AccountId: 011433970860
ContactId: 7c01778d-b273-46fc-bf0d-b32d31552fd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370640 ms
Total Talk Time (AGENT): 182277 ms
Total Talk Time (CUSTOMER): 92236 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/7c01778d-b273-46fc-bf0d-b32d31552fd9_20250116T21:00_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I have accidental insurance with my, um, that I pay every month with my, um.
[CUSTOMER][NEUTRAL] my job, I had the group accident insurance and I had broke my ankle back in April.
[CUSTOMER][NEUTRAL] Is there a way that cause I didn't know nothing about it. I know I had this group of friends, but I never knew about filing a claim on that after I go to the hospital or nothing that, but I broke my ankle real bad in April.
[AGENT][NEUTRAL] OK, so you have an accident policy that you're wanting to find out about filing a claim on, is that correct?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yes, sir. I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, [PII], I'm.
[AGENT][NEUTRAL] Thank you. And your callback number, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you know your policy number?
[CUSTOMER][NEUTRAL] But for my job?
[AGENT][NEUTRAL] Your policy number for the policy that you have with APL. If not, I can try and look it up by your full social security number, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's your social, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] You said what?
[AGENT][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] You sir?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, um, Mr. [PII], uh, first off, any information that I provide for you today will be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So first off, if you could please verify your date of birth with me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Going on.
[CUSTOMER][NEGATIVE] Not close.
[CUSTOMER][NEUTRAL] Police violence.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And the next piece of information, Mr. [PII] to verify is going to be your email uh I'm sorry, your mailing address, your home address.
[CUSTOMER][NEUTRAL] Yes, it's at [PII]
[CUSTOMER][NEUTRAL] [PII], that's what you have on file?
[AGENT][NEUTRAL] Thank you. And then the phone number that we have for you is also the same as the one you gave me, so that's your best callback number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, sir, I have located you, your policy that you have with us. Now, when did you have your accident?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] [PII], I broke my ankle.
[AGENT][NEUTRAL] OK, so your policy with APL, Mr. [PII], did not go into effect until [PII] of this year, or I'm sorry, of last year. So hard to believe we're in [PII]. So your policy did not go into effect with APL until [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So, but I've been going to medical appointments and all that.
[AGENT][NEUTRAL] So you had your accident, yes, so you had your accident prior to your coverage going into effect with APL is that correct?
[CUSTOMER][NEUTRAL] I had put it in
[CUSTOMER][NEUTRAL] For April. I've been put in. I had put it in, but I didn't know it was a second until [PII].
[AGENT][NEUTRAL] Yes, sir, your coverage with us became effective 81. Now, I mean, 5 [PII], 5-1-2024.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Now I am going to email you a user guide, Mr. [PII] so that it has instructions on how you can set up your profile in our portal at APL since you do have an active policy with us and this user guide it just explains how to set up the portal in the different ways that you can use it. I'm going to actually request that a copy of your policy be made viewable to you as well in your in your portal, but you could go ahead and set up your profile.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Once you know you have the instructions and the email that I'm gonna send to you is going to come from [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And I will put APL in your subject line so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I, so that don't got nothing to do with my doctor pretty much nothing.
[AGENT][NEUTRAL] Correct, because this happened, your accident happened prior to your coverage going into effect with APL.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I could help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL and I hope that you have a very nice evening.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.