AccountId: 011433970860
ContactId: 794d22f2-e147-42db-97d6-0b71a9bcb958
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226809 ms
Total Talk Time (AGENT): 70343 ms
Total Talk Time (CUSTOMER): 63080 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/794d22f2-e147-42db-97d6-0b71a9bcb958_20250527T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm looking to get a status on my claim.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yep, 261.
[CUSTOMER][NEUTRAL] 773 8.
[AGENT][NEUTRAL] Uh, can I get a name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you verify your address and your email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, claimless for yourself?
[CUSTOMER][NEUTRAL] Uh, for my spouse.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, looks like based on the information we received, it did not appear that an accidental bodily injury occurred. Let me pull up what we received.
[CUSTOMER][NEUTRAL] Um, OK, so yeah, I got that notice and then I called my broker and she said.
[CUSTOMER][NEUTRAL] They resubmitted the claim appropriately because I filed a hospital indemnity claim form and they said they refiled it uh last week to be a hospital indemnity claim.
[AGENT][NEUTRAL] OK, um, let me see.
[CUSTOMER][NEUTRAL] See if that brings up anything.
[AGENT][NEUTRAL] You know, when they sent something, I don't know. I
[CUSTOMER][NEUTRAL] Um, yeah, I can find it here, uh, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so you said they resubmitted to be a hospital indemnity form or a claim, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I, do you, is, does your wife have a separate policy because I don't show one on file for you. I just show a group accident policy.
[CUSTOMER][NEUTRAL] Uh, no, it's all one policy, and the policy is just hospital indemnity.
[AGENT][NEUTRAL] The policy that we have is a group accident. It's not a hospital indemnity.
[CUSTOMER][NEUTRAL] Uh, it sounds like I need to call my broker then.
[AGENT][NEUTRAL] That or your employer, it looks like this is through an employer.
[CUSTOMER][POSITIVE] Yeah, um, I'm, I'm the owner of my own small business and I had them help me get this all set up so.
[AGENT][NEUTRAL] Oh, I see. OK. Yeah. So this is just, yeah, we've got you under a group accident policy which based on the information we received for this claim, it wouldn't cover what we've received, so.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] But the indemnity be different. OK, thanks for calling APL.
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][NEUTRAL] Yeah bye bye.