AccountId: 011433970860
ContactId: 8dae216e-e0c5-443c-8397-c65580e4d31b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251919 ms
Total Talk Time (AGENT): 126534 ms
Total Talk Time (CUSTOMER): 74138 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/8dae216e-e0c5-443c-8397-c65580e4d31b_20250411T14:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] Doing great, doing great, just trying to call and see if I could check on a claim for one of our customers.
[AGENT][NEUTRAL] Oh, sure, I can help you with the claim status. And may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, it is 2605149.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] Alright, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII] and is [PII].
[AGENT][NEUTRAL] 6989.
[CUSTOMER][NEUTRAL] I'm sorry, 6982.
[AGENT][NEUTRAL] 2, OK. Just to make sure I was in the right place. Thank you. And all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] Um, data service, let's see if that's on here.
[AGENT][NEUTRAL] Or what information do you have I can search for?
[CUSTOMER][NEUTRAL] I believe it happened, it's 434325. It should be the only claim uh for her daughter [PII].
[AGENT][NEUTRAL] Oh, it's for a mile. OK, hold on one second.
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] Let me look under her which one is.
[AGENT][NEUTRAL] Um, you said [PII]? OK, here she is, number 3.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, first they had her name spelled wrong in the system. They had it [PII], but it's [PII], but, but, but I think they got it fixed.
[AGENT][NEUTRAL] Let me see. Yes, sir, it looks like it's been corrected and [PII]. What was the, actually, this is all one claim. Hold on one second.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, the information provided is a verification of benefits, not a guarantee of payment. So it looks like we received the claim on um [PII]. I'm sorry, [PII].
[AGENT][NEUTRAL] And the claim number is 3587683.
[AGENT][NEUTRAL] There's a total of $350 that's been paid on this claim.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The $350 that's probably the, the $50 chiropractor or in the 300 X-ray probably, let's see X-ray.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Mhm. It's the X-ray and the, what's this 54.
[AGENT][NEUTRAL] It just says EX treatment, some type of treatment.
[AGENT][NEUTRAL] It paid 50 towards.
[CUSTOMER][NEUTRAL] Yep, the.
[CUSTOMER][NEUTRAL] Was that direct deposited?
[AGENT][NEUTRAL] Let me double check. Hold on one second.
[AGENT][NEUTRAL] Uh, it was direct deposited. It just finished processing yesterday, so it went out today, well, this morning at [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] That'll work and I think she has one under the same exact claim is under the hospital plan um but I don't know that that one's been processed yet.
[AGENT][NEUTRAL] Hospital, let me see.
[AGENT][NEUTRAL] What's that policy number? OK, hold on one moment. I just got the policy number. And it's the same, um same dependent?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] OK, so the ones that were received on the hospital indemnity are still in processing, but I do see that we received um on [PII] and [PII].
[CUSTOMER][POSITIVE] Got it. Alright, I will circle back. I appreciate your time today.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That's it. Have a great day.
[AGENT][POSITIVE] Alright, you too, and thanks for calling APL. Have a great weekend. Bye-bye.
[CUSTOMER][POSITIVE] Thank you take care bye bye.