AccountId: 011433970860
ContactId: ee234340-a8a0-4083-a28f-66eb1a9fa64f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266609 ms
Total Talk Time (AGENT): 61395 ms
Total Talk Time (CUSTOMER): 76300 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/ee234340-a8a0-4083-a28f-66eb1a9fa64f_20250228T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Um, so, um, my wife recently sprained her ankle. Um, we went to an urgent care on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says that it wasn't covered because it was noted as accident or injury, but um when I looked on what benefits we had, it says we have group accidents.
[AGENT][POSITIVE] Well, I'll be happy to check that for you. Do you happen to have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, give me just a minute to pull it back up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, so,
[CUSTOMER][NEUTRAL] It ran it as.
[CUSTOMER][NEUTRAL] 02545076
[CUSTOMER][NEUTRAL] Which that's my
[CUSTOMER][NEUTRAL] Group hospital, but I do have group accident, which is 254-507-7.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I apologize, can you verify your current, your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you, sir. And a good callback number in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and that was for data service [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Bear with me just one second.
[AGENT][NEUTRAL] Give me just one second, I'm checking on that.
[AGENT][NEUTRAL] OK, yeah, I do see you have an active accident policy. What we will do is we will get this claim um processed on the accident policy.
[CUSTOMER][NEUTRAL] All right, cause looking on it now, I'm seeing that it says I don't have an ID card issued for group accident, so I had no way of getting them to run it through my group accident policy.
[AGENT][NEUTRAL] Yes, that's that you're right, there's no um card for the group accident policy, but we'll get that moved that claim moved to your accident policy and get it reprocessed.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] It's my pleasure. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Mr. [PII], thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.