AccountId: 011433970860
ContactId: 00e6bc75-f91b-4a85-a222-d4c101f4efd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381480 ms
Total Talk Time (AGENT): 181498 ms
Total Talk Time (CUSTOMER): 121352 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/00e6bc75-f91b-4a85-a222-d4c101f4efd9_20250609T19:50_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII].
[CUSTOMER][NEUTRAL] I'm trying to see, uh, I'm kind of new to this.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I got my secretary here with me.
[CUSTOMER][NEUTRAL] But she can explain more better than me, but
[CUSTOMER][NEUTRAL] Hold on, here she goes. Hey [PII], my name's [PII].
[AGENT][NEUTRAL] OK, but now
[AGENT][NEUTRAL] Uh hi [PII], and who is the insured that I was speaking with? Because I won't be able to provide you any information, [PII], unless I can still hear him and he can authorize me to speak to you for this one phone call. OK, so first off, let me get your policy information pulled up and verify your information with you for security purposes. So who am I speaking with?
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][POSITIVE] Yeah. I'm right here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, no, that's why I was trying to sit.
[CUSTOMER][NEUTRAL] I set one up.
[AGENT][NEUTRAL] OK, so what is your full social so that I can look up your information, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. One moment, please.
[AGENT][NEUTRAL] OK, Mr. [PII]. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] City, state, and Z.
[CUSTOMER][NEUTRAL] Yes ma.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you gave me, so that is the best number that we should have for you. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address and this does appear to be your work emails.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so Mr. [PII], did I understand you to say that you were trying to set up your profile online?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was trying to set up a client.
[AGENT][NEUTRAL] OK, you're trying to submit a claim?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I, I got, I'm trying to, I got a question about coverage.
[AGENT][NEUTRAL] OK, and Mr. [PII], I'm also going to email you the user guide for our online service center portal so that you can set up your profile there and that way you can have access to everything online you can actually submit claims to us as well through that portal.
[CUSTOMER][NEUTRAL] Yes, we
[CUSTOMER][NEUTRAL] Yeah, we already, we already done it.
[AGENT][POSITIVE] Oh, you did good. OK then.
[CUSTOMER][NEUTRAL] Where are we going? Yeah.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Yeah, we,
[AGENT][POSITIVE] How How again can I help you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, Miss, Miss, I check, I'm here. I can hear everything. What you [PII].
[AGENT][NEUTRAL] OK, so you're author.
[AGENT][NEUTRAL] Mr. [PII], so you did say that you are authorizing me to speak to her for this one phone call?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm authorizing you to speak to.
[AGENT][NEUTRAL] Yes, sir. OK.
[AGENT][POSITIVE] OK, thank you. Hi, [PII]. So how can I help you today?
[CUSTOMER][NEUTRAL] Yes no.
[CUSTOMER][NEUTRAL] So [PII] was recently hospitalized and we're trying to find out he has the plan one critical illness coverage with our school, and we're trying to find out if his diagnosis qualifies for benefits with that critical care plan that he has.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] His diagnosis, is that what you said?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, what is the diagnosis?
[CUSTOMER][NEUTRAL] Aute kidney injury, um, stage 3, I believe.
[AGENT][NEUTRAL] Just a moment. And again, any information provided is a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] Now,
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] That is not one of the specific illnesses listed in his policy which there is a copy of in the policy certificate. However, I would encourage you all to submit the claim.
[AGENT][NEUTRAL] For us for you with the required, you know, additional documentation that would be necessary on this type of policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Just no. That's what we needed to know if we even needed to try to start the claim process to hunt.
[AGENT][POSITIVE] Yes, ma'am. I would highly recommend it. That way we can review the medical, the medical documents as well. And on the claim form, it will explain, you know, what else is needed.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So is there anything else that I could help you all with today?
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well then, thank you both for calling APL and I hope you both have a very nice evening.
[CUSTOMER][POSITIVE] Oh yeah, I hope you too man.
[AGENT][POSITIVE] And, all right, well, thank you.
[AGENT][POSITIVE] And thank you again for calling APL. Yes, sir.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Bye, Mr. [PII].
[CUSTOMER][NEUTRAL] See you man.
[CUSTOMER][NEUTRAL] So