AccountId: 011433970860
ContactId: c6374083-aeec-4fc2-a4da-1bb536793df0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197809 ms
Total Talk Time (AGENT): 78974 ms
Total Talk Time (CUSTOMER): 88546 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/c6374083-aeec-4fc2-a4da-1bb536793df0_20250108T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in [PII]. I'm the broker. I'm just trying to check on two claims I believe were processed.
[AGENT][NEUTRAL] OK. Give me your name again.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]. OK. [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Uh first policy number is 2,414,380.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Should be [PII] and it should be [PII].
[AGENT][NEUTRAL] Thank you for verifying that information and we're checking claim status, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, I believe I got an email from [PII] saying this one was processed.
[AGENT][NEUTRAL] OK, what's the data service?
[CUSTOMER][NEUTRAL] Um, I don't have that.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Should be the last one in there because the other one was an old one on her son.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I, I see it processed yesterday. Let me get that information for you, so it looks like it paid a $400 benefit.
[CUSTOMER][NEUTRAL] OK, so $400 and that was.
[AGENT][NEUTRAL] And $400 it's direct deposit.
[AGENT][NEUTRAL] So, uh, the direct deposit was released this morning. Uh, we always say allow at least 3 to 4 business days for direct deposit to direct deposit depending on the banking institution.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and I assume that was probably just uh an ER and a uh or an X-ray in a doctor's office.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] An office visit and then an X-ray. Yes.
[CUSTOMER][NEUTRAL] OK, that'll work. Um, do you mind if I give you the second person?
[AGENT][NEUTRAL] Sure, go ahead.
[CUSTOMER][NEUTRAL] OK, this one is [PII] and let's see here.
[CUSTOMER][NEUTRAL] I apologize. My son wrote all over my notes. We've had the flu here for 7 days.
[AGENT][NEUTRAL] You're fine.
[AGENT][POSITIVE] That's cute.
[CUSTOMER][NEUTRAL] It's been uh
[CUSTOMER][NEUTRAL] We've had a sick household and it's uh it's, it's a lot when you have everybody at home, you know.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Oh, definitely. I've experienced that before.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] When no one has school and uh our babysitters are even sick so we're uh everybody's just kind of like down for the count. um let's see here, fine.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Sorry, it had hit the system 3 times for it to actually pop up here.
[CUSTOMER][NEUTRAL] OK her policy number is 244-6222.
[AGENT][NEUTRAL] 22 and the employee's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and her date of birth should be [PII].
[AGENT][NEUTRAL] OK, thank you. This was processed this claim was processed on yesterday, issuing a payment of $200 and this would have been for an office visit, two office visits actually.
[AGENT][NEUTRAL] [PII] and [PII] date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it, that'll work. I greatly appreciate it.
[AGENT][NEUTRAL] And direct deposit as well.
[CUSTOMER][POSITIVE] Awesome thank you so much for your time.
[AGENT][NEUTRAL] Oh, you're welcome, [PII]. Any other questions?
[CUSTOMER][POSITIVE] That's it. Have a great day.
[AGENT][POSITIVE] You too, thanks for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Um, bye.