AccountId: 011433970860
ContactId: efda5926-8002-4d30-aa39-796be02cc2a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296000 ms
Total Talk Time (AGENT): 122003 ms
Total Talk Time (CUSTOMER): 98044 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/efda5926-8002-4d30-aa39-796be02cc2a7_20250212T19:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I'm trying to see, I'm having a knee replacement if my accidental insurance is gonna, uh, cover that.
[AGENT][NEUTRAL] OK, I can check on it. And the knee replacement is due to an accident?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I don't know what y'all, uh, arthritis and getting old.
[AGENT][NEUTRAL] OK, let's see what we can do. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Oh, hold on. No, I don't have my insurance card with me. I'm at work.
[AGENT][NEUTRAL] OK. Uh let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, I'm still searching. Bear with me.
[AGENT][NEUTRAL] What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] But we can put.
[CUSTOMER][NEUTRAL] You can press that
[CUSTOMER][NEUTRAL] But like.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] didn't know
[AGENT][NEUTRAL] All right. OK, here it is. Um, I need to verify your date of birth and the email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Then my email is [PII].
[AGENT][NEUTRAL] OK, what is
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that's what we have. Thank you, Mr. [PII]. All right, um, so let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this particular policy um has surgical benefits, but it, it will only be considered if it's due to an accident. If it's due to sickness, illness, it will not cover.
[CUSTOMER][NEUTRAL] Like that
[CUSTOMER][NEUTRAL] Oh, so like if I, if I fail on that call, so that would be covered, correct?
[AGENT][NEUTRAL] Correct, yes. If you had a car accident, an accident, if you fell down, if anything happened to you and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, like a trip.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, like I tripped, I tripped in in the fence pole hole in the yard, well, I fell into it.
[AGENT][NEUTRAL] Oh, yeah. Yeah, that, that will be, uh, if it's considered an accident, then you, you would have to go to the clinic or to the hospital after the accident and report it as an accident. And then after that, if they say like in a couple of months, oh, you know what, we need to do surgery, then it will be considered. But if you did not go after the, the accident and it was not fine during that accident, then it will not be considered under the accident policy.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Oh wow. Oh, OK.
[AGENT][NEUTRAL] Mhm. Yeah, I had been due to an accident, yeah.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Right, well, yeah, but that's, man, cause I didn't go to the, the ER and then I went to a doctor like two weeks later.
[AGENT][NEGATIVE] Yeah, yeah, 2 weeks later, it's, it's, yeah, it's too long. You have 24 to 48 hours to seek help for an accident. Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, I was
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. So, all right, all right. So I got 24, right, that 24 to 48 hours.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] I think the most is 72 hours, which is like a couple of days. You cannot pass a couple of days. Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that'll do it.
[AGENT][POSITIVE] All right, well thank you for calling APL. You too, bye-bye.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] Uh bye bye.