AccountId: 011433970860
ContactId: f0aa434c-5f4d-4348-8b2f-af9c0cee2047
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289700 ms
Total Talk Time (AGENT): 86595 ms
Total Talk Time (CUSTOMER): 143841 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/f0aa434c-5f4d-4348-8b2f-af9c0cee2047_20250430T19:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII], and um I have a policy for hospital indemnity through APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't think I have created a user or anything. I tried and they told me that they couldn't find me. Um, what information can I provide to you to help us out?
[AGENT][NEUTRAL] OK. Do you
[AGENT][NEUTRAL] All right. Do you know your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and what was your name again? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII] My last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And, um, I, I have a policy through my employer. I mean, I don't know if that information can help you. It's uh Louisiana Citizens Property Insurance Corporation.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a moment, and can I get a good callback number just in case we're disconnected while it's pulling up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what, what did you say that your employer's name was?
[CUSTOMER][NEUTRAL] Uh, Louisiana citizens.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Property Insurance Corporation.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hey you too. I'm on the phone. Would you stop? Sorry, my dogs.
[AGENT][NEUTRAL] And your last name again?
[AGENT][NEUTRAL] Oh, I, I found it.
[CUSTOMER][POSITIVE] Uh, signs, there we go, good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind verifying your date of birth and your address for me please?
[CUSTOMER][NEUTRAL] Sure. It's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] OK, and your email address that you're using when you um register.
[CUSTOMER][NEUTRAL] Um, the email should be [PII].
[AGENT][NEUTRAL] OK, we've got [PII]. Um, let me get that changed for you.
[CUSTOMER][POSITIVE] [PII], actually, no, [PII] I'm sorry. [PII] is, is actually the good one.
[AGENT][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] [PII] uh oh.
[CUSTOMER][NEUTRAL] [PII]. No, no, no, [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have that changed for you, uh, if you wanna try to register again, uh, with that information.
[CUSTOMER][NEUTRAL] OK, well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yeah, no problem. I can try. Let me ask you something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I am trying to uh make a claim.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, my spouse and I have the benefits for the hospitalization, and we had two outpatient procedures earlier this year. So trying to, uh, submit that information.
[CUSTOMER][NEUTRAL] Uh, where on the website would I go to start the process, excuse me.
[AGENT][NEUTRAL] OK, once you register um and you go in, you should be able to click on the policy and uh it'll it'll have the instructions and everything on there to, to file your claim and upload your forms and everything.
[CUSTOMER][NEUTRAL] OK, perfect. And uh since I have you on the phone and you have my information, can you provide me with my uh member ID number?
[AGENT][NEUTRAL] Uh, sure. Your policy number is 0249.
[AGENT][NEUTRAL] 1420.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK. Well, thank you very much.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, I think, I think that'll do it for me.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][POSITIVE] All right you too. Thank you.
[AGENT][NEUTRAL] Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.