AccountId: 011433970860
ContactId: b9e9a178-01be-48f1-9955-f8973b84bbbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362559 ms
Total Talk Time (AGENT): 115555 ms
Total Talk Time (CUSTOMER): 101765 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/b9e9a178-01be-48f1-9955-f8973b84bbbb_20250130T19:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling A. It's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII] with Higginbotham Insurance.
[CUSTOMER][NEUTRAL] And I just received a $5000 check.
[CUSTOMER][NEUTRAL] Uh, under a claim number and I don't know who I need to talk to to discuss it.
[AGENT][NEUTRAL] OK, I can help you with that. And I'm sorry, what was your first name again?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah I gotta think of it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the claim number?
[CUSTOMER][NEUTRAL] 355.
[CUSTOMER][NEUTRAL] 4410.
[AGENT][NEUTRAL] Is there a policy number on there as well?
[CUSTOMER][NEUTRAL] Yes, 0229.
[CUSTOMER][NEUTRAL] 3018.
[AGENT][NEUTRAL] And can you verify your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for that. And you said you had a question about that claim?
[CUSTOMER][NEUTRAL] Yeah, um
[CUSTOMER][NEUTRAL] So my wife, uh.
[CUSTOMER][NEUTRAL] Has gone through 16 chemotherapies and there's a $15,000 benefit for chemo.
[CUSTOMER][NEGATIVE] And her cancer is not just in situ it's also it's gotten into her lymph nodes. I'd sent all that.
[CUSTOMER][NEUTRAL] On under her right armpit.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But before they did surgery, they.
[CUSTOMER][NEUTRAL] Because it advanced they wanted to do 16 chemotherapies.
[CUSTOMER][NEGATIVE] Which I'm not sure if there's another check coming or why I didn't get paid 15,000.
[AGENT][NEUTRAL] OK, so give me one second, let me look at, pull up the actual claim.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 355.
[AGENT][NEUTRAL] Give me 1 2nd, sir.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. So, um, as far as the chemo goes, um,
[AGENT][NEUTRAL] We process the claim, however, we need the, hold on one second, let me verify, hold on.
[AGENT][NEUTRAL] So I'm looking at
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] I don't know why well let me open it. Uh, let me see this it, OK, here it goes.
[CUSTOMER][NEUTRAL] Maybe somebody's working on it.
[AGENT][NEUTRAL] OK, so I'll take it back. So we um we did send out another check, um.
[AGENT][NEUTRAL] Is this gonna be under a different claim number and policy because what happened, that claim number you gave me, that portion was processed on the policy that ended last year. And so, as far as the chemo, since it was a later date after that policy, we processed it on um the newer policy that ended in January.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] So there's an additional check um coming for um 5,25594.
[CUSTOMER][NEUTRAL] So for how much? 5000?
[AGENT][NEUTRAL] 5,25594.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And, and that was for the codes that we did cover for, for chemo.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Cause all chemo is not covered, but I said based on what you sent in, that's the amount that we could um pay.
[CUSTOMER][NEUTRAL] OK, OK, and that check is, is has been mailed out you think or?
[AGENT][NEUTRAL] Yes, sir. So this one was processed. Let me see. This one was processed on Wednesday, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK, OK, well that's.
[CUSTOMER][POSITIVE] That sounds good. I'll wait for that then. I appreciate your time.
[AGENT][POSITIVE] No problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's all thank you.
[AGENT][POSITIVE] No problem, thanks for calling Apo. You have a wonderful day.
[CUSTOMER][NEUTRAL] Uh, you have it.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh bye.