AccountId: 011433970860
ContactId: bc836377-edec-4364-93ea-5f072e9b8975
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251750 ms
Total Talk Time (AGENT): 52203 ms
Total Talk Time (CUSTOMER): 55408 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/bc836377-edec-4364-93ea-5f072e9b8975_20250522T19:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I, I have a um a reference number for or a claim number. I have a
[AGENT][NEUTRAL] OK, uh, you're calling about a claim status?
[CUSTOMER][NEUTRAL] Um I have a question about the claim. It, it got resolved, but I wanna know.
[CUSTOMER][NEUTRAL] The amount, so my claim 3597.
[CUSTOMER][NEUTRAL] 094.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] A call back number is [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your mail address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And to 0
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] Uh yes ma'am. I show on this claim, uh, the max of $50 was paid and with that payment it maxed the benefit for that data service.
[CUSTOMER][NEUTRAL] Uh, why $50 if the treatment was $500?
[AGENT][NEUTRAL] Well, under your policy for this procedure in office, the max payable is just $50.
[CUSTOMER][NEUTRAL] So this procedure wasn't actually covered until I submitted a letter compared to a colonoscopy. How, how much is the payout for a colonoscopy?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] You are out of curiosity.
[AGENT][NEUTRAL] Give me one moment to pull up your policy.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, the max, uh, payable is $50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you very much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.