AccountId: 011433970860
ContactId: aee09900-7de6-45b8-915c-e70639700fa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340079 ms
Total Talk Time (AGENT): 113272 ms
Total Talk Time (CUSTOMER): 74237 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/aee09900-7de6-45b8-915c-e70639700fa2_20250611T17:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII], and I have your accident insurance through my employer, but I had a question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does my husband went uh to the hospital on the ambulance, had a heart attack, had surgery. Would anything in that be covered?
[AGENT][NEUTRAL] Alright, let me look into your policy, [PII]. Um, first, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, is it all right? Are you the policy holder?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, um, is it all right if I look it up by your social?
[CUSTOMER][POSITIVE] Oh, absolutely.
[AGENT][NEUTRAL] OK, and what is that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Alright [PII], can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] Alright, let me see.
[AGENT][NEUTRAL] Alright, let me pull up your policy documents and I'll go ahead and look at that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just one moment.
[AGENT][NEUTRAL] Right, and this is just a verification of benefits and not a guarantee of coverage.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it looks like
[AGENT][NEUTRAL] For this um accident policy, it would need to be, cause you said he had a heart attack, correct?
[CUSTOMER][NEUTRAL] Mhm, he did.
[AGENT][NEUTRAL] I am showing that you have an accidental injury benefit, an accidental death benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like it's accidental dismemberment, accidental loss of sight. You do have an ambulance benefit and a daily hospital confinement benefit, but let me make sure.
[AGENT][NEUTRAL] That that doesn't have to be related to an accident. So give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like your hospital confinement in the ambulance is due to an accident.
[AGENT][NEUTRAL] Um, so I don't know if it would be covered under this one. let me see.
[CUSTOMER][NEGATIVE] So it won't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what
[AGENT][NEUTRAL] Yeah, and the only other policy I see that you have active with us, it looks like a cancer policy.
[CUSTOMER][NEGATIVE] OK, it's a rat.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, then I had a different question because I work for a school district and I'll be renewing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I wanted to add like critical illness or that would, because he's already had this, will it still be covered if something was to happen?
[AGENT][NEUTRAL] Um, it depends on the type of insurance that they provide you. Um, you'll need to talk with your HR reps for your employer to see what they have and what policies they have. They might have policies through us or someone else, um, but it will depend on the policy that they have available to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Well, thanks for your help.
[AGENT][POSITIVE] Great thank you so much for calling APL. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am. That's it.
[AGENT][POSITIVE] OK. Um, I hope you have a great day, OK? Mm, bye.
[CUSTOMER][POSITIVE] Thank you. Bye. You too. Bye-bye.