AccountId: 011433970860
ContactId: 15c37763-ff15-488b-baf9-e19c6de7514e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 985719 ms
Total Talk Time (AGENT): 274768 ms
Total Talk Time (CUSTOMER): 246178 ms
Interruptions: 8
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/15c37763-ff15-488b-baf9-e19c6de7514e_20250317T14:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, we were calling to talk to you about, um, my name's [PII].
[CUSTOMER][NEUTRAL] I'm calling about.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] No, I'm saying, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] I was just calling. I have insurance with you guys and I was just calling to find out what all I have and what it consists of.
[AGENT][NEUTRAL] OK, I can help you with that, sir. Can you pro uh provide me with your policy number, please?
[AGENT][NEUTRAL] At least one policy number.
[CUSTOMER][NEUTRAL] Would that be the She's holding the card. She'll read it off. It's my fiance that the medical ID.
[AGENT][NEUTRAL] It's excuse me, it should be for your um like your, I'm not sure what you have with us, um, say certificate number or policy number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So that would be 02597992.
[AGENT][NEUTRAL] Thank you, give me just a moment while I pull that information up and we'll do a quick verification and then we can check on the different coverages that you may have with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] OK. So, Mr. [PII], let's do a quick verification.
[AGENT][NEUTRAL] Starting with your date of birth and then your address, please.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Thank you. Excuse me, I'm sorry. um, alright, may we verify your phone number that we have on file and then your email address please, sir.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][POSITIVE] Wonderful. It's always.
[CUSTOMER][NEUTRAL] And my email is.
[CUSTOMER][NEUTRAL] I believe it's [PII].
[AGENT][NEUTRAL] Yes sir, that is what we are showing on file for you. Thank you for that. OK, so let's see, this policy is your hospital indemnity with us and let's see what else you have.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm sure that you have hospital indemnity, group accident.
[AGENT][NEUTRAL] Disability.
[CUSTOMER][NEUTRAL] What does group accident mean?
[AGENT][NEUTRAL] it's an accident policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It just means it's through the group because we only sell to groups. Um, you have a disability, a term life, and a dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I thought I had uh dismemberment too.
[AGENT][NEUTRAL] And that may fall under one of your um.
[CUSTOMER][NEUTRAL] OK. So I have a question.
[AGENT][NEUTRAL] Policies
[AGENT][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I have a question on the disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have taken this policy out. I've been paying on it. It probably shows you probably 5 or 6 weeks.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] I'm diabetic and I found out that I'm getting ready to have some of my body amputated.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm laying in a hospital bed right now waiting on tests to uh.
[CUSTOMER][NEUTRAL] So I'm calling to find out what my coverage covers.
[AGENT][POSITIVE] OK, we can help you with that.
[CUSTOMER][NEGATIVE] Because this is definitely not planned.
[AGENT][NEUTRAL] No, sir. Um, all right, Mr. [PII], what I'll need to do is to actually place you through because we do not have access to.
[AGENT][NEUTRAL] You know, we can't go into medical things, but let me put you through to someone who can better assist you.
[AGENT][POSITIVE] And give you good benefits. Yes, sir. Is there anything else that we can assist you that I can assist you with before I transfer you?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[CUSTOMER][NEUTRAL] No, I don't think so. I appreciate your help.
[AGENT][NEUTRAL] Yes, sir. And give me just one moment, let me see if I can find.
[AGENT][NEUTRAL] What I am looking for here.
[AGENT][NEUTRAL] OK, Mr. [PII], you won't have to go back through the verification again. I'll let them know.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. And you take care, sir, and I hope everything goes well for you. One moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What please.
[CUSTOMER][NEUTRAL] And they say to be.
[CUSTOMER][NEUTRAL] Ping
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Oh my goodness gracious.
[CUSTOMER][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEGATIVE] Hey, so, it's [PII]. I see you're getting back to back calls like me, but nothing compared to you, nothing compared to you. I, I should have even said that like me. Um, and I did try to go somewhere else and everybody's tied up apparently.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][POSITIVE] No it's fine. It's good. It's fine. How may I help you?
[AGENT][NEUTRAL] All right, darling, I'm sorry. Let me give you the policy number because anyway, um, it is 259-799-4.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, I can't pronounce the last name. Think think think bone. He, he says that very well, but I cannot. I have verified all Mr. [PII]'s information, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] All right. He just found out he's diabetic. He is in, and he is in the hospital now.
[AGENT][NEUTRAL] About to have a body part amputated.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] So he needs to know his benefits.
[CUSTOMER][NEUTRAL] Benefits. OK. So this is a disability. Let me check and see.
[AGENT][NEGATIVE] Yes, disability. I hate to, I even tried to go to the disability website up there where, you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] But they wouldn't even answer, you know, the one that's HI uh what everybody there was cancer DI HI whatever.
[CUSTOMER][NEUTRAL] Oh yeah, they have already merged to care team um and you only get them like if you go to the um claims uh what's that name um something cute claim support, um, they're all in the claim support now um but yeah but they only take calls if it's like something like related to a claim being processed, not processed correctly and the member wants to speak to one of them.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh my gosh, OK.
[AGENT][NEUTRAL] OK. Apparently, I don't see that, um.
[CUSTOMER][NEUTRAL] But other than that, yeah, other than that, they all come to us.
[AGENT][NEGATIVE] I know, I started with you all first, but you all were busy. Y'all were all getting back to back freaking phone calls. Excuse my French.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's right. I understand, trust me, because, yeah, it's like lately, and that's what I was telling um [PII], we have been like really like getting a lot of calls. Yeah, like it's picking up and we can see it's picking up right now. Like before it wasn't like this, so, yep. Um, let me go ahead and pull the certificate for him really quick. Um, so he's needing to know benefits for the amputation.
[AGENT][NEUTRAL] Swamp
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, for I, for his disability, I guess what I, you know, what all he's gonna, can you, I don't know how to word things and claims, um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] You know, his disability benefits, let me put it that way.
[CUSTOMER][NEUTRAL] OK. So he needs his disability. OK, let me pull up the disability again. I pulled the.
[AGENT][NEUTRAL] That's the thing he's asking me about at the moment now. He may ask about the HR that he has as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK. So let me pull the benefits here before you transfer him so I can be ready. OK. And the callback number is the same one in the system, or it's a different?
[AGENT][NEUTRAL] Well, actually it's what he's calling from is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK dokey.
[AGENT][NEUTRAL] But he verified the one in the system as a good number, so, you know, when I was.
[CUSTOMER][NEUTRAL] OK. That's fine. We just need that callback number, make sure we can call him back if we get disconnected. All right. Uh-huh.
[AGENT][NEUTRAL] OK, darling, but he is completely verified.
[CUSTOMER][NEUTRAL] OK, so I'm ready for Mr. [PII].
[AGENT][NEUTRAL] And please apologize for him for me keeping on hold so long if you would give him this policy number, I don't think I gave it to him. I know, I didn't.
[CUSTOMER][POSITIVE] OK. All right, sure, no problem. You're welcome. You too. OK, bye-bye.
[AGENT][POSITIVE] Right, thank you, dear. Have a good day. So, bye honey.