AccountId: 011433970860
ContactId: 528e6808-5814-41c5-95b9-a7e0a857377f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201000 ms
Total Talk Time (AGENT): 66785 ms
Total Talk Time (CUSTOMER): 66458 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/528e6808-5814-41c5-95b9-a7e0a857377f_20250505T21:58_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] and I need to check to see if I can claim, um, I have recently had surgery.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I need to see if I'm eligible.
[AGENT][NEUTRAL] Do you have your uh policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let's see. It's 02110351.
[AGENT][NEUTRAL] OK. Can I get your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. I just need two more pieces of information, your address and your email address.
[CUSTOMER][NEUTRAL] OK. My um physical address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it looks like I've got a PO [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK and then your email?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, looks like I've got a, a Dexter Demon's email.
[CUSTOMER][NEUTRAL] OK, yes, that's my call of email.
[AGENT][NEUTRAL] OK, and what was that email?
[CUSTOMER][NEUTRAL] [PII]. I mean [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then you're wanting to check on filing a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Go.
[AGENT][NEUTRAL] And you said it was for surgery?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment. It's a basic outline of your plan.
[AGENT][NEUTRAL] Let me see what benefits you have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so it looks like you have, were you admitted to the hospital?
[CUSTOMER][NEUTRAL] No, it was just um.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK. Uh, it looks like the benefits that you have on this policy, you have a hospital admission benefit, pays $1500 per day, maximum of 4 days per calendar year.
[AGENT][NEUTRAL] And then the other benefit is hospital confinement. So if you're actually inpatient in the hospital, pays $50 per day, maximum of 5 days per year.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, so won't cover anything outpatient.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] OK. Yeah, but I needed to know.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] Thank you you too.