AccountId: 011433970860
ContactId: c829f0fa-6541-4a01-8343-33338c4d5152
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322440 ms
Total Talk Time (AGENT): 81380 ms
Total Talk Time (CUSTOMER): 62271 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/c829f0fa-6541-4a01-8343-33338c4d5152_20250620T18:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I put in a claim, um, for a routine eye exam for me and my husband. Mine looked like it went through, but my husband, I had to do it through fax because I wasn't able to do it online and I'm trying to get a status.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, for which, which one?
[AGENT][NEUTRAL] Um, do you each have your own policy or is it under your policy, or?
[CUSTOMER][NEUTRAL] It's under my policy, but I have a group, uh, illness and an accident. Which one do I give it under?
[AGENT][NEUTRAL] Um, I can look it up under.
[AGENT][NEUTRAL] Um, you said it's a group critical illness and then an accident policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, I can look it up under your critical illness.
[CUSTOMER][NEUTRAL] OK, uh, 256-523-3.
[AGENT][NEUTRAL] OK, and what was your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, looks like we have a work email.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have a good call back in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, let me check.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Um, you said it was for routine vision though, is that right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, very critical illness. Let's see wellness but let's see.
[AGENT][NEUTRAL] routine.
[AGENT][POSITIVE] OK, so sorry about that. Thank you for holding. OK, so yes, I see the one that we got for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like we had paid $50. Did you receive that?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, and then you wanted to check on the one for your spouse?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, looks like we did get that one too, and we made a payment on.
[AGENT][NEUTRAL] Looks like 6:16. It was direct deposited?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] For how much? For 50?
[AGENT][NEUTRAL] Yes, that's correct. Uh, last three of your um account was [PII].
[CUSTOMER][NEUTRAL] OK, OK, perfect. I wasn't sure how I'm new with the sense, so I'm not sure under what plan does it fall under accidental critical is it both? I wasn't sure.
[AGENT][NEUTRAL] Yeah, critical illness, that's the one that it falls under. Yeah, sorry about that. I, my system was running slow and I was trying to make sure that I had everything pulled up correctly, so.
[CUSTOMER][POSITIVE] No worries well perfect thank you for your help I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.