AccountId: 011433970860
ContactId: df91f779-ff1d-4af4-ad9e-6eef8a751718
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162179 ms
Total Talk Time (AGENT): 64069 ms
Total Talk Time (CUSTOMER): 83224 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/df91f779-ff1d-4af4-ad9e-6eef8a751718_20250221T15:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling the APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm with Fidelity Benefits Brokerage. Um, I'm calling to see if insured reported her disability coverage. Can you help me with that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can help you with that, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And do you have the patient's, I mean the employee's policy number or do we need to look her up by name or social?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I have a social. It's [PII].
[AGENT][NEUTRAL] And the name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEGATIVE] No, ma'am, she did not.
[CUSTOMER][NEUTRAL] OK, that's what I was thinking.
[CUSTOMER][NEUTRAL] Did she have a claim with you guys recently that just ended?
[AGENT][NEUTRAL] Let's take a look at that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She, well, we just paid a claim.
[AGENT][NEUTRAL] In February, but that was for [PII].
[CUSTOMER][NEUTRAL] Uh, OK, so that was for like she filed it late or something, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And that did max out her benefits.
[CUSTOMER][NEUTRAL] It did and when was the last um paid through date like her disability dates?
[AGENT][NEUTRAL] For the disability?
[CUSTOMER][NEUTRAL] Mhm I guess that's what it was for was it for disability claim? I just assumed, OK.
[AGENT][NEUTRAL] It was.
[AGENT][NEUTRAL] And it, it was through [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so way long ago, so odd. OK, you never know what comes out of their mouths. I just wanna make sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's very true, [PII].
[AGENT][NEUTRAL] You're like, OK, so I hear what you're saying, but let me check it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I know I was like this is not sounding right, so let me go to the source.
[AGENT][NEUTRAL] That's right. Well, that's your, you know, it's so hard to understand insurance anyway, so.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] I know it's like a whole new language out there. All right, I appreciate your help, [PII].
[AGENT][NEUTRAL] It is.
[AGENT][POSITIVE] My pleasure, [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it thank you so much bye bye.
[AGENT][POSITIVE] Um, thank you, [PII] for calling APO. You have a lovely weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.