AccountId: 011433970860
ContactId: 0f40f2c7-b7cb-4242-ad29-55687a84da10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484839 ms
Total Talk Time (AGENT): 119251 ms
Total Talk Time (CUSTOMER): 284425 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/0f40f2c7-b7cb-4242-ad29-55687a84da10_20250507T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm trying to get some information. I'm trying to get a policy number. My name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK, is it for yourself?
[CUSTOMER][NEUTRAL] No, yeah, it's for it's under my name but it's for my husband.
[AGENT][NEUTRAL] OK, um, let me get that pulled up.
[AGENT][NEUTRAL] Do you have your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, last two pieces of information, your address and your email address.
[CUSTOMER][NEUTRAL] OK, the address is gonna be [PII]. Email, I think they have my job email listed. It is [PII] or is it [PII]?
[AGENT][NEUTRAL] Uh, that's.org. Um, OK, thank you so much. And you need your policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, your policy number is 258.
[AGENT][NEUTRAL] 2109.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I have all the paperwork we're just waiting because the doctor is filling out a lot of it so I'm just waiting for him to complete the rest of all the paperwork that he has, so I'll be getting all that turned in. I know we tried to go online to do to try to uh.
[CUSTOMER][NEGATIVE] Open this up to do it online and it wouldn't allow us to do anything. There is another question that I do need to ask because I know it said something about the coverage that I had.
[CUSTOMER][NEUTRAL] It was talking about I think there was, is it two options on there that it had for coverage? Is it a coverage 1, option 1 and coverage 2?
[AGENT][NEUTRAL] Um, let me see what you have. Let's see.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Um, let me see, uh, so on your policy, anything I quote is not a guarantee of payment. It's a basic outline of your policy. Um, let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it looks like you have a maximum 12 month benefit for radiation, chemo, and immunotherapy of 15,000.
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] There is, uh, internal cancer first occurrence is a lump sum of 5000.
[CUSTOMER][NEUTRAL] Yeah, because
[CUSTOMER][NEUTRAL] OK, yeah, it's not internal. We're doing chemo at this point and in 3 weeks they're gonna start radiation.
[AGENT][NEUTRAL] OK. Um, and then there's a heart attack and stroke first occurrence benefit as well for 5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, that's what I was needing to know.
[CUSTOMER][POSITIVE] Alright and I do thank you so much for this information.
[AGENT][NEUTRAL] OK, uh, do you wanna try, so you said you're trying to set up on our online portal, is that right?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, you know, it was it giving you like an error message or do you recall or?
[CUSTOMER][NEGATIVE] It is basically it was telling me that uh what information I was trying to put in it was telling me it did not recognize any of my information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When I went in, hold on, let me, let me get in here real quick uh I go in, I know it says.
[CUSTOMER][NEUTRAL] Hold on, let me get down to that point.
[AGENT][NEUTRAL] And are you doing that on a laptop or desktop?
[CUSTOMER][NEUTRAL] Well, yeah, I'm on a I'm on the desktop at work well I'm on the actual computer at work doing where it says uh individual where it says use to register.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] When I click on there it's asking for a user name and then you put in a click on where it says a new user.
[CUSTOMER][NEUTRAL] And then it says uh I'm an individual with the APO insurance policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] When I click on there then it asks for my name and when I type in my name so security or ID number and then a zip code hold on let me.
[AGENT][NEUTRAL] Um, you will have to use your social. That's the only valid, uh, number on that second box.
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] OK, and then it's it's asking for my email and then I put that in and my date of birth.
[CUSTOMER][NEUTRAL] Hi, here it is now because he wouldn't let me do it from my, from my laptop.
[AGENT][NEUTRAL] It's weird.
[CUSTOMER][NEUTRAL] At home, but it will let me do it from here OK.
[CUSTOMER][NEUTRAL] OK, so I can do it. I'm gonna have to, yeah, I'll do it from here, yeah, because when I tried to do it from home, it would not allow me to go past that point.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Just wanted to make sure you could get in and create that.
[CUSTOMER][NEUTRAL] So I see now.
[CUSTOMER][NEUTRAL] Yeah, so now I see, yeah, it wouldn't allow me to do it from my laptop, OK.
[CUSTOMER][NEUTRAL] So we'll have to do it from here.
[AGENT][NEUTRAL] OK, well
[AGENT][NEUTRAL] When you, well, you should be able to create your account and then when you go back to your laptop, you can log in and then um it will be faster to upload those documents online um when you do gather them all. So just, just FYI on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, yeah, because that's what I was trying to do because the, the doctor when he goes to his treatments they get paperwork every Tuesday so I'm thinking if you're gonna be giving me paperwork every Tuesday, I just think it will be faster for me to just upload it than to be trying to mail this in every Tuesday. It'll be faster to submit it in to, you know, scan it in and submit it that way.
[AGENT][POSITIVE] Yeah, yeah, that would be the most.
[CUSTOMER][NEUTRAL] Because each time he goes in, yeah, because I just felt like he was trying to get all this paperwork away every Tuesday, every Tuesday they're giving me paperwork, so I just thought maybe if I couldn't get in and I decided today, let me call and see if they could help me get in here also, so now I see I can get in.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help with?
[CUSTOMER][NEUTRAL] All right, that's.
[CUSTOMER][POSITIVE] That's all I was needing and I do thank you so much.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.