AccountId: 011433970860
ContactId: 1cc6b5ac-2954-4357-affd-cbef09a30d23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147520 ms
Total Talk Time (AGENT): 50859 ms
Total Talk Time (CUSTOMER): 60839 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/1cc6b5ac-2954-4357-affd-cbef09a30d23_20250528T19:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, did you say your name was [PII]?
[AGENT][NEUTRAL] Uh, no, sir, [PII].
[CUSTOMER][NEUTRAL] Oh, [PII], got you. Hey [PII], this is [PII]. I just was calling to, I guess, ask about the hospital indemnity policy that we have, um, group number 25054, and I just was wondering if that would like cover hospital pregnancies or anything like that with that rider for that 24 hour hospital admission that has that large payout of like 20 to 3000.
[AGENT][POSITIVE] OK, and your name is again? I'm so sorry.
[CUSTOMER][POSITIVE] No worries, [PII].
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, I do. It's uh [PII].
[AGENT][NEUTRAL] And you're calling from or what's the name of the group?
[CUSTOMER][NEUTRAL] Uh, it's a group, uh, 25054, and it should be OS Benefits, the broker on the policy.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And you're inquiring if it covers the HR policy will cover pregnant or delivery or maternity charges.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am, yeah, the delivery, yes ma'am.
[AGENT][NEUTRAL] See.
[CUSTOMER][POSITIVE] Yes ma'am, thank you [PII].
[AGENT][POSITIVE] Oh you're welcome.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, yes, Delivery will be covered as far as the facility, um.
[AGENT][NEUTRAL] Pregnancy is considered a sickness, so it just falls under.
[CUSTOMER][NEUTRAL] And and what about that?
[AGENT][POSITIVE] Benefits for sickness.
[CUSTOMER][NEUTRAL] So that hospital admission benefit wouldn't be, wouldn't be um on that too because I mean usually the delivery in the hospital, you know, for more than 24 hours.
[AGENT][NEUTRAL] Yes, that will also apply to like the the hospital admission benefit. If she's admitted into the hospital for delivery, uh, it is covered.
[CUSTOMER][POSITIVE] Awesome
[CUSTOMER][POSITIVE] That's, that's perfect. That's so much. Thank you so much. That's all I needed, [PII].
[AGENT][POSITIVE] Oh, you're welcome. Uh, thank you for calling APL [PII]. Have a great day.
[CUSTOMER][POSITIVE] Yes ma'am you too.
[AGENT][NEUTRAL] Bye.