AccountId: 011433970860
ContactId: 2ea933fe-8c46-41a7-b290-584fae339cf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375320 ms
Total Talk Time (AGENT): 166000 ms
Total Talk Time (CUSTOMER): 101708 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/2ea933fe-8c46-41a7-b290-584fae339cf1_20250528T14:46_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] Yes, my name is [PII] and I, I have an individual policy with y'all and it, I spoke with someone a couple of weeks ago and y'all were gonna send me an invoice um you were gonna send me the details of my policy and I've not gotten anything, but I know the policy expires. I need to pay, you know, before [PII].
[AGENT][NEUTRAL] OK, um, I definitely apologize that you haven't received anything. I'm, I'm going to look into it for you. Um, Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] OK, I'm not sure offhand on the policy number, but my phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that, and I can search the policy with your social if you like.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[AGENT][NEUTRAL] And this is for the cancer policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, now I have you here, Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yes, one
[CUSTOMER][NEUTRAL] OK, [PII] mailing is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Um, so let me just take a look. OK, so you spoke with me on [PII] after we spoke, I sent the request for your policy certificate, which is your breakdown, to be generated and mailed to you, um, on the [PII], they started working on it on the [PII], so, so they had to generate the documents, so they're creating it.
[AGENT][NEUTRAL] So it, it takes at least 2 weeks um for them to because they have to go through they have to create the whole document, so it can go through legal and everything for compliance. Um, so as of [PII], that was the last um note that was placed for reprinting and mailing. Um, so I can
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you like, reach out to the department and see where they are in the process, but yeah, anytime we um have to generate the document, it's gonna take a little while because we have to
[AGENT][NEUTRAL] Actually created and then it goes through legal for compliance and everything because it's a legal document and then it's sent out to you in the mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the phone list of things you can get, um, it's mentioned ID cards and I've never gotten an ID card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, could I get that?
[AGENT][NEUTRAL] Sure, hold on one second. I don't.
[AGENT][NEUTRAL] Let me pull up this way, hold on one moment.
[AGENT][NEUTRAL] Wait a minute. This is a cancer policy. So for our cancer policies, there are no ID cards, only for our medical and dental.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, I'm just curious what all I could get.
[AGENT][NEUTRAL] Yes, of
[CUSTOMER][NEUTRAL] But could I pay over the phone to, to make sure my policy stays in effect?
[AGENT][NEUTRAL] Yes ma'am, um, but just to like ease your mind, you're, you're, there's nothing active on your policy, um, when I say active I mean like outstanding. Um, it's paid up until [PII], but I can see if, let me see if the new invoice is out.
[CUSTOMER][NEUTRAL] That's what I'm saying. I wanted to pay it for the next year.
[AGENT][NEUTRAL] OK, um, do you mind if I place you on just a brief hold so I can get a group billing representative to take the payment for you?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. And before I do that, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][NEUTRAL] Thank you for calling thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing good. I have a member on the other line who wants to pay their policy up for the next year.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It's 255-8245.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good morning, Ms. [PII]