AccountId: 011433970860
ContactId: c64e6cd9-66ed-496e-952c-9c78753a364c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282320 ms
Total Talk Time (AGENT): 103464 ms
Total Talk Time (CUSTOMER): 58135 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c64e6cd9-66ed-496e-952c-9c78753a364c_20250117T20:14_UTC.wav
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[CUSTOMER][NEUTRAL] The agreement that he was going to take.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I am checking to see what the uh benefit is for renal failure.
[AGENT][POSITIVE] OK, I'm happy to take a look at the policy. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, ma'am. You need my social?
[AGENT][NEUTRAL] Yeah, I can take a look by that or your name, either one.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Alright thank you just that let me take a look here.
[AGENT][NEUTRAL] And your first name to confirm is [PII]?
[CUSTOMER][NEUTRAL] No, no, ma'am. It's [PII].
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] May I please have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify the address on file with us?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Looks like the email address on file is [PII]. Is that still a good email for you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, let me just pull this policy and I'll be happy to go over that with you here just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so the plan says that end-stage renal failure for the insured pays out a benefit amount of $20,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need me to check anything else?
[CUSTOMER][NEUTRAL] OK, so what type
[CUSTOMER][NEUTRAL] Uh, OK. Um.
[CUSTOMER][NEUTRAL] So he's in stage 4. So I, I need to get the doctor to uh
[CUSTOMER][NEUTRAL] Um, complete paperwork or you need a certain thing from the doctor.
[AGENT][NEUTRAL] Yeah, so we would need a claim form filled out and then documentation uh to support that and I can send that to you to that email address if that's easiest for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, and go ahead and give me the um the uh policy number.
[AGENT][POSITIVE] Yes ma'am, absolutely. So are you ready for that?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And that's gonna be 02.
[AGENT][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 18.
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when the claim form comes to your email, the very first page will be a list of just everything that needs to be included with that claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So it should have complete instructions on there as far as what you'll uh wanna send with and then if you have any questions or concerns, of course, just feel free to call us, we're always happy to help.
[CUSTOMER][POSITIVE] OK, I appreciate you. What's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[AGENT][POSITIVE] Yeah, my pleasure because you have a nice rest of your day.
[CUSTOMER][NEGATIVE] You too dear bye bye.
[AGENT][NEUTRAL] Um, bye-bye.
[CUSTOMER][NEUTRAL] I'm