AccountId: 011433970860
ContactId: db520428-1591-45b4-a087-1ad82f8e57a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241910 ms
Total Talk Time (AGENT): 85891 ms
Total Talk Time (CUSTOMER): 65720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/db520428-1591-45b4-a087-1ad82f8e57a9_20250527T20:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes I was calling because I, I, uh, I have surgery, uh, tomorrow, and I know um I got medical down for y'all and.
[CUSTOMER][NEUTRAL] I know a lady told me if I have surgery, they'll pay me for the day that I'm out.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEGATIVE] Um, I think when I was at the, uh, ER, the lady, she never gave my card back.
[AGENT][NEUTRAL] OK, I can look it up.
[CUSTOMER][NEUTRAL] But I have my
[AGENT][NEUTRAL] Last name or social?
[CUSTOMER][NEUTRAL] You said you could
[CUSTOMER][NEUTRAL] Oh, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me, yeah, I'm, I'm pulling it up. What was your name, first and last name?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then you're checking on your policy to see what it would pay for surgery or?
[CUSTOMER][NEUTRAL] Yeah, yes, uh, she told me if I'll be out in a couple of days they'll pay me for but I think it was only $50 but I was just trying to make sure.
[CUSTOMER][NEUTRAL] Cause I have surgery tomorrow.
[AGENT][NEUTRAL] Uh, let me see. So I don't, I don't show you have like a short term disability policy.
[AGENT][NEUTRAL] You've got a dental policy, a group term life, and then a hospital indemnity.
[AGENT][NEUTRAL] So the, so your dental policy.
[CUSTOMER][NEUTRAL] Yeah, with the hospital
[AGENT][NEUTRAL] Um, the hospital indemnity.
[AGENT][NEUTRAL] Let me pull that up.
[AGENT][NEUTRAL] Can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's your address and email address?
[CUSTOMER][NEUTRAL] [PII]. My email address is [PII].
[AGENT][NEUTRAL] And what was the city and state for your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's your telephone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, so let me pull up what that policy covers.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, this is not a guarantee of payment. It's a basic outline of the policy. So your hospital indemnity policy just pays for certain things like if you're admitted to the hospital, um, it will pay for intensive care, it pays for, so it pays for medical expenses. So,
[AGENT][NEUTRAL] it's not gonna like replace your income if you're off work.
[AGENT][NEUTRAL] It, yeah, pays for certain medical expenses.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just want to check and see.
[AGENT][NEUTRAL] Yeah, I don't show a short term disability policy um on file, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, is it?
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you.