AccountId: 011433970860
ContactId: 14dd04de-9527-46f0-b1a4-e3d2e2051cc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122830 ms
Total Talk Time (AGENT): 44043 ms
Total Talk Time (CUSTOMER): 48507 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/14dd04de-9527-46f0-b1a4-e3d2e2051cc9_20250128T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, Mr. [PII].
[AGENT][POSITIVE] Yes sir and how can I help you?
[CUSTOMER][NEUTRAL] Date of birth [PII], I need to make, uh, another claim.
[AGENT][NEUTRAL] OK, uh, what's your policy number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hang on, you're missing.
[CUSTOMER][NEUTRAL] I can have
[CUSTOMER][NEUTRAL] Uh, policy is 0255.
[CUSTOMER][NEUTRAL] 1388.
[AGENT][NEUTRAL] OK, and your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Address [PII].
[AGENT][NEUTRAL] OK, uh, so you are you needing another claim form from us?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, I, I, I can't, I can't remember how how I uh made a claim last time.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] I was hospitalized again and went to the ER stuff like that, um.
[CUSTOMER][NEUTRAL] Uh, I'm, I'm trying to figure out how to, how, how to do another claim.
[AGENT][NEUTRAL] OK, uh, you'll need to get an itemized statement from the hospital with, uh, the time of admission and time of discharge along with codes, and then you would have to fill out our, uh, hospital indemnity claim form and then you would upload it into our online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So do you need me to send you a claim form?
[CUSTOMER][NEUTRAL] I do, please.
[AGENT][NEUTRAL] OK, absolutely, uh, can you verify your email address for me?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Perfect. OK, give me about 5 minutes. I'll have that right over to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, that's pretty much it. Thank you.
[AGENT][POSITIVE] Oh, no problem at all. You have a great rest of your day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thank you bye.
[AGENT][NEUTRAL] Uh huh bye bye.