AccountId: 011433970860
ContactId: b0010d2e-cb83-4b16-a643-c4a0ea5a09fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180380 ms
Total Talk Time (AGENT): 84688 ms
Total Talk Time (CUSTOMER): 61335 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/b0010d2e-cb83-4b16-a643-c4a0ea5a09fc_20250521T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um I have a question about the claim form.
[AGENT][NEUTRAL] OK, you have a question regarding a claim form, is that what you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can try and help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry, [PII]. There's an echo on our call. What was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And are you the subscriber, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your policy number?
[CUSTOMER][NEUTRAL] 2010635
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments please to get your information pulled up and I will have to verify several things with you first for security.
[AGENT][NEUTRAL] And also Miss [PII], any information that I provide for you today will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is the best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, so how can I help you today?
[CUSTOMER][NEUTRAL] Um, on the claim form, it's got section A, this is about the insured and then section B is about the patient. So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy is in my name and my husband is insured like under mine. So insured is that, go ahead.
[AGENT][NEUTRAL] OK, so you.
[AGENT][NEUTRAL] Yes, insured is you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then section B would be about your husband, if that's who you're filing the claim for.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK, and then on section E, that would all be his information and he needs to sign, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] All right. Well, you're welcome. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That, that's all I need.
[AGENT][POSITIVE] OK, Ms. [PII]. Well, thank you very much then for calling APL and I hope that you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Yes ma'am. You're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.