AccountId: 011433970860
ContactId: 1789b930-6b72-4a43-b0ac-6c763723b093
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 593640 ms
Total Talk Time (AGENT): 167938 ms
Total Talk Time (CUSTOMER): 117036 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/1789b930-6b72-4a43-b0ac-6c763723b093_20250602T15:23_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] Hi [PII], this is [PII]. My husband has a uh cancer policy with y'all, [PII], and uh I'm a insured and I'm the one that has the cancer.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] My, uh, I don't have the.
[CUSTOMER][NEUTRAL] The policy number right in front of me.
[AGENT][NEUTRAL] Oh, it's OK. Um, Mr. [PII], may I have a good contact number in case we're disconnected and then I can um look the policy up with, it'll probably be under his social then.
[CUSTOMER][NEUTRAL] OK, so you want my phone number?
[AGENT][NEUTRAL] Yes, ma'am, just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] All right, and I can search the policy um with the full social of the policyholder?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] Alright, so I'm just waiting for the policies to come up here.
[AGENT][NEUTRAL] For some reason, um, and what was his first name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it's not coming up with the social. Let me, um, maybe it didn't come over with the social. And can you spell your last name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Are you saying C like cat or T like Tom?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Cats.
[AGENT][NEUTRAL] OK, OK. Hold on one moment.
[AGENT][NEUTRAL] OK, here we go, hold on one moment.
[AGENT][NEUTRAL] [PII]. Alright, so I just located the policy. I'm waiting for it to come up now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I see you here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] 21862 [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] So did you need help with like filing a claim or you have particular questions about your coverage?
[CUSTOMER][NEUTRAL] No, um,
[CUSTOMER][NEGATIVE] For some reason y'all changed the way you sign in to the um website and it asks this time it doesn't ask for the user name and uh password it asks for the uh email and I'll put it all in and it says it don't can't find my uh thing.
[AGENT][NEUTRAL] Yes, so the new systems.
[CUSTOMER][NEUTRAL] So I was
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEGATIVE] The new system um just dropped on [PII], and there's a glitch. So, um we're asking everyone to give us at least 24 to 48 hours. Um, this is the first launch day since Friday. So we, they are aware that it's giving you that error, um, and they are fixing it, you know, working to fix it, but yes, that is something that's happening.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because it said that my um my claim was uh available that's why I was trying to um.
[CUSTOMER][NEUTRAL] To pull it up, do you know how much the amount is?
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Yes, I was gonna say I can give you the claim status. Hold on one second. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. I see the claim is finished processing here too, but it, it looks incomplete like it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I see the code here, but it's like it's giving me an error. So I'm gonna send this over to claims and have the examiner give you a call with the claim status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm getting ready to send this over to them now and I did um put your callback number for the [PII]. Is that what you wanted me to give them?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, so yeah, I'm gonna have claims give you a call to give you um an, an update on this claim and if something is needed or what, because it just doesn't look complete to me for, for me to give you a clear decision.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Because uh they had sent me a a text saying that, you know, the claim was completed.
[CUSTOMER][NEUTRAL] And stuff, so that's why I was calling.
[AGENT][NEUTRAL] Yes, I, I don't know, um, it's giving me an error and I just don't want to say the wrong, I don't want to give you any wrong information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right. OK. That's fine.
[AGENT][NEUTRAL] All right, well, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.