AccountId: 011433970860
ContactId: 271368d2-bea7-4947-8491-93aeedd749eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243270 ms
Total Talk Time (AGENT): 76721 ms
Total Talk Time (CUSTOMER): 106836 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/271368d2-bea7-4947-8491-93aeedd749eb_20250225T16:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Oh, I said afternoon. I'm sorry. I'm trying to rush.
[CUSTOMER][POSITIVE] Um, thank you.
[CUSTOMER][NEUTRAL] Uh, good afternoon. I'm sure, uh, good morning. OK, OK, that's fine, um, um, I'm just, uh, I'd like to have information on how to
[CUSTOMER][NEUTRAL] File a claim because I have got insurance. So, and then I was in hospital in January for 4 days, so I'm not sure what to do or how to do it.
[AGENT][NEUTRAL] OK, I can verify with you on how to file a claim, and I'm so sorry, your name is?
[CUSTOMER][NEUTRAL] So that's what I'm from.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Say it one more time.
[CUSTOMER][NEUTRAL] I'm with and stock center, my um employer [PII].
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] That's the thing, I don't even know the policy number.
[CUSTOMER][NEUTRAL] Because I got it through my employer. I don't know if that would help.
[AGENT][NEUTRAL] Uh, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your mail address and email address for me, please.
[CUSTOMER][NEUTRAL] My email address, my personal one is [PII]. I don't know if you want the work one, but that's my personal one.
[AGENT][NEUTRAL] OK. And your mailing address?
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your uh callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Uh, well, ma'am, when was the date of service because I'm showing your policy term with us on [PII].
[CUSTOMER][NEUTRAL] It's done
[AGENT][NEUTRAL] Yes, ma'am. So your policy term with us on [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] So that's when I should renew after April? I didn't know.
[AGENT][NEUTRAL] Are you still with Ann Stork Center Stork?
[CUSTOMER][NEUTRAL] And stock center, yeah, I'm still with them.
[AGENT][NEUTRAL] Yes, ma'am. I will say to contact your employer, um.
[AGENT][NEUTRAL] And they can verify as far as.
[AGENT][NEUTRAL] re-enrolling or getting on the plan because I'm showing your policy at term.
[CUSTOMER][NEUTRAL] So, do you mind telling me the name of the policy?
[AGENT][NEUTRAL] Uh, it's um
[CUSTOMER][NEUTRAL] Because I just look up, I don't know what is.
[AGENT][NEUTRAL] It was a Metlink, a secondary supplemental plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, maybe I'm calling at the wrong because I think I, I'm still, I still have something because it's like they still deduct from my check so I will find I would like to set the prior.
[AGENT][NEUTRAL] Yes, ma'am. You may need to contact your group man and they can verify who you have insurance with.
[CUSTOMER][POSITIVE] OK. I appreciate your time, ma'am. Thank you so much.
[AGENT][POSITIVE] You're welcome. Uh thanks for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Sure. Bye-bye. Thank you.
[AGENT][NEUTRAL] Bye.