AccountId: 011433970860
ContactId: ea96fba6-df19-4d18-9f3a-dcedcd667ca6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289320 ms
Total Talk Time (AGENT): 125219 ms
Total Talk Time (CUSTOMER): 109299 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ea96fba6-df19-4d18-9f3a-dcedcd667ca6_20250604T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, I had filed a claim um last week and I just wanted to check status on it.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] First name [PII], last name Sister, spelled [PII], and the phone number is [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. And um what's your policy number?
[CUSTOMER][NEUTRAL] You know, I wait, so here's the thing, I don't have the coverage as of [PII], but I had it [PII] when I made the claim. Does that make sense?
[AGENT][NEUTRAL] Yeah, that's that's OK um is it all right if I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see. So one of my claims.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I do have an old policy number. Would it be the group hospitality? I mean, I have 3 different account numbers. I don't know if it would be the accident, the critical, or the group hospital indemnity group, um, policy number.
[AGENT][NEUTRAL] Um, I can look it up for the claim, um, just either policy number is fine and then I can search the others.
[CUSTOMER][NEUTRAL] OK, just one second.
[CUSTOMER][NEUTRAL] Let's see, I'll give you policy number 249.
[CUSTOMER][NEUTRAL] 8660
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You said you submitted a claim last week?
[CUSTOMER][NEUTRAL] I submitted a claim on [PII] uh for myself a mammogram and my daughter for an urgent care visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So on your hospital indemnity plan, I am showing
[AGENT][NEUTRAL] That there was a claim that was sent, um, it's currently being processed, so I don't have a claim number. Um, all I can see that is that it's being processed, so we've got that one.
[AGENT][NEUTRAL] And then let me check. You said you had another one for you and your daughter?
[CUSTOMER][NEUTRAL] I had one for my daughter, uh, brought her to urgent care for an accident on her, her foot.
[CUSTOMER][NEUTRAL] Would that be under the group accident?
[AGENT][NEUTRAL] Um, let me look at that.
[CUSTOMER][NEUTRAL] Or would you be able to still see that one anyway?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, cause it looks like you actually are still active until um.
[AGENT][NEUTRAL] Oh, no. Yeah, you, you were right. Um, it lapsed on the first. Let me see. It wouldn't be on your hospital entity because we're not showing your daughter on there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, and I received the text shortly after I submitted both of them that both of them were received, but of course I lost the I deleted the text without thinking.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Uh, and what's your daughter's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. So it looks like that would be
[AGENT][NEUTRAL] Under your group accident policy.
[AGENT][NEUTRAL] And that claim is also being processed. You said, you said you sent them all last week, right? So the end of May.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I send them yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, OK. Yeah, it looks like they're currently being um processed, so I would give it, um.
[AGENT][NEUTRAL] I would allow 7 to 10 business days from the time you submitted it um just because we review all of the documents that are sent, um, so I'd give us some time on that um if you would like, you can call back the end of this week or beginning of next week and check the status of that um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll probably call the beginning of next week. OK, sounds good.
[AGENT][NEUTRAL] Yeah, yeah, but they are being processed.
[CUSTOMER][POSITIVE] Great thank you so much.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye