AccountId: 011433970860
ContactId: e98ec590-e36d-433a-812b-6eca8f814923
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205509 ms
Total Talk Time (AGENT): 100639 ms
Total Talk Time (CUSTOMER): 43610 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e98ec590-e36d-433a-812b-6eca8f814923_20250515T14:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And my name was uh [PII].
[CUSTOMER][NEGATIVE] And I have some more bills I'm have to upload and sent to y'all. I just want to know, uh, how much did I have left?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How much do you have left, like?
[AGENT][NEUTRAL] From a max or?
[CUSTOMER][NEUTRAL] Yeah, I know it's up to 25,000.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the man, I know it's like 25,000 a year.
[CUSTOMER][NEUTRAL] I just have so much I have left.
[AGENT][NEUTRAL] OK, I can definitely check and see um how much of your match you have left, Mr. [PII]. May I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] 8787045634053405 policy number 26.
[CUSTOMER][NEUTRAL] I'm at 256-603-0.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, [PII] at [PII] mailing address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And Mr. [PII], do you mind if I place you on just a brief hold while I get the total for you?
[CUSTOMER][NEUTRAL] Yes ma'am, go ahead.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let me do it like this.
[AGENT][NEUTRAL] Um, let's see what they are.
[AGENT][NEUTRAL] BFT.
[AGENT][NEUTRAL] I don't think it's gonna show on here. I need to pull it up at on base.
[AGENT][NEUTRAL] 1235658.
[AGENT][NEUTRAL] And I'm looking for the policy set. There you are.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] The radiation is 20,000.
[AGENT][NEUTRAL] 3123 minus 148,710.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 5210.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. So for the um radiation, uh, maximum is $20,000 per calendar year and you've used $14,790 so you have $5210 left for the year.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Well, I got some more stuff I got to send in.
[AGENT][NEUTRAL] Yes, so we will go ahead and process it for you as soon as we receive it, um, but yes, you do have a little more for this year.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] I know, ma'am, thank you all.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.