AccountId: 011433970860
ContactId: b5725d23-d1ce-4cc0-86ff-568a47e8da83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188380 ms
Total Talk Time (AGENT): 88726 ms
Total Talk Time (CUSTOMER): 69100 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b5725d23-d1ce-4cc0-86ff-568a47e8da83_20250109T17:01_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I have a medical bill, and I'm wondering if it's possible that our gap insurance covers the difference?
[AGENT][NEUTRAL] Um, I can check and see what type of benefits you have with us. Um, may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Uh, payer ID?
[AGENT][NEUTRAL] Um, no, it's gonna be the policy certificate number. It's probably in the bottom where it says in hospital outpatient cert number.
[CUSTOMER][NEUTRAL] OK, I got it it's 02552057 the letter M like Mary.
[CUSTOMER][NEUTRAL] L like Larry, the number 8.
[AGENT][POSITIVE] Alright, thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you and I need to verify the mailing address for verification.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And what type of service was render Miss [PII]?
[CUSTOMER][NEUTRAL] Um, this was an urgent care visit.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Which turned into learning that I have cancer and moving on to hospital treatment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, sorry for that um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this was for last year?
[CUSTOMER][NEUTRAL] Uh, yeah, the visit was
[CUSTOMER][NEUTRAL] Um, I think it was here it is, 1111 24.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, for 1111 of 24, we send a benefit amount of $500 to the urgent care.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, maybe I need to check up with them and see maybe the bill is old.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, let me check and see when we send it. Um, maybe they just recently received or something like that. Let's see, let's see.
[CUSTOMER][NEUTRAL] And I did give them $25 so actually they would um owe you or me $25.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, it was recently processed on the [PII], so, um, they probably have not received that check just yet, but it should be on the way. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect. Thank you very much. Appreciate your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's all, sweetie. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.