AccountId: 011433970860
ContactId: 9dd9a587-c9f2-4adc-a3ec-fa0ea74a1a84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308739 ms
Total Talk Time (AGENT): 132381 ms
Total Talk Time (CUSTOMER): 93259 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/9dd9a587-c9f2-4adc-a3ec-fa0ea74a1a84_20250318T14:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. My name is [PII], and I got a text saying that I that I have a claim number. Can I check on, can I check on that claim number?
[AGENT][POSITIVE] OK, sure, yes, I can assist you with claims and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. It's at home. I'm sorry.
[AGENT][NEUTRAL] OK, it's fine.
[CUSTOMER][NEUTRAL] It's for critical illness?
[CUSTOMER][NEUTRAL] But I don't have my number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, uh, and I just need to verify your date of birth and email address.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, yes, thank you. OK, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] this one.
[CUSTOMER][NEUTRAL] Oh, I'm at work. Hang on one second. Yes, ma'am, may I help you?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, may I tell him who's calling?
[CUSTOMER][POSITIVE] Yes, ma'am, I will. Thank you so much.
[CUSTOMER][NEUTRAL] I'm back, sorry.
[AGENT][NEUTRAL] It's OK, no problem. I'm, I'm still trying to locate that um claim, OK? You have several policies.
[CUSTOMER][NEUTRAL] Oh yeah, I have the claim number if you need it.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] 357-62661
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hang on one second.
[AGENT][NEUTRAL] Sure, go ahead.
[CUSTOMER][POSITIVE] Authority, good morning. How may I help you?
[CUSTOMER][POSITIVE] Yes, ma'am, one moment please. Thank you.
[CUSTOMER][NEUTRAL] OK, I'm back.
[AGENT][NEUTRAL] OK, it's fine.
[AGENT][NEUTRAL] So it's gonna be this one, OK, um.
[AGENT][NEUTRAL] OK, yeah, we're getting ready to pay um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] This is for [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, that's my spouse.
[AGENT][NEUTRAL] For date of service, OK, for [PII] and [PII], it looks like we're sending a benefit of $175.
[CUSTOMER][NEUTRAL] That's it?
[AGENT][NEUTRAL] Yes, um, let me see if we're missing any other information for the rest. One moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so that's a wellness screening.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I'm waiting on the documents, bear with me.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] OK, so based on the information office visits are not covered, surgical procedures are not covered.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And see what I think.
[AGENT][NEUTRAL] The wellness screening is the $50 we pay for date of service [PII], so that one was exhausted and that's just once per year.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we send 125 for let's see looks like this is a test.
[AGENT][NEUTRAL] And it looks like it was a salted as well for that benefit for the year.
[CUSTOMER][NEUTRAL] OK, so out of the 4000 that we paid out of pocket, um, I'm only gonna get 175 for critical illness, so, um.
[CUSTOMER][NEGATIVE] If I would, uh, when I talk to my husband about this, if I decide I wanna discontinue these in these, these coverages, this insurance, do I just stop paying on it or do I need to call and cancel?
[AGENT][NEUTRAL] You need to call and cancel. this is through your employer. Let me see who is it please um give me just a second.
[CUSTOMER][POSITIVE] It was uh the city of [PII]. I don't work there anymore, but I was able to continue the service on my own.
[AGENT][NEUTRAL] OK. So, yeah, you're still paying uh through the city of Odessa. So um you you will contact them. Mhm, yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, thank you. Uh-huh.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, what
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Yeah