AccountId: 011433970860
ContactId: 0f01247a-922e-4b3a-8d87-d434b4b663bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357160 ms
Total Talk Time (AGENT): 117160 ms
Total Talk Time (CUSTOMER): 82313 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/0f01247a-922e-4b3a-8d87-d434b4b663bf_20250225T15:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah, so I have uh y'all services through my old work and I had a hernia and I had surgery to repair it.
[CUSTOMER][NEUTRAL] I was just seeing if I was.
[CUSTOMER][NEUTRAL] Any money on the table that I could get.
[AGENT][NEUTRAL] OK. And your name is?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] 911.
[CUSTOMER][NEUTRAL] 39
[CUSTOMER][NEUTRAL] 02602.
[AGENT][NEUTRAL] Um, it's not one of our policy numbers, and I apologize. What's your last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Remember I is the card I got is uh United Healthcare Solutions.
[AGENT][NEGATIVE] It's not our company.
[CUSTOMER][NEUTRAL] Code.
[AGENT][NEUTRAL] But let me see if you have a policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state are you from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir. I don't show you have a policy with our company.
[CUSTOMER][MIXED] OK, but it's taken out of my.
[AGENT][NEUTRAL] You said that on the card you, you said the card that you have is United Healthcare?
[CUSTOMER][NEUTRAL] Yeah, we, we don't get anything for short term or long term disability or the uh.
[CUSTOMER][NEUTRAL] Accident
[AGENT][NEUTRAL] Yeah, it's not our company though. It is American Public Life or APL. Uh, what's the name of your group or employer?
[CUSTOMER][NEUTRAL] Oh, Gov Crane Services.
[AGENT][NEUTRAL] Say that one more time, Gulf Crane Services.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and verify your mailing address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well, I'm sure you have an accident policy with us, um.
[AGENT][NEUTRAL] I don't show you have a medical plan.
[CUSTOMER][NEUTRAL] OK, yeah, so accident.
[AGENT][NEUTRAL] And what type of uh uh surgery you say you were having?
[CUSTOMER][NEUTRAL] Hernia
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Well, this policy is an accident-only policy, so like for a hernia.
[AGENT][NEGATIVE] wouldn't be covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I would say to contact your, um, your group and they can verify who you may have medical insurance with, but I just show you have an accident policy with our company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So pull pulling something and I get a hernia is not an accident.
[AGENT][NEUTRAL] Uh, let me see. I'm looking at your plan. Give me one moment.
[AGENT][NEGATIVE] Yeah, no button.
[AGENT][NEUTRAL] No, sir. I don't show it as a list of covered, um.
[AGENT][NEUTRAL] Injuries on the plan. Do you have a copy of your policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, through y'all.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Uh, well, we do have an online service center. Uh, if you like, you can set up an account on there to where you'll be able to view your policy, or I can send a request to have it mailed out to you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, don't worry about it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Uh yes, sir. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.