AccountId: 011433970860
ContactId: 44e9734a-0d23-416b-b61b-ddcf9e10ab4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206410 ms
Total Talk Time (AGENT): 74111 ms
Total Talk Time (CUSTOMER): 94503 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/44e9734a-0d23-416b-b61b-ddcf9e10ab4f_20250625T19:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII], and I'm just calling to find out, um,
[CUSTOMER][NEUTRAL] What's going on with my um hospital indemnity coverage? I had surgery on [PII].
[CUSTOMER][NEGATIVE] And they told me that I had everything all turned in and I haven't received anything.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] 02155904
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] 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, mailing address and email address, please.
[CUSTOMER][NEUTRAL] OK. OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, my address is [PII], and my email is [PII].
[AGENT][POSITIVE] OK. Uh, thank you, ma'am.
[AGENT][NEUTRAL] But I don't show we received the claim for you for that data service.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, I, I've already got, I'm already getting my disability claims, but I didn't get my hospital indemnity, and I did it over the, on the computer before I even went into surgery.
[AGENT][NEUTRAL] Uh, no, ma'am, I don't show we received a claim. Did you, because until after you finished with the service, we would need to submit the billing, but I don't show we received any claims.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Can you resend it to me and that way I can do it again if I need to?
[AGENT][NEUTRAL] I'm sorry, resend what your claim form?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK, uh, we do have it available on our website, um, or I can email it to you.
[CUSTOMER][NEUTRAL] We have it available on our website.
[CUSTOMER][POSITIVE] Female would be perfect.
[AGENT][NEUTRAL] OK, uh, let's see, I will send this off to you in a few moments to that email address, is that fine?
[CUSTOMER][POSITIVE] Yes, that's perfect.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, is that, is that one that I have to do, is it gonna be an easy one? I mean.
[CUSTOMER][NEUTRAL] I thought I had done it all, that's why I was wondering if I missed something or.
[AGENT][NEUTRAL] I mean, it's
[CUSTOMER][NEUTRAL] Maybe I can let me.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] No, no, you're fine. uh, what were you gonna ask?
[CUSTOMER][NEUTRAL] Is all the form has to all be done on the internet or do I have to mail anything in?
[AGENT][NEUTRAL] Uh, you can mail it, fax it, or if you set up on our online service center, you can upload it.
[CUSTOMER][NEUTRAL] I said
[CUSTOMER][NEUTRAL] OK, let me, I'll get into it and see what I find out, OK?
[AGENT][NEUTRAL] OK, yes, ma'am, but I will send this off to you in a few moments.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.