AccountId: 011433970860
ContactId: c032ded3-066e-43fc-9341-627622c7f6bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161020 ms
Total Talk Time (AGENT): 62000 ms
Total Talk Time (CUSTOMER): 96141 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c032ded3-066e-43fc-9341-627622c7f6bc_20250114T13:29_UTC.wav
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[CUSTOMER][NEUTRAL] O
[AGENT][NEUTRAL] Thank you for calling APL this is Ta[PII]How may I help you?
[CUSTOMER][NEUTRAL] Hi Ta[PII]it's An[PII]gain. I have one more question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I really don't understand that if the if the copay it's $500 OK?
[AGENT][NEUTRAL] It's, yeah, it's your, it's your benefit. It's not a co-pay. Let me get your policy pulled up again. Give me your uh policy number again, An[PII].
[CUSTOMER][NEUTRAL] Then it's mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 02286543 ML 7.
[AGENT][NEUTRAL] And verify your date of birth and your address and your email for me again.
[CUSTOMER][NEUTRAL] 11 OK 11[PII]0[PII]nd the email address is AN[PII].
[AGENT][POSITIVE] OK, thank you. And go ahead.
[CUSTOMER][NEUTRAL] Yes, the above this time payment it's like 316 and 87 plus uh 18313, it's a 500.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEGATIVE] It's supposed to be pay all amount, I think. I don't know, maybe I'm wrong.
[AGENT][NEUTRAL] OK, say that again.
[CUSTOMER][NEUTRAL] And why I, it's for me doesn't make sense, you know, then it's like 183 13 you pay only from the amount of 500. This is like 500 per day. It's my benefits.
[AGENT][NEUTRAL] Yes, it's $500 per calendar day. So any charge that we receive that was related to that date of service and it was the date of service Oc[PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Any claim that we receive related to that date of service, the max we can pay for everything that was done, meaning the hospital charge, the sur surgeon's charge, anesthesiologists charge, the lab charge. The max that you have available is 500 a day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect. OK. Mhm.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] That that makes sense and the facility charge was the last one that we received, so let's say they submitted theirs first, that $500 benefit may have gone to the facility.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like they.
[CUSTOMER][POSITIVE] OK, mhm. OK, OK, it makes sense. It makes sense. OK, thank you so much. Thanks. Mhm, bye bye.
[AGENT][NEUTRAL] But we received theirs last mhm.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][NEGATIVE] No thank you bye bye.