AccountId: 011433970860
ContactId: 61b46764-de90-4bad-838a-3165fc379307
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240529 ms
Total Talk Time (AGENT): 65314 ms
Total Talk Time (CUSTOMER): 109870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/61b46764-de90-4bad-838a-3165fc379307_20250224T20:15_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. My name is [PII], and I have y'all through my job at HG staffing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was wondering, is a flu shot covered by y'all?
[AGENT][NEUTRAL] Uh, let me look at your policy, [PII]. Do you have your your policy number?
[CUSTOMER][NEUTRAL] Um, crap, hold on a second, let me see if I can find it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 02553902
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh, thank you. I like how you spell your name. That's different, a different, [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. And so were you diagnosed with the flu?
[CUSTOMER][NEGATIVE] Uh, no, I just, this weekend, I got sick all of a sudden.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I have slept.
[CUSTOMER][NEUTRAL] The majority of the weekend and I just don't know what's going on.
[CUSTOMER][NEUTRAL] And normally I don't take the flu shot because when I take the flu shot, I get sick.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] When I don't take the flu shot, I don't get sick. Well, this is fast backwards this time, so I'm, I'm just, I didn't know if I was covered for a flu shot.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Well, you're limited.
[CUSTOMER][NEUTRAL] With the insurance or.
[AGENT][NEUTRAL] Yeah, the limited hospital indemnity policy covers, uh, services as a result of an accident or a sickness. So was it negative?
[CUSTOMER][NEUTRAL] Oh, I haven't even been to the doctor yet. Like I said, this all just started this weekend and it's been.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've not done crap, so I've.
[AGENT][NEUTRAL] Yeah, I mean.
[AGENT][NEUTRAL] Yeah, if it's a sickness if they say that you have it, then, you know, the claim can be submitted for review. Of course, not a guarantee of payment, but it can be submitted because that would be like an office visit or are you going through the urgent care or something like that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Probably.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I think there was something going around. My son had that too.
[CUSTOMER][NEGATIVE] Mhm, that's rough.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it would only be possibly covered if it come back and said I had it.
[AGENT][NEUTRAL] Uh, a sickness, yes.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much and I appreciate your help.
[AGENT][NEUTRAL] Oh, you're welcome, [PII]. Did you have any other questions?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Alright. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mm