AccountId: 011433970860
ContactId: 28fa929f-c186-4b42-b876-83336be6cf5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330390 ms
Total Talk Time (AGENT): 75769 ms
Total Talk Time (CUSTOMER): 85855 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/28fa929f-c186-4b42-b876-83336be6cf5a_20250520T14:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I, uh, just received.
[CUSTOMER][NEUTRAL] A message from y'all.
[CUSTOMER][NEUTRAL] And it says we need medical records from the hospital missions with the results.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] As well again just give us a call back, but it doesn't tell me who or anything like that.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, I'm driving, so that's difficult, but yes, I can probably.
[AGENT][NEUTRAL] Um, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] All right, the last four of my social?
[AGENT][NEUTRAL] Uh, it have to be your entire social or I can look it up by your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what are the last 4 of your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] I sent all that in yesterday and Misty D called me back and told me she had everything perfect.
[AGENT][NEUTRAL] OK, so you spoke with someone yesterday?
[CUSTOMER][NEUTRAL] Yes I did.
[AGENT][NEUTRAL] OK. Uh, let me look on here.
[AGENT][POSITIVE] OK, I found your policy. Let me get that pulled up real quick. Sorry about that.
[CUSTOMER][NEUTRAL] Critical care is what we're looking at.
[AGENT][NEUTRAL] OK, and this is a claim for yourself?
[CUSTOMER][NEUTRAL] No, it's for my wife
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My spouse, [PII].
[AGENT][NEUTRAL] OK, can you verify your uh a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Great
[AGENT][NEUTRAL] And then what's your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Was this for an accident claim, or?
[CUSTOMER][NEGATIVE] Heart attack. It was a critical illness time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Critical care whatever
[AGENT][NEUTRAL] OK, sorry, I had a different policy pulled up. OK, um, let's see.
[AGENT][NEUTRAL] OK, so someone yesterday, Misty, let me read what she put.
[CUSTOMER][NEUTRAL] Oh, wait a minute. This, this may be old. This is, this is [PII], today is the [PII].
[CUSTOMER][NEUTRAL] That was a week ago.
[CUSTOMER][NEUTRAL] Why did it just come up now?
[AGENT][NEUTRAL] Uh, it looks like, yeah, you had spoke with someone yesterday, um.
[AGENT][NEUTRAL] We let you know that we were.
[CUSTOMER][NEUTRAL] They should have everything they need.
[AGENT][NEUTRAL] Yes, we have everything we need. It's been sent through for review, so it's being currently reviewed.
[CUSTOMER][NEUTRAL] Very
[AGENT][NEUTRAL] Reimbursement.
[CUSTOMER][POSITIVE] All right, very good.
[AGENT][NEUTRAL] Yeah, it just takes
[CUSTOMER][NEUTRAL] So you don't need anything else?
[AGENT][NEUTRAL] It doesn't look like we need anything else at this time. Uh, give it about 7 business days and we should have a determination made.
[CUSTOMER][POSITIVE] Very good thank you ma'am.
[AGENT][POSITIVE] OK, thanks for calling [PII]. I hope you have a good day.