AccountId: 011433970860
ContactId: fc16f70e-79e9-4290-a1aa-4d3325de0437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230000 ms
Total Talk Time (AGENT): 94274 ms
Total Talk Time (CUSTOMER): 103972 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/fc16f70e-79e9-4290-a1aa-4d3325de0437_20250430T14:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, I'm trying to find out what our hospital indemnity benefit is. Um, I have my group number and my policy number.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. My husband is the insured [PII].
[AGENT][NEUTRAL] Mm. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] OK, the policy number is.
[CUSTOMER][NEUTRAL] 02572245
[AGENT][NEUTRAL] OK. Thank you. For security, may I have your date of birth and mailing address?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. His date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, mailing address is [PII]. We have some claims that are out there that have been filed through his company, but I'm trying to file another claim through State Farm and it's asking if we have hospital income and what the benefit is, and I have no idea what this benefit pays a day in the hospital.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. I can give you that. Let me go ahead and give you an information, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer and bear with me just a minute. I'm waiting on the paperwork to pull up with the benefits, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm, right.
[AGENT][POSITIVE] That's a lot of benefits, OK.
[AGENT][NEUTRAL] So basically you need the daily benefit for confinement.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Yeah, I've got everything filed from the hospital stays and all, so I guess there'll be other things too, but this is, I guess like the daily benefit.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. The daily benefit is $200 per day, maximum of 365 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, honey. Well, thank you so much. I appreciate it. Did you see those claims being in there?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome Miss [PII].
[AGENT][NEUTRAL] Um, let me check on it. Let's see, bear with me. I think I saw one, it was for your husband, correct?
[CUSTOMER][NEUTRAL] Do you see that claim?
[CUSTOMER][NEUTRAL] Mhm. It's for him, it's two different hospital stays.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh OK, yeah, I see one that we just processed um today and then I see another one that came through that is in line to be processed.
[CUSTOMER][NEUTRAL] OK. Do you see one for me as well, for December?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, the ones for you are pending. They're all pending. It was received on the [PII].
[CUSTOMER][POSITIVE] OK. All right. I just want to check on that. All right. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. You have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.