AccountId: 011433970860
ContactId: a46977a3-69fd-49b7-89b7-053cd207365c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 857239 ms
Total Talk Time (AGENT): 223694 ms
Total Talk Time (CUSTOMER): 181433 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a46977a3-69fd-49b7-89b7-053cd207365c_20250203T20:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, good afternoon. I have a question about um a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You need my policy information.
[AGENT][NEUTRAL] OK, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]'m the policy holder. Last name's [PII]
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] OK. Thank you. I'm ready for the policy number, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, the policy number is 02113886.
[AGENT][NEUTRAL] All right, and for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII], [PII]. Email is [PII]. All information still the same.
[AGENT][POSITIVE] Perfect. Thank you. Thank you. All right. And let's see, so you say you're calling for a claim and this is for [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII], yes, and [PII].
[AGENT][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] They're they're on my policy.
[CUSTOMER][NEUTRAL] I got 2 different claim numbers for each one of them for some reason.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Mhm. Yes. Um, for [PII], it looks like we already um pay and send this check on the [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You said $863.20. Do you have any questions about that one?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No, that was paid paid already correct on [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes, mhm.
[CUSTOMER][NEUTRAL] OK, and then [PII] has one.
[AGENT][NEUTRAL] Yes, the one for
[CUSTOMER][NEUTRAL] Our claim number is 355. Go ahead, wait.
[AGENT][NEUTRAL] Mhm. OK, sorry. It's OK. No, go ahead with the number.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] No, I'm showing the claim number 3,558,710.
[AGENT][NEUTRAL] OK. Yeah, for [PII], uh, it has not been finalized. It looks like we're getting ready to send the payment for that one, but it has not been finalized yet. Um, let me see why. Let me check and see.
[CUSTOMER][NEUTRAL] Because I took them on the same day.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And, and actually she got her treatment before [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Before [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The same morning.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me check on this and see why, why is it holding up. OK, um, do you mind holding for me? Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, yes, I hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for holding and being patient for me. I do apologize. I'm not sure what happened. Um, but I checked with the examiner and um it looks like she has not finalized the claim just yet. Um, she's gonna be working today on it, um, to see how much she can send on this one. So right now, it's just not processed completely.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, to see how much she could send.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] They just started my policy over [PII].
[AGENT][NEUTRAL] Oh yes, um, what it.
[CUSTOMER][NEUTRAL] Um, and I've been with you guys 3 years.
[AGENT][NEUTRAL] No, what it means is that she'll have to process each code and see how much she needs to pay for each code. So yeah, it's not finalized. The claim is not finalized. So once it's finalized, it's gonna have a total amount that we're going to send out. So I don't have an amount for you to give you right now of how much we're gonna send.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, the only one that is finalized is the one for your son, but we have not finalized the one for [PII] just yet, OK.
[CUSTOMER][NEUTRAL] me and my daughter, they're both girls. It's daughter. They're both girls. No it's OK, yeah, [PII] is a girl and uh [PII] is a girl.
[AGENT][POSITIVE] Oh, I'm so sorry. Yes. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yes, for good.
[CUSTOMER][NEUTRAL] Um, now my only other question is because I haven't, I didn't use you guys at all last year.
[CUSTOMER][NEUTRAL] Um, I think, did I have an exam? Yes, I did have one exam. That was just it, exam and teeth cleaned, and that was like.
[CUSTOMER][NEUTRAL] I waited almost
[CUSTOMER][NEUTRAL] I got renewed [PII] and I think I took them in for [PII], [PII].
[CUSTOMER][NEUTRAL] And that's the only claim that I had for uh for that that year then a [PII] started um again [PII]. Now my question is how much is available on my insurance policy for both for um for the girls? I mean, uh, period.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so this is a calendar year policy, meaning that it starts in the beginning of the year and it ends in the end of the year, OK? So, um, basically for [PII], um, let me check how much is available. One moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][POSITIVE] Thank, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so for [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh they don't have it. OK, I'll have to add this up. One moment.
[AGENT][NEUTRAL] OK, so the only one that right now has used the benefits is um [PII].
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] For 2525 she used 863. 20 cents, so that's the only one I see right now.
[AGENT][NEUTRAL] Um, everybody else has the 1500.
[AGENT][NEUTRAL] And she has a remaining of.
[AGENT][NEUTRAL] She has $636.80 remaining.
[CUSTOMER][NEUTRAL] OK, for [PII] 63 680, everybody else has 1500.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, yes, and because we have not, I'm sorry, finalized the one for faith, she still have that 1500 until we finalize and know exactly how much we're gonna pay, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you, got you. OK, so you should have it. She said she's gonna finalize it today.
[AGENT][NEUTRAL] Um, mm, she said she's gonna try to work in today and how they're ready for today if not tomorrow.
[CUSTOMER][POSITIVE] Got you, got you. OK, well I definitely appreciate your time and your help on this, ma'am.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, no, I guess once it's finalized I check back tomorrow, um, and that way I know how much is available. They, they won't probably need nothing but cleanings, um, because they got all the work done, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Charging.
[CUSTOMER][NEUTRAL] Um, but OK, I just, I was just curious to know what what I had left.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that, yeah, that's what you have left and for again for [PII] is $636.80 remaining and for the rest is the $1500.
[CUSTOMER][NEUTRAL] For for faith, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, thank you very much you have a great day, ma'am. Thank you.
[AGENT][POSITIVE] And you as well. Thank you for calling APL. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.