AccountId: 011433970860
ContactId: a5b9f7f8-8cff-49bb-bacd-f4f75d382638
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233679 ms
Total Talk Time (AGENT): 85510 ms
Total Talk Time (CUSTOMER): 99798 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a5b9f7f8-8cff-49bb-bacd-f4f75d382638_20250128T23:01_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, my name is [PII]
[AGENT][NEUTRAL] Hi, sorry, I'm not sure what happened.
[CUSTOMER][NEUTRAL] I know you picked up I was like hello hello.
[AGENT][NEUTRAL] Yeah, I'm sorry. I'm just yapping away like what is going on? Sorry.
[CUSTOMER][POSITIVE] That's OK, no worries, no worries. My name is [PII].
[AGENT][NEUTRAL] What did you say your name is?
[AGENT][POSITIVE] OK, what can we help you with today?
[CUSTOMER][NEUTRAL] I am OK. I am calling because I, I currently have a claim into my um ademnity account and I needed to get that verified because I understand one of the claims that we submitted was deleted.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh, OK, yeah, we can check on that claim um really quick or if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] I will give you my cell phone. It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I do not. Let me see if it's on my email. Hold on, I don't think it is.
[AGENT][NEUTRAL] Sure, um, if not, if it's easier I can search just using your social.
[CUSTOMER][NEUTRAL] OK, no, it is not on my email.
[AGENT][NEUTRAL] OK, I can just start choosing your social.
[CUSTOMER][NEUTRAL] I'm sorry, my social OK it is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, [PII], what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do believe I found you, um, just gonna verify some information. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then 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] You
[CUSTOMER][NEUTRAL] Uh, [PII]. excuse me, [PII].
[AGENT][NEUTRAL] Perfect thank you so much for verifying all of that information. OK, let's take a look here. I do see a couple of claims and there is a piece that is still being processed right now so bear with me just a moment, let me take a look here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because he was in the hospital at Clovis, the Clovis Plains Regional Medical Center.
[CUSTOMER][NEUTRAL] And then he was transferred from [PII] to [PII].
[AGENT][NEUTRAL] Oh, this wasn't for you?
[CUSTOMER][NEUTRAL] No, this is for my husband, and he is on my account.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't see him under your hospital indemnity account. I only see you listed here.
[AGENT][NEUTRAL] You do have, let's see.
[AGENT][NEUTRAL] Yeah, the only policy you have with us that's active is the hospital indemnity and you are the only member that I'm seeing.
[CUSTOMER][NEUTRAL] OK then I need to get that check because he was added to my account whenever we did open enrollment.
[AGENT][NEUTRAL] Hello, are you still there?
[CUSTOMER][NEGATIVE] I am I'm, I think we're kind of losing you in and out.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] [PII], are you still there? Can you hear me?
[CUSTOMER][NEUTRAL] I am. I can hear you can you hear me?
[CUSTOMER][NEUTRAL] No.