AccountId: 011433970860
ContactId: 9faaf51c-fc54-46b6-9768-1b75b8aa613f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303839 ms
Total Talk Time (AGENT): 107000 ms
Total Talk Time (CUSTOMER): 116902 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/9faaf51c-fc54-46b6-9768-1b75b8aa613f_20250430T20:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I believe I am a member here, um, with my, um, employer. I don't have my paperwork, and I was just wondering if you could help me to see if this is the right number I'm supposed to be calling?
[AGENT][POSITIVE] Sure, I can help you with that. Um, who do you work for?
[CUSTOMER][NEUTRAL] I work for DeSoto Memorial Hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what's your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You need my date of birth?
[AGENT][NEUTRAL] Alright, let me get your policy pulled up first. Hold on just a second.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and can I get a good call back number just in case we disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And can you verify your date of birth and address and email address?
[CUSTOMER][NEUTRAL] My, my date of birth is [PII]. My email, my actual address is [PII] and what was the last one?
[AGENT][NEUTRAL] OK, I don't show we have an email address on file. Would you like to put one on file with us?
[CUSTOMER][NEUTRAL] Sure, you could put um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I've got that added in here. And how can I help you with these policies.
[CUSTOMER][NEUTRAL] And can you tell me what plans I do have?
[AGENT][NEUTRAL] Sure, um, so we.
[CUSTOMER][NEUTRAL] I forgot, it's been a while.
[AGENT][NEUTRAL] But I'm showing you have a hospital hospital indemnity. I'm sorry.
[AGENT][NEUTRAL] And uh cancer lump sum and an accident policy.
[CUSTOMER][NEUTRAL] I didn't, I didn't get the, uh, oh, I think I was um.
[CUSTOMER][NEUTRAL] Denied the disability, correct from you guys, because of my heart issue at the time?
[AGENT][NEUTRAL] Yeah, I don't have that information. I'm sorry.
[CUSTOMER][NEUTRAL] OK. Um, can you give me my information so I can go online and fill out a couple of claims. I fell on vacation and I broke my shoulder.
[AGENT][NEUTRAL] Oh, I'm sorry to hear that. Yeah, um, your accident policy number is 244.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 51
[CUSTOMER][NEUTRAL] 244
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 5157.
[AGENT][NEUTRAL] And then the hospital indemnity is 244-517-5.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have an online service center where you can register with the information that we um verify and you can file your claims there, upload your your forms and everything on there.
[CUSTOMER][NEUTRAL] OK. Yeah, I was trying to, I didn't have any of my information like my group number, my ID or anything like, um.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] When I was going on there to do that. Is there a certain group number I need for De Soto Memorial?
[AGENT][NEUTRAL] Uh, there is a group number, but, um, when you register it, it doesn't ask for that, but the group number is 1328.
[CUSTOMER][NEUTRAL] I'm sorry, 1
[AGENT][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] 3286.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. All right, I appreciate your help.
[AGENT][NEUTRAL] And it's gonna ask for, yeah, that asks for your social, your, your date of birth and zip code and
[AGENT][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] Yeah, I got through that and then I didn't have, I thought the group number and that's why, or a policy number or something.
[AGENT][NEUTRAL] Mhm. Yeah, it, it's unusually um but um.
[CUSTOMER][NEUTRAL] But now you gave me the numbers for those too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] So, I should be, I should be good to go then. All right, honey, thank you so much. Appreciate it.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] All right, thank you for calling APO. You have a wonderful day.
[CUSTOMER][POSITIVE] Bye-bye. Thanks