AccountId: 011433970860
ContactId: 90815c98-869c-4ba0-a9ee-888a34ee8027
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355730 ms
Total Talk Time (AGENT): 102425 ms
Total Talk Time (CUSTOMER): 75426 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/90815c98-869c-4ba0-a9ee-888a34ee8027_20250416T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I think that we got disconnected.
[AGENT][NEUTRAL] OK, yeah, I couldn't, I couldn't hear you anymore. Um, I said, trying to get you on the line, but I'm not sure what happened. OK. What's your uh policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is uh
[CUSTOMER][NEUTRAL] 02597992
[AGENT][NEUTRAL] OK, and you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sitting in the hospital getting an infusion now is why it's.
[AGENT][NEGATIVE] Oh, the bad reception.
[CUSTOMER][NEUTRAL] You know it's a brick hospital.
[AGENT][NEUTRAL] Um, what is your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so we're checking on the this um this is your hospital indemnity plan, but were you wanting to check on your disability, is that right?
[CUSTOMER][NEUTRAL] really big and uh.
[AGENT][NEUTRAL] I'm sorry, you were breaking up.
[CUSTOMER][NEUTRAL] The claim number and I'm checking.
[AGENT][NEUTRAL] Uh, what was the claim number?
[CUSTOMER][NEUTRAL] I don't have it.
[AGENT][NEUTRAL] Oh, you don't have it. OK. But were you wanting to check on your disability or your hospital indemnity?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] sent me a letter and said they was totally exhausted.
[CUSTOMER][NEUTRAL] After paying like 2250 on my hospital.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Over $100,000 and I have.
[CUSTOMER][NEGATIVE] 7 days of 3 times a day confusion still so.
[AGENT][NEUTRAL] OK, let me pull this up. Hold on one moment.
[AGENT][NEUTRAL] OK, so I see, let's see, so, so you're on a, this, this policy that you gave me, this is a hospital indemnity plan?
[AGENT][NEUTRAL] It's a limited plan.
[CUSTOMER][NEUTRAL] Right, that's the only thing I.
[CUSTOMER][NEGATIVE] Right, I apparently it was only $50 they said was all they was gonna pay.
[AGENT][NEUTRAL] Yeah, so the last claim we received, it looks like it was for [PII].
[AGENT][NEUTRAL] Um, we paid $100.
[AGENT][NEUTRAL] So it has different benefits. I mean, there's $100 for hospital confinement, um, daily benefit.
[AGENT][NEUTRAL] Um, there's a first occurrence hospital rider that pays $1500.
[AGENT][NEUTRAL] 2000 for surgery. Um, let me see.
[AGENT][NEUTRAL] Just trying to figure out which one we're looking at.
[CUSTOMER][NEUTRAL] I have a disability.
[AGENT][NEGATIVE] I'm sorry, you're breaking up.
[CUSTOMER][NEUTRAL] I said I'm trying to check on my disability claim the status of it.
[AGENT][NEUTRAL] OK, the disability. OK, I'll look at that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I believe, did you speak with the claims department yesterday?
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah, they told me that they received the paper. I was just seeing if it went through or.
[AGENT][NEUTRAL] Um, I don't have anything yet. Um,
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Looks like it's still in processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, uh, I've got, I've got, they told me to call back today.
[CUSTOMER][NEUTRAL] Somebody told me it was gonna take another 7 to 15 days.
[AGENT][NEUTRAL] OK, um, yeah, I still show that it's in processing.
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Hello.