AccountId: 011433970860
ContactId: 4174f5c3-b7eb-48e9-b94e-fcbf5869f237
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388179 ms
Total Talk Time (AGENT): 204541 ms
Total Talk Time (CUSTOMER): 117189 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/4174f5c3-b7eb-48e9-b94e-fcbf5869f237_20250421T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning [PII] how are you?
[AGENT][POSITIVE] I'm well how are you doing today?
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] I'm calling to ask um I put in a claim for a hospital indemnity.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] And um do you need to give, I need to give you my policy number right quick.
[AGENT][POSITIVE] Yes ma'am, can I get your name and your call back number first just in case the call is dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then what is your
[AGENT][NEUTRAL] Callback number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] 250-79990
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], just for security reasons, I'll need for you to verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]. Address [PII].
[AGENT][NEUTRAL] Thank you and then I see that the phone number that you gave me to call you back on is that your cell phone number ma'am?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK thank you I appreciate you verifying your policy.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so you said that you sent in some hospital indemnity claims. Are you just calling to check in on those?
[CUSTOMER][NEUTRAL] Yes, I just wanna make sure you all received it.
[AGENT][NEUTRAL] Yes, ma'am. I'm looking and we received.
[AGENT][NEUTRAL] On [PII] we received a submission and on [PII] we also received a submission and those claims are in process right now. It takes 7 to 10 business days to process the claim before I'll be able to give any information on it because it's under review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, let's see what was my next question. OK, my other question is because, um, being that I am home on on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hospital leave, I had a surgery. Um,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And y'all can't deduct the payments out of my check because I'm not working, so how do I get the payment to you guys?
[AGENT][NEUTRAL] Uh, there may be a way that they can take it from your claim, but I wanna double check on that, um, just to make sure. Now, are you planning on going back to work?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] Oh, OK. All right, let me, um.
[AGENT][NEUTRAL] Go ahead and transfer you on over to the claims department and I'll ask them the question and if they can give me a good answer I'll get right back with you if not then I'll have one of the claims examiners um get on the phone with us OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's gonna be a brief hold while I get us some help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, good morning, Ms. [PII]. This is [PII] in the care team. I've got an insured on the phone. Her name is [PII]. Her policy number is 25,079,990.
[AGENT][NEUTRAL] And you may be able to answer and I can get back with her but she is calling uh she's, uh, had surgery and she's out of work right now and she has, she's not able to have her premiums payroll deducted because she's at home and not working. Does this policy allow for the premium to be paid through the claim if the claim is um approved?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No ma'am, not with this one.
[AGENT][NEUTRAL] OK, and what would she?
[CUSTOMER][NEUTRAL] I think that's only the disability.
[AGENT][NEUTRAL] Disability, OK, and what would she do? What does she just send in her payment?
[AGENT][NEUTRAL] I mean because she's still on group.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Maybe she should get with the group and she would probably need to get the payment to the group, uh, I mean that's that's a billing question and I don't know billing so but that's that's what I'm thinking I'm thinking that she would probably get with her group to see how they, you know, she can get the premium to them so they can get it to us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Oh, I'm sorry. I'm sorry. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, that does make sense. I appreciate you, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] OK, Ms. [PII], this is [PII] back with you again. So this policy does not allow for the premium to be taken from your claim payment so the best thing for you to do is just get with your group and pay your premium to the group so that the group can send it in to us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, alright. Alrighty, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] I think do you have a phone number for them directly or do I need to call my HR?
[AGENT][NEUTRAL] You're HR.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you get better soon and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mhm bye bye, ma'am.