AccountId: 011433970860
ContactId: e7c6e744-e1ff-4882-afc5-8f8456efad84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251169 ms
Total Talk Time (AGENT): 127675 ms
Total Talk Time (CUSTOMER): 74486 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e7c6e744-e1ff-4882-afc5-8f8456efad84_20250106T20:52_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] so so.
[CUSTOMER][NEUTRAL] Oh, yes, ma'am. I received a, um, a letter today from you guys, um, with the policy number, group number, but could you tell me a little bit about it cause I don't, I don't know, like, uh, I don't remember signing up for anything with you guys.
[AGENT][POSITIVE] Oh OK well I can help you with your benefits sir can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, [PII], um, callback number is [PII].
[AGENT][NEUTRAL] OK, and then what is the policy number that's on the letter?
[CUSTOMER][NEUTRAL] It is 02583015.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then I'll also need for you for security reasons to verify your address, the phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, the email, I'm again, I'm not, I don't know what email would it be, my email or my wife's, um, either [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verifying the policy for me. Um, let me look and see, um.
[AGENT][NEUTRAL] OK, this is a hospital indemnity plan that was taken out through your employer AOS PEO FedEx.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And yes sir and your effective date is [PII] with the policy. It's a hospital indemnity plan that helps if you ever need to go into the hospital.
[CUSTOMER][NEUTRAL] Oh, OK. You're only for hospital?
[AGENT][NEUTRAL] Well, um, and this is just to verify coverage. It's not a guarantee of payment, so you have a hospital admission benefit one day per calendar year that pays $3000 if you go in the hospital, and you also have a hospital confinement benefit. You get 60 days per calendar year and it pays $250 a day. You also have intensive care benefits.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] You have rehabilitation benefits, accident or surgery benefits. You have outpatient accident treatment in an emergency room.
[AGENT][NEUTRAL] Uh urgent care center or a physician's office.
[AGENT][NEUTRAL] And you have a routine health screening benefits. You also have critical illness benefit.
[AGENT][NEUTRAL] On this policy, all of those benefits on this one plan.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Um, yeah, I don't get anything like in the, in the mail, uh, with that, with that information, but, OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're very welcome, um, and then you're also just just to let you know you're set up to be payroll deducted for the policy through your employer.
[CUSTOMER][POSITIVE] Oh, OK, OK, sounds good thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, [PII]. You have a blessed day and thanks for calling APL, sir.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm.