AccountId: 011433970860
ContactId: a6d93266-d775-4668-be46-9e2382b271b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313670 ms
Total Talk Time (AGENT): 106055 ms
Total Talk Time (CUSTOMER): 143781 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/a6d93266-d775-4668-be46-9e2382b271b1_20250320T17:58_UTC.wav
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[CUSTOMER][POSITIVE] So say we were asked for memories, but we actually created a bunch of memories.
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and um
[CUSTOMER][NEUTRAL] I have 2 through my employer, I have 2, I, OK, I'll back up. I was just released from the hospital last week.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, and I have two policies through my employer that I don't know if, um, if this, you know, if it's something I can put a claim towards or not, and that is, um, a, uh, Chu Hospital plan one.
[CUSTOMER][NEUTRAL] And a chub, um.
[CUSTOMER][NEUTRAL] Short term disability 3 months.
[CUSTOMER][NEUTRAL] So how would I know if I.
[AGENT][NEUTRAL] OK. All right, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I can help you with your benefits. Um, can you please give me one of the policy numbers?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK, hold on one second. Let me see.
[CUSTOMER][NEUTRAL] Cause I never got like a card or anything.
[AGENT][NEUTRAL] If you don't know, I can look at.
[AGENT][NEUTRAL] That's OK if you don't know what I.
[CUSTOMER][NEUTRAL] If I look on the um
[CUSTOMER][NEUTRAL] You're kind of breaking up some.
[AGENT][NEUTRAL] I'm sorry. If, if you don't know your policy number, I can look it up with your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Let me look your policies up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I think I have found you. Can you please verify your date of birth for me, ma'am?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address?
[AGENT][NEUTRAL] Phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] The address is [PII] and the email address is [PII].
[AGENT][NEUTRAL] OK thank you and one last verification can you give me your phone number?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][POSITIVE] Thank you and if we should get disconnected is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, perfect. Alright, so the only policy I show that you have with us is your medical gap insurance.
[AGENT][NEUTRAL] Uh, it's a gap policy that helps with deductible, co-pay, and co-insurance, and this is just to verify your benefits. It's not a guarantee of payment. You have, um, and you just said that you were inpatient. You have an inpatient calendar your benefit amount of $30,000 for hospital stays for 18 hours or more.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, they have the um.
[CUSTOMER][NEUTRAL] So I, I ended up being in 3 hospitals.
[CUSTOMER][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] My the surgeon.
[CUSTOMER][NEUTRAL] Actually was out of a 4th hospital. But I believe they all have the information. So they should be, they'll submit it with my primary um insurance and then they'll uh take it through you. So the, the chub would be something else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That would be somebody else I'll have to contact.
[AGENT][NEUTRAL] Right. Chu is not something I'm familiar. Yes, correct, ma'am. Um, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right then thank you very much. I appreciate your help and if I have any other questions I'll call back, OK?
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Yes ma'am, please do and thank you for calling APR today, Miss [PII]. You have a good day bye bye.
[CUSTOMER][POSITIVE] Thank you. Goodbye.
[CUSTOMER][NEUTRAL] OK.