AccountId: 011433970860
ContactId: e8751b09-1673-4379-89de-9341b304b0b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290000 ms
Total Talk Time (AGENT): 133805 ms
Total Talk Time (CUSTOMER): 78995 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/e8751b09-1673-4379-89de-9341b304b0b9_20250410T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have a couple of questions about my insurance, my coverage.
[AGENT][NEUTRAL] OK, I can help you with your uh questions about your policy. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] 252
[CUSTOMER][NEUTRAL] 1734.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also your address, phone number and email address that we have on the policy for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the phone number you um that you just gave me in case our call is disconnected, is that your cell phone number, Miss [PII]?
[AGENT][NEUTRAL] [PII] [PII], I'm sorry, I said your name wrong. Yes.
[CUSTOMER][NEUTRAL] It's [PII], yes.
[AGENT][NEUTRAL] OK, thank you. And what kind of questions did you have about your policy today?
[CUSTOMER][NEUTRAL] OK, I wanna confirm. I know I have the gap insurance. I want to confirm that I have the critical care insurance.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and disability as well, correct?
[AGENT][NEUTRAL] Oh, OK. I.
[AGENT][NEUTRAL] Let, let me check for you real quick.
[AGENT][NEUTRAL] Uh, you do not have the critical illness. You have your gap insurance and short-term disability.
[CUSTOMER][NEGATIVE] I, I don't, I thought I signed a critical illness.
[AGENT][NEUTRAL] I'm not showing that we have a policy for you um.
[CUSTOMER][NEUTRAL] Mm, OK, well, anyway.
[AGENT][NEUTRAL] You have short term disability also with us.
[CUSTOMER][NEUTRAL] Yeah, I thought I did a critical illness. But anyway, so that's fine. Um, can you send me, could you email me those claim forms or how can I find those claim forms?
[AGENT][NEUTRAL] Uh, let me give you our website.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] So I just get I can get it off the website.
[AGENT][NEUTRAL] Yes, I [PII].
[AGENT][NEUTRAL] And when you go on the website you'll just click on the top right corner claims and forms, and I'll have every claim form there. Now your gap insurance claim form is gonna be called Medlink M E D L I N K.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I've, I've done that one before, so I know how to find that one. I've never done the um the search on disability. And do you know, um, like, do you know, like, so for example, if I'm out like 7 days, my disability would kick in, correct? Is that the way that that's the way it goes?
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Let me check your benefits real quick and make sure.
[AGENT][NEUTRAL] It's gonna be just a second while I pulls in. OK, so and this is just to verify your benefits. It's not a guarantee of payment. It kicks in after 14 days.
[AGENT][NEUTRAL] So you'll have to be out for 14 days before the um right.
[CUSTOMER][NEUTRAL] After 14 days
[CUSTOMER][NEUTRAL] OK. So, it says it's not 7 days. I thought it was 7 days.
[AGENT][NEUTRAL] No ma'am, you have the option one plan which is 14.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then. All righty, thank you.
[AGENT][NEUTRAL] Do you have any other questions I can help you with or anything else I can?
[AGENT][NEUTRAL] Go over with you.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, I hope you have a wonderful day.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're very welcome. Thank you for calling APL.
[CUSTOMER][POSITIVE] All righty. Thank you.
[AGENT][NEUTRAL] Um, bye bye.
[CUSTOMER][POSITIVE] All righty. Bye.