AccountId: 011433970860
ContactId: f8474372-d91b-43d7-8ac9-41e6ff6116e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107989 ms
Total Talk Time (AGENT): 38796 ms
Total Talk Time (CUSTOMER): 56956 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/f8474372-d91b-43d7-8ac9-41e6ff6116e8_20250116T16:33_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have an insured on the line, Ms. [PII] with policy number 21.
[CUSTOMER][NEUTRAL] 71
[CUSTOMER][NEUTRAL] 067.
[AGENT][POSITIVE] Perfect and let me get that pulled up real quick, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. And um what are, what is [PII], [PII], what do you need today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so we have her on the high plan. I'm not sure if I'm with the correct department or not. Um, she's on the highest plan, but her, uh, her claim was paid with the lowest plan she only received like 100 and something dollars.
[CUSTOMER][NEUTRAL] Um, and she was supposed to receive 800. I'm not sure if the claim was paid incorrectly or that's what, um, she got paid based on whatever the procedure she had, um.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, yeah, so it looks like um.
[CUSTOMER][NEUTRAL] Can you look into it, please?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, unfortunately, the care team doesn't do the hospital indemnity, but you might reach out to the hospital indemnity queue.
[AGENT][NEUTRAL] Um, I'm so sorry. I like to look at the claim, but I don't process them, so like I would hate to like try to just struggle through it when there might be somebody who can better help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you're good.
[CUSTOMER][POSITIVE] All right, no, sounds perfect. Thank you.
[AGENT][POSITIVE] My pleasure. Best of luck, Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.