AccountId: 011433970860
ContactId: 22d16acb-cd22-4f5b-96aa-4b21cc1d65f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146610 ms
Total Talk Time (AGENT): 72286 ms
Total Talk Time (CUSTOMER): 60587 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/22d16acb-cd22-4f5b-96aa-4b21cc1d65f1_20250224T20:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was calling because I was trying to, um, I guess set up on the internet and it says that there was, I guess I wasn't found in the system and so I just wanted to.
[CUSTOMER][NEUTRAL] See what I needed to do.
[AGENT][NEUTRAL] OK, are you set up as an insured or individual policyholder?
[CUSTOMER][NEUTRAL] Yes, individual policy I guess I'm.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 025932777.
[AGENT][NEUTRAL] OK, thank you. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify your date of birth, mail address and email address for me.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] OK, [PII], um, [PII] and my email is [PII].
[AGENT][NEUTRAL] OK. That could be um the issue cause I show we have a different email address in our system, like a
[CUSTOMER][NEUTRAL] Is it is it the [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What is this for?
[AGENT][NEUTRAL] Uh, so you have a limited medical indemnity policy with us. Um, this policy helps with
[AGENT][NEUTRAL] Charges for inpatient confinement. So if you're confined in a hospital 18 hours or more, you have a a hospital admission benefit that pays once per year, and then you have a confinement benefit that pays per day.
[CUSTOMER][NEUTRAL] OK. OK. So this is only like when you're hospitalized.
[AGENT][NEUTRAL] Only hospitalization, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, yeah, it worked it was the email then that was the issue.
[AGENT][NEUTRAL] OK, yes, ma'am. And that's why I was thinking it could be the email or sometimes it could be we have the date of birth wrong or misspelling of a name, so, yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Mm you too bye bye.
[AGENT][NEUTRAL] Bye.