AccountId: 011433970860
ContactId: c5fcf8aa-5582-4b7f-8d1e-1cd404fef523
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121910 ms
Total Talk Time (AGENT): 23760 ms
Total Talk Time (CUSTOMER): 89971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/c5fcf8aa-5582-4b7f-8d1e-1cd404fef523_20250414T17:20_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] Hey [PII], this is [PII] on the care team. How are you doing?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][POSITIVE] I'm doing good. I, I'm trying to avoid an escalation if um hospital indemnity policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] If it's in processing and they did not send, wait a minute.
[CUSTOMER][NEUTRAL] And they didn't, I'm trying to correct what a new agent uh told them.
[CUSTOMER][NEUTRAL] If it's hospital indemnity, they have a um
[CUSTOMER][NEUTRAL] They're sending in their claim form, but they've already like something's in processing. If they have something else that they want to send, but now I'm getting confused because he's talking about disability. I don't think this agent. I'm trying to see if if something has already been sent to IMA can we send them more like the claim? Do we send them more stuff if it's additional or can they then fax it to us cause he's been told that he can fax, but it's big IMA so I'm trying to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Make sure I give him the right information this go wrong.
[AGENT][NEUTRAL] So they will request additional information on the claim or he just trying to submit additional documents?
[CUSTOMER][NEUTRAL] What I'm about to do, let me, can I give you the um policy number?
[AGENT][NEUTRAL] Yeah, what's the policy number?
[CUSTOMER][NEUTRAL] It's 259-799-992.
[CUSTOMER][NEUTRAL] But he's wanting disability.
[AGENT][NEUTRAL] So this is on [PII].
[AGENT][NEUTRAL] Thick bone
[CUSTOMER][NEUTRAL] So that's why she told them. Mhm.
[CUSTOMER][POSITIVE] You know what, I'm good.
[AGENT][POSITIVE] OK, you got it.
[CUSTOMER][NEUTRAL] I got it because he gave hustle indemnity, but he was talking to the rep about disability, so that's why she said the facts because I got it now. I just wanted to make sure cause he's getting upset and I don't want him to, you know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] That makes sense.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] I don't, I don't want him to go there. OK, thank you.
[AGENT][POSITIVE] Mm, you're welcome.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Bye-bye.