AccountId: 011433970860
ContactId: 1587c9b3-af30-4cd6-ac34-6d846c58ae27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94470 ms
Total Talk Time (AGENT): 41097 ms
Total Talk Time (CUSTOMER): 37334 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/1587c9b3-af30-4cd6-ac34-6d846c58ae27_20250327T16:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I have a question about Gap Insurance. I'm filing a claim for having my knee replaced, and the person I spoke to told me that I needed to use the accident form. Is that correct?
[AGENT][NEUTRAL] Um, may I have your policy number and I'll pull up your plan and see which one you have.
[CUSTOMER][NEUTRAL] Yes, uh, is that the group number?
[AGENT][NEUTRAL] No, it should say inpatient or outpatient cert number.
[CUSTOMER][NEUTRAL] OK, and patient is 01410739.
[AGENT][NEUTRAL] May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And looks like you have the Metlink plan. Is this related to an accident?
[CUSTOMER][NEUTRAL] No, it's not.
[AGENT][NEUTRAL] So you would need the Metlink claim form. Are you register online?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Just go under form.
[CUSTOMER][NEUTRAL] And I know how to get the forms, but.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] So you would just need the medling form.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all today.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.