AccountId: 011433970860
ContactId: ac6d60df-b773-4324-8e1d-a7c451fcc677
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126000 ms
Total Talk Time (AGENT): 46957 ms
Total Talk Time (CUSTOMER): 28108 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/2025/05/02/ac6d60df-b773-4324-8e1d-a7c451fcc677_20250502T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling to check claim.
[AGENT][NEUTRAL] OK, I think we just, you couldn't hear me, so is that for the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah, that's the same, that's the same number.
[AGENT][NEUTRAL] Yeah 2 11 2025.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] The claim was received for 1-2025. It was processed for 3-2025.
[AGENT][NEUTRAL] The maximum dollar dollar amount was met for the day.
[CUSTOMER][NEUTRAL] OK. So it's not covered, but if it is not covered?
[AGENT][NEGATIVE] Yeah, there, the maximum was met for the day, so nothing was payable.
[CUSTOMER][NEUTRAL] So that some of these members responsibility as per primary.
[AGENT][NEUTRAL] Uh, we don't determine patient responsibility because we're a secondary policy.
[AGENT][NEUTRAL] We just process it according to their policy.
[CUSTOMER][NEUTRAL] Yeah, but uh, benefits is not covered as the member's policy. That's what you're saying.
[AGENT][NEGATIVE] Correct, it's not covered for the member's policy. They've maxed out the benefit.
[CUSTOMER][NEUTRAL] OK. So, we cannot, cannot build the patient?
[AGENT][NEUTRAL] We can't instruct you on how to build a patient because we're secondary.
[CUSTOMER][NEUTRAL] OK, thank you. What's the call reference number?
[AGENT][NEUTRAL] Uh, my name is [PII], and it's today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.