AccountId: 011433970860
ContactId: cfcd0320-621e-45bd-b935-214b1d2eda32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310929 ms
Total Talk Time (AGENT): 107944 ms
Total Talk Time (CUSTOMER): 107590 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/cfcd0320-621e-45bd-b935-214b1d2eda32_20250605T21:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hi, I wanted help filing a claim.
[AGENT][NEUTRAL] OK, I can help you file a claim. Um, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and a good callback number?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Uh, my policy number, where can I find that?
[AGENT][NEUTRAL] Um, do you have an ID card?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] I think, hold on, I think I have.
[CUSTOMER][NEUTRAL] Like on my insurance card, you mean?
[AGENT][NEUTRAL] Other
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it should say policy certificate number, um.
[CUSTOMER][NEUTRAL] OK, give me one second, yeah.
[AGENT][POSITIVE] That's probably the best way, that's probably the number one I can find.
[CUSTOMER][NEUTRAL] I have an identification number.
[AGENT][NEUTRAL] Um, does it just say, uh, member ID number or does it say policy number?
[CUSTOMER][NEUTRAL] No, it just says identification number.
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] So I guess like it's Z as in zoo.
[CUSTOMER][NEUTRAL] G
[CUSTOMER][NEUTRAL] As in goat, P as in Paul.
[CUSTOMER][NEUTRAL] 81
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] 73
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. That doesn't sound like one of our policy numbers. Um, is it alright if I look you up by your social?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, and what is that?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you the primary insured?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I wasn't able to find you from that and it says APL on the card, correct?
[CUSTOMER][NEUTRAL] It says what? I'm sorry?
[AGENT][NEUTRAL] APL?
[CUSTOMER][NEUTRAL] Uh, no. Um, so I did my
[CUSTOMER][NEUTRAL] I did my uh short term disability with Lincoln Financial.
[CUSTOMER][NEUTRAL] And then my HR gave me uh this phone number to file my hospital.
[CUSTOMER][NEUTRAL] I don't know how to pronounce that word, indenimmity, yeah.
[AGENT][NEUTRAL] Indemnity
[AGENT][NEUTRAL] Indemnity claim.
[AGENT][NEUTRAL] Um, so does the card say, um,
[AGENT][NEUTRAL] Did you say Lincoln?
[CUSTOMER][NEUTRAL] Yeah, Lincoln Financial.
[AGENT][NEUTRAL] Yeah that's not um that isn't through us and I'm not able to pull you up by your social or by your first name.
[AGENT][NEUTRAL] Um, I would call your employer back and ask um if there, if you have an APL policy through APL, I'm sorry, a hospital indemnity policy through APL, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I'm not able to pull you up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Does it have a group number on the policy card?
[CUSTOMER][NEUTRAL] No, I don't, I don't have a, a policy card.
[AGENT][NEUTRAL] OK, um, yeah, you'll want to call your employer, uh, I don't know.
[AGENT][NEUTRAL] I'm not able to pull you up so let them know that you did call APL and we we're not able to pull you up um and see if they have another company.
[AGENT][NEUTRAL] For your hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK, so you guys are APL.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, OK. Let me just check real quick here on my.
[CUSTOMER][POSITIVE] On my benefits.
[CUSTOMER][NEUTRAL] So you're different from Lincoln Financial?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Yes, OK. OK, let me try to get in contact with them then.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] OK, I'm so sorry about that. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.