AccountId: 011433970860
ContactId: 717fb678-9f6b-478a-82c0-5c1d17add1dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168270 ms
Total Talk Time (AGENT): 64157 ms
Total Talk Time (CUSTOMER): 89250 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/717fb678-9f6b-478a-82c0-5c1d17add1dd_20250514T19:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I turned in, I uploaded some documents for a claim for a hospital indemnity plan, and I just wanted to let someone know what I did. Um, can you look it up before I tell you?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, um, may I
[CUSTOMER][NEUTRAL] Do you want my policy number?
[AGENT][NEUTRAL] Well, may I have a good contact number in case we're disconnected and then yes, your policy number?
[CUSTOMER][NEUTRAL] OK, um [PII].
[AGENT][NEUTRAL] And your policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, it's 024635545.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 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. Date of birth is [PII]. Um, address is [PII], and email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me see what we have here. Um, hold on one moment.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, so yesterday I uploaded documents for myself for an overnight stay in the hospital but I forgot to upload the um claim form with it, so today I got on and I uploaded the claim form, but there's, you see there's two different.
[CUSTOMER][NEUTRAL] Um, times I uploaded things and I wanted to make sure that would be OK.
[AGENT][NEUTRAL] Oh, OK, OK. So, yes, I do see where, um, yes, anytime you submit something into the online service center, it's going to populate like like a new claim is being submitted. But yes, the examiner is going to look at everything um that you send in and they'll know that the second goes with the 1st.
[CUSTOMER][NEUTRAL] You see what I'm saying?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. I just wanted to double check.
[AGENT][NEUTRAL] Yes, ma'am. So next time don't be alarmed, um, and you might get a new confirmation number too, but that's how you know you did it right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. OK. Thank you very much.
[AGENT][NEUTRAL] You're welcome. Was there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Uh-huh, you too.
[AGENT][POSITIVE] Thank you. Bye bye.