AccountId: 011433970860
ContactId: a0c7bdea-156f-4866-90c7-3cb6453a53df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324160 ms
Total Talk Time (AGENT): 176042 ms
Total Talk Time (CUSTOMER): 102224 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a0c7bdea-156f-4866-90c7-3cb6453a53df_20250203T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi yes my name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I'm calling because I received the letter but I left a letter at home and I'm, I'm not working and it said that I had exhausted my funds or something and I don't understand because I mean you all only paid like $150 150 dollars so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so how does this work and what all do you pay for?
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Let me see if I can.
[CUSTOMER][POSITIVE] Because I'm really new with you all.
[AGENT][NEUTRAL] OK, yes ma'am. Well, let me see if I can pull up your policy. Um, do you happen to have your policy number with you?
[CUSTOMER][NEUTRAL] Hold on, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, is it 02566205?
[AGENT][NEUTRAL] Let's see, yes ma'am, that looks like it um so let me verify some information real quick, um, can you verify your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your address and your email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, um, and we have a PO box on file. Is that still correct, the PO box? OK.
[CUSTOMER][NEUTRAL] Yeah, 191.
[AGENT][NEUTRAL] Alright, thank you Miss [PII] and your phone number, um, it looks like the one that we have in the system matches the one you're calling from, so just to confirm that's still a good number for you, right?
[CUSTOMER][NEUTRAL] He is.
[AGENT][NEUTRAL] OK, thank you for that information so let me look at your policy, um.
[AGENT][NEUTRAL] So it shows this is for a hospital indemnity policy and I know you were calling about a letter that you received saying something about that you had exhausted funds.
[CUSTOMER][NEUTRAL] Yes, from date to date, I guess maybe that was for the month. I'm not sure. I, because like I say, I'm new. I'm just trying to understand because I may have to go with someone else because me as a [PII] woman, I have to go to the doctor and be checked.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] Yes ma'am, let me see if I can pull up that letter I'm not sure um if it might have been in response to claims. I might have to reach out to the claims department and see if that's something they can pull up um let me just see what I can see here on my end.
[AGENT][NEUTRAL] OK, I don't see, um, I don't see a letter here on my end um let me see if I can get you over to um our claims department do you know um.
[CUSTOMER][NEUTRAL] OK, before, before you transfer me.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What all do you all pay? I mean, and can I go to the doctor every month?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's actually gonna be a question for our claims department too. They'd be able to look at your benefits and they can explain your benefits to you as far as what your policy will cover, um.
[AGENT][NEUTRAL] And so they should be able to give you that information. I'll let them know that that's um a question that you have OK?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, um, so let me go ahead and get you over to claims, um, and is there anything else that I can help you with before I transfer you?
[CUSTOMER][NEGATIVE] I guess I need to talk to clients. I mean, because you can't help me with nothing I want so far.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, well I just wanted to make sure so let me go ahead and get you over to claims if you'll just hold on the line for me OK?
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Um, hey, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good, [PII]. How are you doing this morning?
[AGENT][POSITIVE] Good. I'm doing good, thank you. Um, so I hope you can help this lady on the phone. Um, her name is [PII] and her policy number is 256-6205.
[AGENT][NEUTRAL] And I did verify her information and so she's calling because she received a letter and she didn't, she doesn't have the letter with her but she said that it said something about she had exhausted funds. Now I tried to look up a letter here like on the customer service side and I couldn't find anything so I don't know if it could be in response to maybe like something claims related. She does also, OK, she does also want to know what her policy covers and how often she can go to the doctor.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][POSITIVE] Perfect. I would be more than happy to assist her and did, is her callback number the number on file?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It is, yes, it is.
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. It would be my pleasure too, sister. Have a great day.
[AGENT][POSITIVE] OK, no problem, thank you so much, [PII] you too, here she comes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.