AccountId: 011433970860
ContactId: fbae4363-a875-4884-8d4e-3fd3e256f3f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259570 ms
Total Talk Time (AGENT): 109280 ms
Total Talk Time (CUSTOMER): 73669 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/fbae4363-a875-4884-8d4e-3fd3e256f3f2_20250319T15:55_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] Yes, um,
[CUSTOMER][NEUTRAL] My name is [PII], and I am just calling to see if I have coverage. Um, I was hospitalized and I think that I have a policy that if I was hospitalized,
[CUSTOMER][NEUTRAL] It would cover some of that. I don't know.
[AGENT][NEUTRAL] OK. Well, it's OK. I can definitely look into the policy for you and let you know um what the coverage is, um, and [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, 02394317.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[CUSTOMER][NEUTRAL] And I forgot the 3rd thing.
[CUSTOMER][NEUTRAL] That you needed
[AGENT][NEUTRAL] Um, just, that's it, your date of birth, your mailing address, and your email address.
[CUSTOMER][NEUTRAL] OK. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment and
[AGENT][NEUTRAL] Hold on one moment. Let me take a look. Do you mind if I place you on just a brief hold? I'm just looking at the policy.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You know what, let me do this because she's holding and that's time management. Let's go. Where's my.
[AGENT][NEUTRAL] And go back here.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Uh, no, I didn't.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you so much for holding. So I'm actually showing that the policy is no longer active. It was effective from [PII], but depending on when you were hospitalized, if it was active, you could still file the claim. If it was after [PII], you wouldn't be able to though.
[CUSTOMER][NEUTRAL] Um, no, I thought that I renewed it again this year. I'll have to look back at my policy then.
[AGENT][NEUTRAL] Oh, OK. Now, if you do um see that you are is supposed to be um active, reach out to your HR department because it has to come to us in writing. So reach out to your HR department and let them know, you know, you called us and you found out that it wasn't active and it's supposed to be and depending on if we need to reinstate it or, you know, we can handle it at that time and get you back um active.
[CUSTOMER][NEUTRAL] OK, I will, we're on spring break right now, so I'll wait till Monday where I can call human resources and ask them.
[AGENT][NEUTRAL] Yes, OK. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling API. You're welcome. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.