AccountId: 011433970860
ContactId: 2e5c4717-7234-45c3-92a3-85e3b7a3e9b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505230 ms
Total Talk Time (AGENT): 239404 ms
Total Talk Time (CUSTOMER): 275136 ms
Interruptions: 8
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2e5c4717-7234-45c3-92a3-85e3b7a3e9b2_20250107T17:52_UTC.wav
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[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I have misplaced my, um, number, my um, whatever it's.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was hoping we, you could, you could look me up. Uh actually, I be the policy is in my husband's name, and I have him here to answer any questions. His name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sir,
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Got it. OK, uh, really quick, [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. um, I'd say probably that now you are listed, uh, under the policy correct, [PII]?
[CUSTOMER][NEUTRAL] So you.
[CUSTOMER][NEUTRAL] OK, I, I should be, uh, we both, we both have claimed on it, so yes, I should be listed.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you. OK, no worries, um, let's see, I can start using your social.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, mine is [PII].
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] I know, I know.
[AGENT][NEUTRAL] Well, I didn't find you with that. Um, do you have his by chance?
[CUSTOMER][NEUTRAL] Yeah, all right, here he is, [PII]. Tell me what yours is. Your Social Security number [PII].
[AGENT][NEUTRAL] OK, let's try that.
[CUSTOMER][POSITIVE] I think that's how it's gonna come up.
[AGENT][NEUTRAL] That sure is right, so I'm gonna, we'll verify yours here in just a minute, um, OK, and since you're listed, um, I can just get all the information from you, [PII]. What was your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, perfect. Last thing I need is the email address we've got on file and it does look like it might be [PII]'s.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] His is uh [PII].
[AGENT][NEUTRAL] OK, I've got it as [PII] [PII].
[CUSTOMER][NEUTRAL] No, I.
[CUSTOMER][NEUTRAL] It is, it is. He's over there telling me, I gave it to you wrong. [PII]. Yeah, yes, ma'am.
[AGENT][NEUTRAL] OK, OK. No, that's fine. I just wanted to make sure we got it correctly. Got it. OK. And let's take a look here. So you'll have two policies with us. You've got intensive care and that looks like a cancer policy. Did you need both of those policy numbers?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, they're peeing around here today.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, I don't, I've got one down here. I'll get it in just a minute. You you can go on and ask me another question. I'm looking for an ink pen.
[AGENT][POSITIVE] No worries, no, that's OK, um, well, let's see, let's do this, um.
[CUSTOMER][NEUTRAL] Oh, OK, I have, I have an ink pen. Y'all sent me the, uh, a book and then everything, but I'll find it. I just could not find it this morning. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand you're fine. OK, so the intensive care policy number is 60,820.
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then the cancer is 408307.
[CUSTOMER][NEUTRAL] OK. I'm gonna put these in my phone under notes and then I'll have them. OK. Uh all right.
[AGENT][NEUTRAL] OK, and really quick while I've got you on the phone, [PII], and it might be simply because um [PII] was the policy holder, but I do want to make sure that we have your social in our system correctly if you give me one moment, let me verify that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, one moment, OK.
[AGENT][NEUTRAL] Take a look here.
[AGENT][NEUTRAL] OK, I think it's because this is a bit of an older policy that's why so we've just got his on file. OK, I mean that should be fine unless you'd like me to add yours, um, but I think if you get those policy numbers it shouldn't be a problem in the future. Did you want me to go ahead and add them?
[CUSTOMER][NEUTRAL] Yeah, it's we've had it a long time. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I, I, that would be good.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. Yes, if you would, would add mine.
[AGENT][NEUTRAL] OK, sure, um, let's see.
[CUSTOMER][NEUTRAL] In case something were to come up.
[AGENT][NEUTRAL] All right, um, would you give me yours one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and then um again just to verify I know it pulled up but wanna make sure um we've got his social as [PII].
[CUSTOMER][POSITIVE] Yeah, I think that's what he said. He walked out, but I think that's correct.
[AGENT][NEUTRAL] Oh, OK, OK, I think so too because it came up, but I just like to make sure. Alrighty, well I will get that information added for you. Did you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] Well, I have an issue. That's why I needed to.
[AGENT][NEUTRAL] Oh sorry, I thought it was just the policy number. OK, yeah, what's going on?
[CUSTOMER][NEUTRAL] And now, yeah, OK, y'all had issued me a check back in either October or early.
[CUSTOMER][NEGATIVE] November, and I lost the check and I called uh the the number and uh I had to wait 30 days to make sure that the check cleared. Well, it's been 30 days and I just, it just dawned on me that I have not, I didn't know if I was supposed to call at the end of the 30 days or what, but I, I, you need to see in my records where the check was issued and to make sure it never cleared because I lost it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, was this for the cancer policy, [PII]?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] It was for the cancer policy. It was for, for mammograms, like 4 mammograms, because I could go back several years. So I sit in all the documentation for like the last 4 mammograms. I think it was 4. It's either 3 or 4, however many I'm allowed to go back, that's how many I've got, got copies of and sent to y'all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see. OK. Give me just a moment here.
[AGENT][NEUTRAL] OK, oh yeah, OK, yep, I sure found it. Alrighty, so I will go ahead and get that request put in to have that check voided and reissued for you. That was for $300.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Because it you show that it never cleared, right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, I do see the note that you called. Um, I will go ahead and check that. I don't see that it would, um, but I can go ahead and just check for good measure. Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Yeah, OK, yeah, it is still outstanding, um, and the issue date was [PII] of last year, so yeah, we'll absolutely get that.
[CUSTOMER][NEUTRAL] OK, a little bit earlier than I thought. Yeah.
[AGENT][NEUTRAL] That was just when it was sent out, but yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it never, yeah, after that, it got misplaced and so I called and, you know, I, it just dawned on me how things will dawn on you out of the blue. Oh my gosh, I never called back about the check. So,
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Uh, yeah, this is usually the time for it too after the holidays and things start settling going back to normal.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Alrighty well I will get that uh request submitted um to have this voided and reissued and now I will say before I do that [PII] um if you weren't already told I apologize if you were, but you can set up direct deposit um I can send you a form if you'd like if you're not comfortable with that I can still have the paper check mailed to you, but I do like presenting that option.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. At this point, just mail it to me. I don't, unless something unforeseen uh comes up, uh, you know, I don't use you more, most likely except for mammograms, but you never know. So,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, yeah, OK, yeah, just so that you're aware.
[CUSTOMER][NEUTRAL] Uh, all right. Yes, ma'am.
[AGENT][POSITIVE] All right. Well, I appreciate you giving us a call, [PII]. Yeah. Hope you have a great rest of your day.
[CUSTOMER][POSITIVE] I, I appreciate your time this morning. OK. OK. You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.