AccountId: 011433970860
ContactId: 2b465914-93db-43b5-b59d-0d27045227cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460149 ms
Total Talk Time (AGENT): 237164 ms
Total Talk Time (CUSTOMER): 137710 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/2b465914-93db-43b5-b59d-0d27045227cf_20250522T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Excuse me, I received a call from [PII] in the cancer claims area and she asked that I give a call back.
[AGENT][POSITIVE] All right. I can help you with that. Can you, uh, uh, give me your policy number real quick and I, I'll pull you up. We'll do a verification and I'll find Ms. [PII] for you.
[CUSTOMER][NEUTRAL] Alright, um, the policy number is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 26399
[AGENT][NEUTRAL] OK, your policy number is 26399.
[CUSTOMER][NEUTRAL] Is that correct? That's not right, is it?
[AGENT][NEUTRAL] It sounds like a group number.
[AGENT][NEUTRAL] To be honest with you, but I can find you under that.
[CUSTOMER][NEUTRAL] I'm, I'm.
[CUSTOMER][NEUTRAL] Well, I'm looking at the uh schedule of benefits, the certificate schedule. Hang on one second. Let me look on a different page here. Let's see on the different because.
[AGENT][NEUTRAL] Who do you work for?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right, and your name. May I have your name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I found you, Ms. [PII]. OK. And are we calling on your group accident or your uh group cancer?
[CUSTOMER][NEUTRAL] OK doke.
[CUSTOMER][NEUTRAL] On the cancer plan. I filed a claim yesterday for my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, Ms. [PII], let me pull this up real quick. We will do a quick verification and then let me see if I can find Ms. [PII]. So, let's start by verifying your date of birth and then Mr. [PII]'s date of birth.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] His is [PII].
[AGENT][NEUTRAL] Excellent. So we have, OK, just a little bit more information. May we verify, excuse me, your street address?
[AGENT][NEUTRAL] Or your full address.
[CUSTOMER][NEUTRAL] [PII] yeah [PII].
[AGENT][POSITIVE] Wonderful. And the last bit of information, Ms. [PII]. May we verify your phone number and then your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The phone is [PII] and the email address is [PII].
[AGENT][NEUTRAL] OK. We, we actually have your, it looks like your work email.
[CUSTOMER][NEUTRAL] You have the [PII]?
[AGENT][NEUTRAL] Yes, ma'am. Is that OK or would you like to change it to your personal?
[CUSTOMER][NEUTRAL] You know, send it to my personal that one is the one that I use for [PII]'s business and um I think [PII] registered me with that so that was um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But if we can change it to the [PII] that would, that would, I mean, I have both of them, but.
[AGENT][NEUTRAL] Yes, ma'am. We can definitely change it. So that was [PII] I'm sorry, may I have the rest of it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. So we have that updated for you [PII]. And would you like me to give you that policy number real quick?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, OK, well, let's see, I, I think I have it. I put it on the claim form. That's why I know that it was the wrong number. I think it's 247-709-02477, yeah, I have it.
[AGENT][NEUTRAL] OK. Well, you do have the group number, but.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 247-07090. All right, give me one moment. Let me see if I can find Ms. [PII].
[CUSTOMER][NEUTRAL] And she said I could talk to anyone there but she is the one that reached out.
[AGENT][NEUTRAL] OK, well, see, in customer service we cannot see any claim information.
[AGENT][NEUTRAL] So it, uh, it, OK, [PII] is out.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, she said that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, uh, what she, what she said was to ask to talk to anyone in the cancer center in the cancer claims area.
[AGENT][NEUTRAL] To speak with anyone in the cancer. OK. Give me one moment. Let me see if I'm able to.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Transfer you there.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And claims APO claims support, um, OK, let's see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] No she's not there, um.
[AGENT][NEUTRAL] Striking care
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] For blank, my mind just went blank on who I'm looking for over there.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] On names
[AGENT][NEUTRAL] course
[AGENT][NEUTRAL] Excuse me.
[AGENT][POSITIVE] OK. Let me start with our care team. Thank you, Ms. [PII] is out. Let's start with the care team and see how we need to get you taken care of. Is there anything else? Oh, you're welcome, Ms. [PII], that I can help you. OK. Well, give me just a moment while I provide them with your information and then I will send you up for someone who can help you.
[CUSTOMER][POSITIVE] Bless you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] So thank you for calling AP and have a good day. One moment, please. Thank you, ma'am.
[CUSTOMER][POSITIVE] Good, thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in customer service. I have a, uh, insured calling.
[AGENT][NEUTRAL] Let me give you her policy and we'll start from there. So you may need to look at the notes, tell me what I need to do. OK, her policy is 247-7090.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is [PII], yes, [PII]. And look, she works for [PII], so I don't know if that means anything to y'all over there in claims, but it does us over here, you know, um.
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] [PII] called and left a message for Ms. [PII] to call her back or to speak with anyone in the cancer claims. Now, I don't have a cancer claims cue anymore, I don't think.
[AGENT][NEUTRAL] So would I still send her to the care team like we've been doing for all claims?
[AGENT][NEUTRAL] Can you see a note that
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][POSITIVE] Oh God, thank you.
[CUSTOMER][NEUTRAL] I do. I
[AGENT][POSITIVE] OK, wonderful.
[CUSTOMER][NEUTRAL] Yeah, I understand that.
[AGENT][POSITIVE] All right. Um, OK, I have verified all of Ms. [PII]'s information and her husband's date of birth, so everything is good.
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] And she's just returning [PII]'s call. OK, thank you. Have a good day, dear.
[CUSTOMER][POSITIVE] OK perfect thank you so much.