AccountId: 011433970860
ContactId: e7848957-3289-418d-815b-a1647031e432
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360750 ms
Total Talk Time (AGENT): 106064 ms
Total Talk Time (CUSTOMER): 134057 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e7848957-3289-418d-815b-a1647031e432_20250612T19:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII], and I have an uh policy with y'all, a hospitalization policy for me and my husband, and he's in the hospital currently and I was trying to get the policy number because we have misplaced the cards.
[CUSTOMER][NEUTRAL] That we had or the information the hospital needs to file on the policy.
[AGENT][NEUTRAL] OK, um, and the policy is under your name, is that right?
[CUSTOMER][NEUTRAL] Yes, it may be under [PII]. I think it, it may be [PII] or [PII], but in the policy I'm the holder and then he's under me. [PII] is his name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that uh last name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me get that looked up. Um, give me one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then you said your first name was?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my middle name is [PII]
[CUSTOMER][NEUTRAL] I'm not for sure what it's under, it's under one of those names.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, and what is your date of birth?
[CUSTOMER][NEUTRAL] [PII], yeah, [PII]. I'm so used to hearing his birthday.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, yes, looks like you've got one policy with us. It looks like there's an intensive care, coronary care policy.
[AGENT][NEUTRAL] Um, let me get
[AGENT][NEUTRAL] And can you verify your address for me, please?
[CUSTOMER][NEUTRAL] My what?
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] I misunderstood address, yes ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address.
[CUSTOMER][NEUTRAL] Oh, I think it's [PII].
[AGENT][NEUTRAL] Uh, it looks like we might have a work email.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] OK. Do you want to keep that the same or do you want to change it?
[CUSTOMER][NEUTRAL] Oh, that's fine. Yes, that's fine.
[AGENT][POSITIVE] OK, perfect. And then what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] that's my cell phone.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and let's see. So for your policy, um, there's not a card. I can give you the policy number, um, which the policy number is 571352.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK 571-352.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, the policy number.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And then do you need the information on your benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, if you don't mind.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] Um, let's see, so for your plan,
[AGENT][NEUTRAL] OK, well, that's one yeah.
[AGENT][NEUTRAL] OK, so for this policy, it pays 325 or $25 per day for days 1 through 30 in the ICU or coronary care unit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is he currently?
[CUSTOMER][NEUTRAL] See, he was in a, he was, well, no, but he was in a MICU.
[CUSTOMER][NEUTRAL] And so I would think it would cover there. He was in there for, let's see, Sunday, Monday, Tuesday for 3 days.
[CUSTOMER][NEUTRAL] Or maybe part of yeah, I think 2.5 days.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so we would just need like itemized bills that show that he was in the ICU um when submitting a claim.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right, OK, so I just need to, um, we're still in the hospital, we're in a regular room now, but, um, the ladies from admission told me just to give them, get the information, the policy number, and they can go from there with it.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's why I was calling to see and then they can just I guess y'all can just tell them whatever they need to send or whatever.
[AGENT][POSITIVE] Yeah, absolutely, yeah, we can verify the benefits that you have, yep.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][POSITIVE] OK, and he is under my plan, correct Dusty Oaks. OK, thank you, ma'am. That's all I needed.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.