the the claim numbers are 714 and 953 is what I'm showing on my screen.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, sure. All right, so for the claim number ending in 53, that claim was processed on [PII].
[AGENT][NEUTRAL] And the benefits paid $50.
[CUSTOMER][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Shows. Mhm.
[CUSTOMER][NEUTRAL] OK, and then there was one that was 714 and I think there even might be one that's 812, but that's a separate policy. I'm sorry.
[AGENT][NEUTRAL] I was gonna say that's not, yeah, that would be something different. OK. On the one ending in 714, that was a $50 benefit paid.
[AGENT][NEUTRAL] On that one as well.
[AGENT][NEUTRAL] There were 2 line items on that claim that were denied, and it just states the maximum payable, maximum benefit payable for this state of service has been met.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we had $250 checks processed.
[AGENT][NEUTRAL] Correct, and it shows that both of those were for direct deposit to him.
[CUSTOMER][POSITIVE] Perfect, perfect. That's perfect.
[AGENT][NEUTRAL] Mhm. And you said you have another one that you need to check?
[CUSTOMER][NEUTRAL] Um, it's actually under his accident policy. It's 812.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK. Give me just a second, [PII], to make my note on this one before I can pull that other one up. OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] I'm sorry for the scratchy sound you probably hear in your ear.
[AGENT][NEUTRAL] With my throat. I'm sorry.
[CUSTOMER][NEUTRAL] I don't know, I, I can't even tell.
[CUSTOMER][NEUTRAL] I can't even tell.
[AGENT][NEUTRAL] And then you said the other one is on the accident policy. Was it the accident policy?
[CUSTOMER][NEUTRAL] Yes ma'am, it looks like it's uh 812 last three of the claim.
[AGENT][NEUTRAL] Alright, let's
[AGENT][POSITIVE] OK, and on that client, yes, I do have that one pulled up and there was a $50 benefit paid also on that one.
[AGENT][NEUTRAL] And that one was also a direct deposit.
[CUSTOMER][POSITIVE] Great, great, thank you so much for your time I appreciate it today.
[AGENT][POSITIVE] Well, you are, you are certainly very welcome. And is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That's it. I hope you have a great day.
[AGENT][POSITIVE] Well, thank you. I hope you do too, and I hope all of you start to feel better.
[CUSTOMER][POSITIVE] Thank you very much. Take care you too hope you feel better.
[AGENT][POSITIVE] OK, well, thank you very much and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh-huh, bye bye.