AccountId: 011433970860
ContactId: 6dbbe1ea-7a05-478d-aa6e-4733163a3e42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468709 ms
Total Talk Time (AGENT): 146347 ms
Total Talk Time (CUSTOMER): 111780 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/6dbbe1ea-7a05-478d-aa6e-4733163a3e42_20250617T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, how you doing? Um, I was calling to just find out something real quick. Um, I'm at the hospital and they were trying to see uh what's the name of the insurance company or whatever, and I was telling this APL that's the right name.
[AGENT][NEUTRAL] Oh, OK, yes, APL is your insurance company, but they're wanting to know what type of insurance policy you have. Um, are you with the registration now or you want me to just give you the information?
[CUSTOMER][NEUTRAL] This the information you want know.
[AGENT][NEUTRAL] OK. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] 9126042074
[CUSTOMER][NEUTRAL] And um my policy number is 261.
[CUSTOMER][NEUTRAL] 871 9.
[AGENT][NEUTRAL] 261-871-9.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, is, uh, email address is uh [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII]. I'm at [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what was the other thing?
[AGENT][NEUTRAL] Um, your email.
[CUSTOMER][NEUTRAL] Oh yeah, it was [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so let them know that you have a hospital indemnity policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Are you in the emergency room or you're actually admitted?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I'm um I'm, I'm not admit it, but I'm in here.
[AGENT][NEUTRAL] OK, so if when we get the coding, if it's just an emergency room visit, the policy will pay up to $250 per day.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] With a max of 2 days per calendar year?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If it's, if you do become admitted, um, and, and get a room, then um it will be up to $1000 per day.
[AGENT][NEUTRAL] Um, with a max of 1 day per calendar year, and then each day you're in the hospital, um, after 18 hours.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy will pay up to $600 per day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With a max of 30 days per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] I guess you know
[CUSTOMER][NEUTRAL] Alright, got that. And you said um it's APL Jackson just APL.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Oh, it's just APL American Public Life.
[CUSTOMER][NEUTRAL] OK, alright let me sure so yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] But um do you have your ID card?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, it hasn't come in the mail yet. That's why, uh, that's why they were asking what the name of the insurance, uh, company was and stuff, I guess we couldn't go off ATL, so.
[AGENT][NEUTRAL] Do you, do you want me to send you a digital copy of your ID card to your email?
[CUSTOMER][POSITIVE] Yeah, that's fine, you good.
[AGENT][NEUTRAL] OK, so at least you can show them that and then our number is on the back of the card, um, and then if they need to verify anything, they'll call us. Hold on one second.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, did you.
[AGENT][NEUTRAL] Um, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] That'll work.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh oh, wait a minute. How did that happen? Oh, because I, OK.
[AGENT][NEUTRAL] I think it's gonna go away but just to make sure.
[AGENT][NEUTRAL] Includes signature.
[AGENT][NEUTRAL] It's already attached.
[AGENT][NEUTRAL] Cause I was typing pome in here and then just.
[AGENT][NEUTRAL] It popped up
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What is my tunneling doing?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. Have, um, so you might have received it. I just sent the email to you, but check your spam as well.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, I'll check it real quick.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][POSITIVE] Appreciate it. Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today? You're welcome.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] All right, well thank you for calling APL. I hope you feel better.
[CUSTOMER][POSITIVE] Alright thank you have a good one.
[AGENT][NEUTRAL] All right, bye bye.