AccountId: 011433970860
ContactId: ce58a7c2-c7d5-4111-8db5-83a4b5aeeb7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171339 ms
Total Talk Time (AGENT): 80984 ms
Total Talk Time (CUSTOMER): 52971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/ce58a7c2-c7d5-4111-8db5-83a4b5aeeb7d_20250214T17:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I have a couple of claims to submit. Um, I'm trying to get a fax number.
[AGENT][NEUTRAL] OK, um, let me see what type of policy you have and then I'll know where the claims need to go, but I'll be more than happy to help you with the fax number. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Thank you for that and Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, I do not have it.
[AGENT][NEUTRAL] OK, I can also look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] OK, hold on one moment I'm just waiting for the policies to populate here.
[AGENT][NEUTRAL] And would this be for your hospital indemnity policy or the accident or critical illness?
[CUSTOMER][NEUTRAL] Um, hospital, probably hospital. Uh, I went to the doctor for one visit and then I went to the ER for another.
[AGENT][NEUTRAL] OK. Probably the hospital indemnity. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So you said that you're wanting to submit the claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And um what questions did you have? Oh, the fax number, hold on one moment.
[AGENT][NEUTRAL] OK, so the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and also what is the mailing address if I need to do it that way as well?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, um, any, uh, address it to anybody in particular?
[AGENT][NEUTRAL] So for the um if you're mailing it, it'll go to APL claims department and on the fax, um it'll be attention APL claims department as well.
[CUSTOMER][POSITIVE] OK, alright, thank you very much you have a good day.
[AGENT][POSITIVE] You're very welcome. You also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you.