AccountId: 011433970860
ContactId: b6bf2122-0890-430c-adcc-184914d04d65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256660 ms
Total Talk Time (AGENT): 98924 ms
Total Talk Time (CUSTOMER): 76865 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/b6bf2122-0890-430c-adcc-184914d04d65_20250414T16:29_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII] again, how you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][POSITIVE] Good time to call you back. It literally happens that fast.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Alright, um, policy number is.
[CUSTOMER][NEUTRAL] 21893994
[AGENT][NEUTRAL] OK, you got the policy number or policy member name and date of birth.
[CUSTOMER][NEUTRAL] And that's [PII] and.
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] Literally just went off my screen cause I had to exit out to get the policy number. Let's see.
[CUSTOMER][NEUTRAL] Uh, date of birth [PII].
[AGENT][POSITIVE] OK, perfect. OK, which one are you checking on?
[CUSTOMER][NEUTRAL] I believe he had something processed under the accident in the hospital.
[AGENT][NEUTRAL] Yes, looks like we recently processed for ER X-ray, several different things, made a payment, uh by check, 2,975.
[CUSTOMER][NEUTRAL] OK, so that actually went out in the check form?
[AGENT][NEUTRAL] I did go out and check form that was on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So just last week.
[CUSTOMER][NEUTRAL] OK, so when I was a kid, and I know we uploaded his direct deposit, but I'm maybe thinking they didn't process the right, the direct deposit in time.
[AGENT][POSITIVE] Yeah, probably crossed with us receiving it.
[CUSTOMER][NEUTRAL] Let's see. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, on the hospital plan, I think that one was processed after the fact. Can you tell me the amount and if that was direct deposited?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] That's the only thing I have on file right now, so this would be for
[AGENT][NEUTRAL] I only have one on file right now for the we pay out of 200975 and it looks like it was for 212-2025.
[AGENT][NEUTRAL] Uh, again, just same thing, the ER X-ray, um,
[AGENT][NEUTRAL] So is there a second claim?
[CUSTOMER][NEUTRAL] Right, that's on the hospital. I'm sorry, I'm sorry, that's on the accident plan, but it's the same exact claim is actually on the hospital plan as well, maybe coming up under the other claim number of 109.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, yeah, let me look that up. So the indemnity, does he have an HI plan, is that what you're saying?
[CUSTOMER][POSITIVE] Correct, correct. Sorry about that.
[AGENT][NEUTRAL] OK, OK. Yeah, no worries. Let me, uh, let me make a note on this real fast.
[CUSTOMER][NEUTRAL] Sometimes my brain thinks I've already said something, you know, and I'm I'm looking at the screen.
[AGENT][NEUTRAL] I get it.
[AGENT][POSITIVE] Totally understand.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me note this real quick and then I'll look that up.
[AGENT][NEUTRAL] That's [PII], right?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, let's check the other policy out.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let's see on this one, what do we got here?
[AGENT][NEUTRAL] OK, yes, same thing, we paid 1100.
[AGENT][NEUTRAL] That was on the same date.
[AGENT][NEUTRAL] Uh, that one actually looks like that one did direct deposit, and that was on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK, so the 1100 did direct deposit and the um accident was a paper check. Got it.
[AGENT][POSITIVE] That's correct, yep.
[CUSTOMER][POSITIVE] That'll work so hospital did pay out 1100, that's great, OK.
[CUSTOMER][POSITIVE] That'll work thank you so much for your help.
[AGENT][POSITIVE] All right, thank you. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Bye bye.