AccountId: 011433970860
ContactId: 908d3825-c9ce-41ea-af7a-f892b2150c42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234029 ms
Total Talk Time (AGENT): 77765 ms
Total Talk Time (CUSTOMER): 88912 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/908d3825-c9ce-41ea-af7a-f892b2150c42_20250117T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I just signed up for your, uh, accident insurance through my employer. Um, I had a dermatologist visit on yesterday and I was trying to confirm if that falls under the uh any of the, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess claims that I would be able to file because I, I know it says accident.
[AGENT][NEUTRAL] It's that's a covered benefit?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, um.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Go ahead, sorry.
[CUSTOMER][NEUTRAL] No, you're fine. Um.
[CUSTOMER][NEUTRAL] I, I just wanted to find out and see which form I needed to submit to submit the claim.
[AGENT][NEUTRAL] Got you. OK, so you had a dermatologist visit was it just like a consultation?
[CUSTOMER][NEUTRAL] No, it was a follow up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we can take a look and see if that would be covered under this policy [PII] um first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Alright, thank you, and then do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, no, I do not. Um.
[AGENT][NEUTRAL] Um, that's OK. I can start using your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it might be through your employer.
[CUSTOMER][NEUTRAL] I think it
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, thank you. OK, thank you for verifying that. Alright, give me just a moment here.
[AGENT][NEUTRAL] Let's take a look.
[AGENT][NEUTRAL] This might be a silly question, but was this appointment or the visit, was it due to an accident?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Alright, bear with me just a moment.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEGATIVE] Yeah, I'm finishing up now. I'm finishing up now. You sure? You sure? I don't wanna hold you up. I don't wanna hold them up.
[CUSTOMER][NEUTRAL] You wanna wait on me or you wanna OK. You can sit down.
[AGENT][NEUTRAL] OK, thank you for your patience, [PII]. So no, unfortunately that would not be a covered benefit.
[CUSTOMER][NEUTRAL] OK, so it would only be like if it was an accident that caused me to go to the doctor, is that?
[AGENT][NEUTRAL] Regarding an accident.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, alright, well thank you for confirming.
[AGENT][NEUTRAL] Yeah of course did you have any other questions for me?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] OK, yeah, well, uh, thanks for giving us a call. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You as well thank you bye.
[AGENT][POSITIVE] Thank you, bye bye.