AccountId: 011433970860
ContactId: 407e3bbe-bfa4-4806-94ab-990ff7f30912
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297279 ms
Total Talk Time (AGENT): 99260 ms
Total Talk Time (CUSTOMER): 82219 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/407e3bbe-bfa4-4806-94ab-990ff7f30912_20250403T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this [PII]. I'm an I'm an employee of Louisiana Cat and I'm filing a claim, but I don't have my APL policy number.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, I can help you with that. Um, what is your, do you have your social security number? I can look it up by your last name.
[CUSTOMER][NEUTRAL] Uh yes, uh, my social is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you know what policy this is for?
[AGENT][NEUTRAL] Looks like you have a
[CUSTOMER][NEUTRAL] No I do not.
[AGENT][NEUTRAL] You say you're
[CUSTOMER][NEUTRAL] Uh, voluntary critical hospitality accident cancer.
[AGENT][NEUTRAL] OK, hospital
[CUSTOMER][NEUTRAL] So it says on my benefits for him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That this is a wellness uh
[CUSTOMER][NEUTRAL] I filled out a wellness claim form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get that pulled up for you.
[AGENT][NEUTRAL] OK, and then and what was your last name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] Sorry, the system's running just a bit slow.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And [PII] was your first name, is that right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, just need a few more pieces of information before I give you the policy number. What is your birth date?
[CUSTOMER][NEUTRAL] My birthday is [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much. OK, so your policy number is going to be 23685005.
[CUSTOMER][NEUTRAL] OK, one more question for you. I'm looking at this well this thing it has uh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So my.
[CUSTOMER][NEUTRAL] Let's see, yeah.
[CUSTOMER][NEUTRAL] An MRI. My wife had an MRI on her neck, uh, about 3 or 4 weeks ago. I just fill out a separate claim form for that.
[AGENT][NEUTRAL] OK, so your hospital indemnity, I just have you on.
[AGENT][NEUTRAL] Let me see, she on a different policy. Let's see.
[AGENT][NEUTRAL] Looks like you have a group accident policy as well. Let me pull that up and see if she's on that because I'll give you that number instead of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because your hospital indemnity plan just has you um as the participant.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me.
[CUSTOMER][NEUTRAL] Alright, so that was this, it would cover on this uh MRI thing.
[AGENT][NEUTRAL] No, but let me pull up the other one, see if she's listed on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the other account I do have her listed.
[AGENT][NEUTRAL] Um, so this is a group accident policy.
[AGENT][NEUTRAL] Now, the MRI would have to have, let me see what the policy states, and this is not a guarantee of payment, it's a basic outline of your policy.
[AGENT][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So the MRI was not related to an accident or anything. It's just she had a problem with her neck and they did an MRI.
[AGENT][NEUTRAL] Oh, OK. So, yeah, it would have to be related to an accident, um, in order for it to be covered.
[CUSTOMER][POSITIVE] OK, well then, yeah, that's fine. OK, but that answers that question then and thank you so much for your time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well thanks for calling APL. Have a good day. You too, bye.
[CUSTOMER][POSITIVE] All right, have a great day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Oh