AccountId: 011433970860
ContactId: ae82fd26-7ba9-46b4-bd9c-a7cd3c4c1bb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198610 ms
Total Talk Time (AGENT): 98947 ms
Total Talk Time (CUSTOMER): 93802 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/ae82fd26-7ba9-46b4-bd9c-a7cd3c4c1bb5_20250116T15:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII]. I'm a broker in [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing good, Mr. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Doing great, doing great. I apologize I have you on speaker. I'm driving.
[AGENT][NEUTRAL] Oh, that's all right if, as long as it, if, if you don't mind, I don't mind.
[AGENT][NEUTRAL] What's the callback number? What's that call number?
[CUSTOMER][POSITIVE] Yes ma'am, thank you very much.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Mr. [PII]. And how can I help you today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can I give you a policy number?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, it's 219-9714.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the name and date of birth on the policy?
[CUSTOMER][NEUTRAL] It's uh [PII] and
[CUSTOMER][NEUTRAL] I'm gonna get you the date of birth and I but I know the last four of the claim is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, and her date of birth is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right, I've got Ms. [PII] pulled up and that claim.
[CUSTOMER][NEUTRAL] OK, can you let me know what was processed on there, please?
[AGENT][NEUTRAL] Sure. So it looks like the um hospital, room and board, and the emergency room were paid.
[CUSTOMER][NEUTRAL] OK, um, what, what was the total on, on the check?
[AGENT][NEUTRAL] $2000 and that did go to.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 2000 even.
[AGENT][NEUTRAL] Yeah, and it did go to Miss [PII].
[CUSTOMER][NEUTRAL] OK, so she got the 1500 plus the daily benefit.
[AGENT][NEUTRAL] That's right, a 400 and then the 100.
[CUSTOMER][NEUTRAL] Um, plus
[CUSTOMER][NEUTRAL] And then we
[CUSTOMER][NEUTRAL] OK. Now, was there a surgery benefit, uh, that was applied as well?
[AGENT][NEUTRAL] I don't see a surgery benefit on, well, let's see. Hang on just a second. Let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, I do see the surgery documents. It looks like it was not paid. Let me check on that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] They're needing the fully itemized surgeon bill with procedure and codes and diagnosis. So they don't have that fully itemized sur surgery bill.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I'll have to go look through the medical records. I know she sent a stack of stuff. I thought, I thought it had the itemized bill in there, so I'm gonna go. I'll go pick it apart and take a look, and if it's not there, get it.
[AGENT][NEUTRAL] Yeah, it has to
[AGENT][NEUTRAL] Yeah, needs to be from the surgeon.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You got it. I will work on that. And was that direct deposited the, the [PII]?
[AGENT][NEUTRAL] Let me check on that also.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes sir, it went by direct deposit that was processed on the [PII]. Her bank will be notified, should be today.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] On the safe.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And of course, she may not see it for a day or two depending on the bank.
[CUSTOMER][POSITIVE] You got it. I'll take a look. I appreciate your time.
[AGENT][POSITIVE] Oh, it's always a pleasure to assist you, Mr. [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. Have a great day. Thank you.
[AGENT][POSITIVE] I hope you do as well. Thank you for calling APM and stay warm. It's gonna get cold.
[CUSTOMER][POSITIVE] Thank you. You too. Take care. Yes, ma'am.
[AGENT][POSITIVE] Thank you, [PII]. Take care.
[CUSTOMER][POSITIVE] Thank you thank you bye bye.
[AGENT][NEUTRAL] Mhm.