AccountId: 011433970860
ContactId: 1e32228b-fd6b-4548-868a-972d04bf10f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 689400 ms
Total Talk Time (AGENT): 193176 ms
Total Talk Time (CUSTOMER): 168466 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/1e32228b-fd6b-4548-868a-972d04bf10f4_20250519T14:38_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII], and I spoke with someone there before. Um, I was diagnosed uh about 2 months ago and so I'm trying to work through the system and learn how to do all this stuff. My question for you is.
[CUSTOMER][NEUTRAL] I have a daughter that works in the medical industry.
[CUSTOMER][POSITIVE] And she understands this stuff way better than I. Is there any way?
[CUSTOMER][NEUTRAL] That I can get her put on.
[CUSTOMER][NEGATIVE] Uh, uh, a call list or something so that if there's questions that we have or something she can talk because you guys are explaining things to me and I'm just, it's just hard. I'm taking care of my [PII] mother at the same time she's going through some health issues. It's kind of got my plate for.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir, alright, Miss [PII], so what you're asking for is a third party authorization form.
[AGENT][NEUTRAL] And I can send that to you. Um, can I please get your callback number, sir, just in case the calls dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] Thank you. And then Mr. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Oh, hang on a second.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Go ahead and take your time.
[CUSTOMER][NEUTRAL] my glasses back.
[CUSTOMER][NEUTRAL] Well, I know she got it on there.
[CUSTOMER][NEUTRAL] Oh here it is.
[CUSTOMER][NEUTRAL] All right. It's 25.
[CUSTOMER][NEUTRAL] 342-323-0
[AGENT][NEUTRAL] OK, let me look your policy up real quick, sir.
[AGENT][NEUTRAL] So that we can verify it so we can get you that authorization form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be just a minute while it pulls in.
[CUSTOMER][POSITIVE] That'll be fine. Thank you, ma'am.
[AGENT][POSITIVE] You're welcome sir.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, and then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] OK, my address is [PII]. My phone number is [PII].
[CUSTOMER][NEUTRAL] And the last thing you needed was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Your, your email address, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII] for verifying your policy for me. I am going to email you a third party authorization form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So that you have it right away.
[AGENT][NEUTRAL] Would you mind going on a brief hold while I get the email ready for you sir so I can send it to you?
[CUSTOMER][NEUTRAL] No man, no, that'd be fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you, Mr. [PII]. I appreciate you holding.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So, it's not letting me send it through email, so I have to mail it to your home address. Can you give me that address one more time, please, sir?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I think I've got it ready for you now.
[CUSTOMER][NEUTRAL] I'm gonna try to go online this weekend and establish or this this evening and establish my account online as well and that'll.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll probably help her as well so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir. Um,
[AGENT][POSITIVE] It actually has a place online for you go to claims and forms and that form is there and I now that you have mentioned that I'm gonna try to finagle it to where I I can download it on my computer and then I can send it to you by email that way you get it quicker.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, well, thank you.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] You're welcome. OK, I'm gonna download it right now.
[AGENT][POSITIVE] That way you can get it much, much quicker.
[CUSTOMER][NEUTRAL] I don't know why my phone's doing this, but anyway.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Clicking and tapping and.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] We're gonna get it.
[CUSTOMER][NEUTRAL] Now once I get that and fill that form out can I scan it and forward it to you guys in an email?
[AGENT][NEUTRAL] I got it.
[AGENT][NEUTRAL] Yes sir, um, you're gonna send it on the email that you receive, you're gonna have it's gonna come from the care team the care team, so you will send it back to the care team email address and then they'll be able to um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, yes, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Uh, add the information to your policy.
[CUSTOMER][POSITIVE] Perfect, perfect.
[AGENT][NEUTRAL] And then once it's added if she calls in.
[AGENT][NEUTRAL] And um mentions that you have a third party authorization form filled out.
[AGENT][NEUTRAL] At a quick glance we have a way to look and see who's on that third party authorization form so that she doesn't have to.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Have you
[AGENT][NEUTRAL] Verify every time that she calls that it's OK to discuss your policy.
[CUSTOMER][NEUTRAL] She calls OK.
[CUSTOMER][POSITIVE] Perfect. Thank you very much. I appreciate your help.
[AGENT][NEUTRAL] So it's, it's
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I have sent that to you, Mr. [PII].
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] It's on its way now.
[AGENT][NEUTRAL] OK, is there anything else that I can help you with before we go, sir?
[CUSTOMER][NEUTRAL] No, no, ma'am, that will take care of it.
[AGENT][NEUTRAL] OK. Well, I hope
[CUSTOMER][POSITIVE] So I appreciate it very much.
[AGENT][POSITIVE] You're very welcome. I hope you have a blessed day and thank you so much for calling APL Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you for your help. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.