AccountId: 011433970860
ContactId: eb8d7938-a970-46d1-a733-8149aba4548d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225520 ms
Total Talk Time (AGENT): 69676 ms
Total Talk Time (CUSTOMER): 112163 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/eb8d7938-a970-46d1-a733-8149aba4548d_20250514T18:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Yes, my name is [PII], and I was, had a couple of questions. I'm in the middle of filling out my accidental form, and I had a couple of questions in section D.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause it's the original form.
[AGENT][NEUTRAL] OK, um, Miss [PII], what's your policy number?
[CUSTOMER][NEUTRAL] Do you need the
[CUSTOMER][NEUTRAL] It is 244-517-5.
[AGENT][NEUTRAL] OK, thank you, hold on one moment please.
[AGENT][NEUTRAL] OK. And verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, and a good call back number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you had a question about claim for. Give me one moment to pull up a form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said with a section D.
[CUSTOMER][NEUTRAL] See, yes.
[AGENT][NEUTRAL] OK, benefit claim, select the benefit or benefits for which this claim has been filed.
[CUSTOMER][NEUTRAL] Right. So, now, I'm looking at it and I try to look through my policy to help me like determine whether I'm eligible for some of these other things or not. Um, I know it's the accidental injury, cause that's what the policy is. Is it also the accidental medical expense benefit?
[CUSTOMER][NEUTRAL] Um, I have, it says appliances. I have bought braces and ice packs already. Does that include that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Then like family care. I, I live in [PII]. This happened in [PII], so my family is now taking care of me. I'm staying at their house, and they're transporting me. So I don't know if any of this could relate to these or not. That's why I wanted to call before I checked off things that I should not be.
[AGENT][NEUTRAL] Oh, I understand. Um,
[AGENT][NEUTRAL] I would say the accident medical expense benefit, uh, because your type policy doesn't have benefits for like transportation. We have dental policies that do cover
[AGENT][NEUTRAL] Some of these other, uh, like appliance or brain injury or coma or something like that. But your policy just pays like a medical expense.
[CUSTOMER][NEUTRAL] OK, I wasn't sure if there was any other within that, so I didn't wanna be checking if it didn't pertain to me anyway, so, OK.
[AGENT][NEUTRAL] Well, if you did, it wouldn't have done anything. You've been fine.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] Uh, yeah, I just wasn't sure because I'm like, well, it's on here. Let me see if it's something, because like, like I said, my sister is taking care of me 24/7 right now and uh I'm staying here and then we're driving 30, 40 minutes sometimes to the doctor, you know, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's why I figured I wasn't sure if it, it, it included it or not. OK, I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Uh, thank you for calling APL. Have a great day, Miss [PII].
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye.