AccountId: 011433970860
ContactId: 89bab6b8-b0dc-4a2d-8b6c-35cd19f6e31e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188110 ms
Total Talk Time (AGENT): 74263 ms
Total Talk Time (CUSTOMER): 45101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/89bab6b8-b0dc-4a2d-8b6c-35cd19f6e31e_20250610T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I needed uh to file a claim.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, I can look up your policy by your last name or your social.
[CUSTOMER][NEUTRAL] OK, I'll give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What was your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you know which policy you're filing this under?
[CUSTOMER][NEUTRAL] Uh, disability.
[AGENT][NEUTRAL] Disability, OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh let me pull up one of your accounts.
[AGENT][NEUTRAL] And could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then your address and email address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, looks like we may have had a uh work email.
[CUSTOMER][NEUTRAL] LO, yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] OK, so it looks like uh we, I had you with different policies. You had an accident policy, Medli, a group critical illness, and a hospital indemnity. Um, these have various term dates.
[CUSTOMER][NEUTRAL] With, with
[CUSTOMER][NEUTRAL] OK, uh, I have hospital indemnity with you guys.
[AGENT][NEUTRAL] Like the pulse
[AGENT][NEUTRAL] Now these termed back in 23 and 24, so your employer may have switched coverage to a different carrier, but I don't show a short term disability policy on files, you'd want to check with your employer with the human resources to see who it goes through.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so there's no long term either?
[AGENT][NEUTRAL] Uh, no, I don't show anything active, um, but there wasn't a long term and there was no short term disability when we did have the policies.
[AGENT][NEUTRAL] So they may go through a different.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] Mhm bye bye.