AccountId: 011433970860
ContactId: bb95ec1e-a02a-4b8c-aa51-5f3713663aab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204570 ms
Total Talk Time (AGENT): 80682 ms
Total Talk Time (CUSTOMER): 71540 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/bb95ec1e-a02a-4b8c-aa51-5f3713663aab_20241230T20:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, I wanna check on some benefits.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And to see if a claim has been.
[CUSTOMER][NEUTRAL] Placed.
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 606-7887
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the address on file for verification.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service that we're looking for the claim?
[CUSTOMER][NEUTRAL] Uh, what did he, uh, probably the [PII].
[CUSTOMER][NEUTRAL] Maybe, I don't know.
[CUSTOMER][NEUTRAL] One day last week, ma'am.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm, I don't see one for last week. The last one we received was [PII].
[CUSTOMER][NEUTRAL] Uh, I think
[CUSTOMER][NEUTRAL] What about the [PII]?
[CUSTOMER][NEUTRAL] Which what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] They didn't see send you anything.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Nothing recently. No. No, we have not.
[CUSTOMER][NEUTRAL] On the [PII] or [PII]?
[AGENT][NEUTRAL] No, we have not.
[CUSTOMER][NEGATIVE] They have not filed anything with you.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Well, I'll be darned.
[CUSTOMER][NEUTRAL] I didn't think they did.
[CUSTOMER][NEUTRAL] I'm gonna call back and tell them I got insurance there. You can verify I got insurance, right?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, the effective date, let's see, and yeah, it is active at the moment. Yeah, you have an effective date of [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, that's when we started.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's what my card says right here.
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Yeah, and it's still active. I don't see any changes.
[CUSTOMER][NEUTRAL] Well you know
[CUSTOMER][NEUTRAL] What, uh, what kind of
[CUSTOMER][NEUTRAL] How much money can I spend?
[AGENT][NEUTRAL] OK, the calendar year maximum on this one and this is not a guarantee of payment, just a verification of coverage and that's a disclaimer. It looks like you have 1000 per year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right, well, I'm gonna get back with them and uh.
[CUSTOMER][NEUTRAL] Make sure they file a claim.
[AGENT][NEUTRAL] Mm. Yes, you can let him know that you called and just, yeah, it's not here yet.
[CUSTOMER][POSITIVE] So that that's gonna benefit me.
[CUSTOMER][POSITIVE] OK, note that I called. thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Hope you have a prosperous and happy new year.
[AGENT][POSITIVE] Thank you. You as well. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.