AccountId: 011433970860
ContactId: cdcc1deb-3ced-45b2-aef1-f502dfebb601
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 598260 ms
Total Talk Time (AGENT): 130778 ms
Total Talk Time (CUSTOMER): 181850 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/cdcc1deb-3ced-45b2-aef1-f502dfebb601_20250220T21:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I've been with y'all for many years.
[CUSTOMER][NEGATIVE] What I'm calling about is I, I have a client saying that happened in, in uh this last November um [PII]. I broke my leg. I've been going through a lot of stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And uh what my question, I need a form so I can file it under, I'll be filing under age [PII] because I turned [PII] afterwards, quite a bit afterwards. So, anyhow, but what I wanna ask you is, all right, I'm still going, I'm going to physical therapy now. I've had all kinds of problems. It is that cover on this?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, we can definitely take a look for you, [PII]. What's that policy number?
[CUSTOMER][NEUTRAL] OK, let me see, it's not on this. I don't think let me look.
[CUSTOMER][NEUTRAL] See if something else I might look on something.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Could be on the sheep. I know it's on the original point like ships on it.
[CUSTOMER][NEUTRAL] Might be on me.
[CUSTOMER][NEUTRAL] Policy number, yeah, here it is.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 00086041
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I think I gave you the cancer one.
[AGENT][NEUTRAL] Yeah, well, it looks like it may be too many numbers. It's not coming up here, um.
[CUSTOMER][NEGATIVE] I think I gave you the cancer one. It says cancer on here. I think it's on the wrong one. Let me see if this other one has it on there.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] There's so many papers, it's hard to tell.
[AGENT][NEUTRAL] That's OK if we can't find it, I can always just search by your name too. I'm gonna try search in a different way.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, y'all got, I don't know why you got [PII] on this. It should be under [PII], but
[AGENT][NEUTRAL] [PII], how do you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I think I found you here.
[AGENT][NEUTRAL] Um, can I just verify your date of birth and then address, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] Thank you so much, [PII] and
[CUSTOMER][NEUTRAL] [PII]. I don't know.
[AGENT][NEUTRAL] That's OK, no worries, and then the [PII], is that still a good email for you?
[CUSTOMER][NEUTRAL] Mhm, that's it.
[AGENT][POSITIVE] Great. OK.
[AGENT][NEUTRAL] I need to see if physical therapy is covered. Let me pull up the policy and check and see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm scrolling through this policy here [PII] to see if I see anything for the physical therapy. I appreciate your patience.
[CUSTOMER][NEUTRAL] Part of it right
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] But you have.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, OK, so I haven't seen anything as of yet.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Look like they can do it where you can put the computer right quick and find out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] That wouldn't do for me because I can't work the computer very good.
[CUSTOMER][NEUTRAL] It can be.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] and you should be wearing a 9.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, so it looks like a lot of this on here um is if you were like in confined to like a hospital or like any sort of like intensive care or if there was like an ambulance, but.
[CUSTOMER][NEUTRAL] That that is.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What about
[CUSTOMER][NEUTRAL] Yeah, forgot um but what about a nursing facility skills? A nur what was it called? A nursing.
[CUSTOMER][NEUTRAL] The skilled nurses, yeah, skilled nurses and I was in one for 8 days, so I didn't know if that counted either.
[AGENT][NEUTRAL] Just like a facility, let's see.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes, that looks like would be covered because under hospital institution.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um, it does list, provides nursing services or under supervision of a registered nurse at all times. So to me that would lend to like a, yeah, um, rehabilitation.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, I haven't got that one. I haven't got that one yet, but I'll try to get, I've been asking them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But if you could send me a couple of forms to, I'll send in what I got right now.
[AGENT][POSITIVE] Yeah, absolutely. Did you want those emailed or did you want them sent to your physical address?
[CUSTOMER][POSITIVE] Just send it to my physical address. It's a lot easier for me.
[AGENT][POSITIVE] Yes, yes, ma'am, absolutely. OK. Definitely, I'll put in that request to get those sent out to you today.
[CUSTOMER][POSITIVE] OK, thank you, ma'am. You've been such a big help too. Thank you so much. You've always been good to me.
[AGENT][POSITIVE] My pleasure.
[AGENT][POSITIVE] Oh, thanks, [PII]. We appreciate you. Uh-huh, bye bye.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] All right bye bye.