AccountId: 011433970860
ContactId: 89f904d1-8f8d-4507-a53d-d5fdb2937edf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258048 ms
Total Talk Time (AGENT): 90478 ms
Total Talk Time (CUSTOMER): 123717 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/89f904d1-8f8d-4507-a53d-d5fdb2937edf_20250619T13:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Good morning, [PII]. [PII], I need you to do me a favor. I have here a bill that I'm getting from the hospital that it says that you guys didn't cover that much.
[CUSTOMER][NEUTRAL] And so I want to look into it because as far as I know it's supposed to be $500 a day for the gap insurance.
[AGENT][NEUTRAL] OK. May I
[CUSTOMER][NEUTRAL] The, you know, the
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Tell me, tell me.
[CUSTOMER][NEUTRAL] No, go ahead, you, you paused. I don't know, I, you got cut off, so I don't know, it was a gap when you were talking, so.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] Do you need the group number? or do you need the hospital benefit number or it doesn't matter? It could be either one.
[AGENT][NEUTRAL] The, the hospital benefit number.
[CUSTOMER][NEUTRAL] OK, it will be 01666 110 M as in Mary, L as in Larry, number 7.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Miss [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You're wanting to know about a claim?
[CUSTOMER][NEUTRAL] Yes, the claim, uh, a claim back in 202024.
[AGENT][NEUTRAL] 2 2024, 2024, I can look that up for you just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. Yeah, 220 2024.
[AGENT][NEUTRAL] OK, is this for uh facility bill?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Because they're sending me a bill for $150 and the lady said that you guys only pay a small amount.
[AGENT][NEUTRAL] OK, for the first.
[CUSTOMER][NEGATIVE] Now one is supposed to be paying 5, they're supposed to pay 500 and they're like, no, they only paid 100 and something.
[AGENT][NEUTRAL] OK, for the facility bill we paid $350.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then we paid on, hold on just a moment like we paid 150 on another client.
[AGENT][NEUTRAL] A MBB radiology, we paid $150 because we got their claim first.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] But 220, that was only one thing was done to me. It was just an MRI that day. There was nothing else done to me that day.
[AGENT][NEUTRAL] Right, but there's 2 charges. You always have a doctor's charge and you always have the facility charge.
[CUSTOMER][NEUTRAL] On 220.
[AGENT][NEUTRAL] So we paid the
[CUSTOMER][NEUTRAL] But this was just, even though it was just an MRI, this is just an MRI I didn't see any doctor, it was just an MRI.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Cause they always have to have somebody that reads the MRI so you get a charge for that as well.
[AGENT][NEUTRAL] And we paid them 150 and we paid the facility 350.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so the 3501, OK, I see what you're saying.
[AGENT][NEUTRAL] Yes ma'am, so we did pay the 500, it was just split up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I see. OK. Well, thank you anyways. Thank you, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, no, it's just unfair. Not you guys, but like in the sense of the doctor and all this other stuff. So, OK. So let me see. OK, thank you very much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] OK, that's.
[CUSTOMER][POSITIVE] Thank you. You too. Thank you, thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.