AccountId: 011433970860
ContactId: 98082017-8ba3-4253-ac93-1996227c0968
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334350 ms
Total Talk Time (AGENT): 111728 ms
Total Talk Time (CUSTOMER): 62792 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/98082017-8ba3-4253-ac93-1996227c0968_20250520T15:43_UTC.wav
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[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was wanting to make sure if my card has maternity, um, maternity benefits.
[AGENT][POSITIVE] Maternity, OK, I can definitely take a look for you. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] 02584836
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Alright, and I have you here, [PII]. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][POSITIVE] Thank you, and your email.
[CUSTOMER][NEUTRAL] [PII]? No, that one is. What is it? It's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And do you mind if I place you on just a brief hold so I can look through the benefits for you?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright, let's see, let's see because.
[AGENT][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What am I doing?
[AGENT][NEUTRAL] Policy, sir.
[AGENT][NEUTRAL] Forgot what I was doing there for a second.
[AGENT][NEUTRAL] Oh well.
[AGENT][NEUTRAL] Certificate, I see.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So for your policy, um, so this is a hospital indemnity policy. So you have a
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] For like your, when you go to the hospital, um, if, you know, when you have the baby, there's a hospital confinement um benefit that will pay up to $50 per day, um, and then if there is, hopefully it's not, but if you need any type of surgery like a C-section or anything, there is a surgery benefit as well, um, and then for your like your
[AGENT][NEUTRAL] Office visits. The policy will pay up to 5 visits per calendar year with a max of $75 per visit.
[CUSTOMER][NEUTRAL] Um, can I go ahead and just cancel the insurance plan?
[AGENT][NEUTRAL] So since these are through your employer, you, you, you have the option to, but you'll just have to go through your HR department and then they send everything to us in writing and we and then we can go ahead and cancel it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You can't get through HR? Oh, I think first number so.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] Do you have, you don't have an HR number, do you?
[AGENT][NEGATIVE] Um, yeah, not for her, yeah, I, no, not for that company.
[CUSTOMER][NEUTRAL] No, it's my HR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you. I appreciate it though. Um.
[AGENT][POSITIVE] Well, you all are very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.