AccountId: 011433970860
ContactId: 7a5c9206-56a6-4c60-80d7-4f05f34d7a15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231740 ms
Total Talk Time (AGENT): 107808 ms
Total Talk Time (CUSTOMER): 116412 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/7a5c9206-56a6-4c60-80d7-4f05f34d7a15_20250310T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, good morning. This is [PII]. I would like to ask, uh, you know, I, I was, um, looking for a claim form for hospital indemnity, and I, I've been clicking the claim in form and then I, I can't get any class board please. I can't get any form from online.
[AGENT][POSITIVE] Oh, OK. I'm sorry about that. I can get that for you and email it to you if that's OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK. Um, now do you have um your policy number?
[CUSTOMER][POSITIVE] Yes, I do. I uh it is uh.
[CUSTOMER][NEUTRAL] 216-8840.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] do that
[AGENT][NEUTRAL] Let me just get that pulled up. And you said it was hospital indemnity?
[CUSTOMER][NEUTRAL] Yes, I got hospitalized last March. It was, uh, almost a year ago, [PII], and then I just remember it last night.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I had this angioplasty, uh, CT angiogram, angiogram or angioplasty?
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK. Um, now, can I get you to verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Yes, my birthday is [PII].
[AGENT][NEUTRAL] OK. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, OK, and um can you verify your email address and I will get these forms emailed to you.
[CUSTOMER][POSITIVE] good
[CUSTOMER][NEUTRAL] Yes, my email address is [PII]. It was just uh my [PII].
[AGENT][NEUTRAL] OK, now we do have your work email listed. Do you want me to replace that or just I can leave it. I just wanted to ask.
[CUSTOMER][NEUTRAL] The work email?
[AGENT][NEUTRAL] Yes, ma'am. That's what we have listed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, my work email is [PII]
[AGENT][NEUTRAL] OK, thank you, um, but I will send it to your [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, to my personal email.
[AGENT][NEUTRAL] OK, yes ma'am, sure will. Now do you want me to update your email to show your personal email?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I sure will. OK, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, um, give me about 10 minutes and I will have that email to you. Um, but let me ask you, do you have an online account set up?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I did. I just, uh, did it like, uh, 10 minutes ago. It was a well wellness claim. I don't know. I don't know if if that is the same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, no, you can submit claims from there, um, and that's why I want to let you know about it so that you can when you get that form filled out you can upload it and submit it, um, from your uh online portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, yes, yeah.
[AGENT][POSITIVE] OK, yes ma'am. Um, and like I said, give me about 10 minutes just to get that form, but I will get that email to you just as soon as possible.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Already, yeah.
[CUSTOMER][NEUTRAL] I'm gonna go pull up my email. Yes.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, but is there anything else you need?
[CUSTOMER][POSITIVE] Uh, that should be it for today. I will just give you a call whenever I need, you know, more help.
[AGENT][POSITIVE] OK. Yes, ma'am. That sounds good. OK. OK. You are welcome and you have a good day, Ms. [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Yeah. Thank you so much.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah