AccountId: 011433970860
ContactId: 021caa9b-f467-4843-b995-d5b0c2a750de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587250 ms
Total Talk Time (AGENT): 220082 ms
Total Talk Time (CUSTOMER): 277899 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/021caa9b-f467-4843-b995-d5b0c2a750de_20250127T21:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]
[CUSTOMER][NEUTRAL] And I was needing a claim form.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, Ms. No.
[CUSTOMER][NEUTRAL] Do you need a number?
[CUSTOMER][NEUTRAL] Or can you look up my name?
[AGENT][NEUTRAL] Yes, first, can I get your call back?
[AGENT][NEUTRAL] Yes ma'am, both, um, can I get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] I a hole here.
[CUSTOMER][NEUTRAL] Policy number. Uh wait a minute, let me see, hold on. I've got all these forms, of course I never had the one I'm looking for a policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That didn't look right.
[CUSTOMER][NEUTRAL] Hm, OK, hold on, hold on.
[CUSTOMER][NEUTRAL] Alright, I'm not sure if it's.
[AGENT][POSITIVE] Go ahead and take your time.
[CUSTOMER][NEUTRAL] OK, policy name certificate number here says policy certificate number that's still not.
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] OK. Doesn't look right. 209-083-1.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Yes, that sounds correct. 209-083-1.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, 209-083-1 yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. I have you pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Thank you. And then I'll also need your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else did you ask for?
[AGENT][NEUTRAL] Your, your email address?
[CUSTOMER][NEUTRAL] My email address
[CUSTOMER][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] You're gonna have to send it to my sons. Do you still want my email address just to have it on file?
[CUSTOMER][NEUTRAL] I don't have a printer or anything like that so that's.
[AGENT][NEUTRAL] Yes, I was like.
[AGENT][NEUTRAL] Yes, ma'am. I, I still would like it just because we have to verify the policy.
[CUSTOMER][NEUTRAL] You want my
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] And no.
[CUSTOMER][NEUTRAL] Let's see, [PII]. I have to stop and think.
[AGENT][NEUTRAL] Thank you. That's OK. And then uh the phone number that you gave me to call you back on if we get disconnected, is that your cell phone?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you, Miss [PII]. I appreciate you verifying the information for me.
[CUSTOMER][NEUTRAL] And I don't have a home phone anymore.
[AGENT][NEUTRAL] OK, let me look and see your policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look and check your policy real quick.
[AGENT][NEUTRAL] Alright, I'm gonna give you a different policy number. I'm gonna give you the one that is active because the policy number that you gave me is no longer active.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, that's what I was thinking. I was trying to think where, OK, OK, give me the, the one that's active now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Ma'am, it's 255.
[AGENT][NEUTRAL] 8358.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 8358, let me repeat it to you 25583558.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's my
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we have, we have a website that you can go to.
[AGENT][NEUTRAL] Um, you had mentioned using your son's, um, let me give you the website.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Where you can get your claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] A [PII] spell it, spell it out to you.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, OK, it's [PII], but it's [PII].
[CUSTOMER][NEUTRAL] As in apple, M as in
[CUSTOMER][NEUTRAL] [PII] and then [PII], right?
[AGENT][POSITIVE] Mhm, yes, that's correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you, if you go there, you can, um,
[CUSTOMER][NEUTRAL] And then, uh,
[AGENT][NEUTRAL] You can download the claim form and he can print it out for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will tell him to do that. I guess there was something else and I don't know what it was.
[CUSTOMER][NEUTRAL] So my policy number has changed since last year, right?
[CUSTOMER][NEUTRAL] I know.
[AGENT][POSITIVE] Yes, that's correct, yes ma'am.
[CUSTOMER][NEUTRAL] No? OK. OK. OK, got you.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And then um do you are you signed up for the online service center?
[CUSTOMER][NEUTRAL] If there are any
[CUSTOMER][NEGATIVE] For the what now? Sorry, you're cutting out every.
[AGENT][POSITIVE] The online service, oh, I'm sorry, yes ma'am, I apologize for that, the online.
[CUSTOMER][NEUTRAL] In the beginning
[CUSTOMER][NEUTRAL] Now what is on that's, what is that?
[CUSTOMER][NEUTRAL] Service center, what is it?
[AGENT][NEUTRAL] That is uh secured [PII].
[AGENT][NEUTRAL] Dot Ampublic.com.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is where if you wanted to file your claim through the portal you could just upload it from there if you wanted to do it that way.
[CUSTOMER][NEUTRAL] OK, so what you're saying then instead of just getting the form and writing it and sending it with all OK, but how do I send all that stuff from Walgreen, those pages.
[CUSTOMER][NEUTRAL] I mean, does that make sense what you're telling me?
[AGENT][NEUTRAL] You can ask um, Walgreens.
[AGENT][NEUTRAL] To either email you your copies or you could pick them up and download them on your computer if they email them to you, then they'll be right there on your computer where you could just download them and send them through the online service center.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] It'll already be right there for you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] My, my daughter-in-law helps me with this service.
[AGENT][NEUTRAL] Oh, good. Yeah, she.
[CUSTOMER][NEUTRAL] And and she
[CUSTOMER][POSITIVE] She's in [PII] though. Uh, they're on baby watch. My granddaughter's having a baby, she's gonna have a baby pretty soon.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] We live in [PII], but my granddaughter lives in [PII]. But anyway, so, uh,
[CUSTOMER][NEUTRAL] Last time I think we just scanned the papers to y'all.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] We did or what she does. I go to the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um they pick up the, you know, the papers, the my prescriptions, and then she scans them on her phone and then somewhere or another then she sends them to y'all. She sends it all to y'all.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Well, that is so good that you've got somebody to help you. It sounds like it. It sounds like you might already be signed up. Let me look real quick.
[CUSTOMER][NEUTRAL] So is that doing the same thing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll look and see if you're already signed up for it.
[AGENT][NEUTRAL] Yes ma'am, that must be how she's doing it because she's got you've got a user name already for the online service center so she must be helping you do it that way.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yeah, so I'll just go ahead and get get the copies from them, but I still have to fill out the.
[CUSTOMER][NEUTRAL] The uh.
[CUSTOMER][NEUTRAL] Pine form, right.
[AGENT][POSITIVE] Yes ma'am, yes, that's correct.
[CUSTOMER][NEUTRAL] Because she said she said.
[CUSTOMER][NEUTRAL] OK, so, so I shouldn't have any trouble if uh my son goes to the website [PII] I can find the claim form there, right?
[AGENT][POSITIVE] That's correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, alrighty, sounds good and then put my new policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, your new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK bye thank you so much appreciate.
[AGENT][NEUTRAL] OK. I, you're welcome, Ms. [PII].
[AGENT][POSITIVE] You have a blessed night and thanks for calling APL ma'am.
[CUSTOMER][NEUTRAL] All right, bye.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] And congratulations on your new baby.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] OK, thank you. That's our first. All right, thank you, bye-bye.
[AGENT][NEUTRAL] Oh bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.