AccountId: 011433970860
ContactId: 34bf04e2-d854-4d34-8dcd-1e2243f06c04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 724280 ms
Total Talk Time (AGENT): 392191 ms
Total Talk Time (CUSTOMER): 159009 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/34bf04e2-d854-4d34-8dcd-1e2243f06c04_20250527T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII], and I've lost my uh cancer policy card but I'm moving this Friday and I need to change my address to my new uh house.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I don't because I don't have I lost my card. I do need a new card sent also.
[AGENT][NEUTRAL] OK, we no longer.
[CUSTOMER][NEUTRAL] Can you look it up under my
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] As I said, we no longer have the ID, you know, I have the cards. Um but I could, let me try searching you by your name first, Miss [PII]. And that's [PII]?
[CUSTOMER][NEGATIVE] Oh no
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Correct in [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the first name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right, wonderful.
[AGENT][NEUTRAL] And so some people spell it with a [PII]
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Well it's gonna take just a moment for it to search. How was your weather over in [PII]?
[CUSTOMER][POSITIVE] Rainy this morning, bad weather this morning, but it's sunny now, so that's good.
[AGENT][POSITIVE] Oh, well, good, cause I think we tend over here in [PII] tend to get what you all get and it was really bad earlier here. And now it's just kind of gloomy. So maybe we get some sunshine coming in just a little while.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm moving Friday and it's supposed to be pouring down rain Friday also and I'm thinking how are they gonna move this house full of furniture.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] With rain and all that, I just pray it doesn't.
[AGENT][NEUTRAL] Blessing.
[AGENT][NEUTRAL] Maybe you'll miss it, you know, it, it'll hold off for you.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK. I do apologize. This should take just a moment to search by name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually, the weather was quite bad here this morning. I think it may have kind of affected our system a little bit.
[AGENT][POSITIVE] Which hopefully it'll straighten up any minute now when this weather moves on out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Kind of got waterlogged too, didn't it.
[AGENT][NEUTRAL] Yeah, that's it. It's just, it was like, OK, enough.
[AGENT][NEUTRAL] Oh, it didn't pull anything in for me. Let's see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you're wanting to update your address today. Is that correct? And I can provide you with your policy number as well. Once we get it to pull up,
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm gonna ask your coworkers to see if hers is.
[AGENT][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] Oh, let me spell that again. [PII]
[CUSTOMER][NEUTRAL] R
[CUSTOMER][NEUTRAL] [PII] uh-huh.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] And it's a cancer policy.
[CUSTOMER][NEGATIVE] It used to be under [PII], but he died. My husband died, so it's now just me.
[AGENT][POSITIVE] Oh bless.
[AGENT][NEUTRAL] It should, yes, ma'am. I if you were on the policy, it uh should pull you in as well. I think it's just, uh, the weather was just so bad a while ago that it's kinda shook things up a little bit. It'll straighten out here shortly, but
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think it just kinda
[AGENT][NEUTRAL] Oh, I think my computer's like, OK, we are done with this weather now for a little while.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] OK, there we go, it's trying.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] I do apologize, hopefully it's going to move any moment now.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And trust me, it's not normally this, you know, this slow. It's just,
[AGENT][NEUTRAL] It's a lot of, did y'all have a lot of lightning and thunder and we did over here. I was just wondering how much, how bad it got in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] I, I heard thunder. I think it was too dark, you know, I was sleeping. I just heard the thunder, but I don't know how much lightning we had.
[AGENT][NEUTRAL] OK. Yeah. It was pretty rough over here. All right, Ms. [PII], what are the last four digits of your social? I think I may have found you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, that's not you then.
[AGENT][NEUTRAL] [PII]. OK, let's keep going.
[AGENT][NEUTRAL] Oh, what were the last digits of your husband's social? It may have been under his.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's it. [PII]. Uh, let me give you the policy number real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we'll do a quick verification. I just wanna.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, give me one moment please.
[CUSTOMER][NEUTRAL] So my account is under my husband's social security?
[AGENT][NEGATIVE] Well, it's, it's just what was in there initially, if he was the main policy holder, it would have been set up under his, but his policy, his is no longer active. So it's, and I don't even see that your policy, not your social is in here at all.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. So, Ms. [PII], let's do a quick verification. Oh, let me give you this policy number before I forget.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 59.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 37.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. And let's do a quick verification. You're welcome. Let's start with your date of birth and then your, the old address.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII].
[AGENT][NEUTRAL] [PII] baby, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One of my dearest friends, her, she's a Christmas baby also. OK, so Ms. [PII], let's verify the old address and then we can update it.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] That's exactly what we have. What's that new street address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] Everybody thinks I'm saying [PII], so I have to spell it's [PII].
[AGENT][POSITIVE] And I, and I did appreciate you doing that because that's exactly what I thought you said.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] In that city, please.
[CUSTOMER][NEUTRAL] And that's also in [PII].
[AGENT][POSITIVE] Oh, that's exactly.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] So the zip code did not change just the street address.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. And let's see, the phone number you're, OK, we do have a different phone number on file than the one you're calling from, um, that
[CUSTOMER][NEUTRAL] Yeah, this is it. I have [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's update that too, because that may have been Mr. [PII]'s number.
[CUSTOMER][NEUTRAL] If it was [PII] something that was his.
[AGENT][NEUTRAL] It may have been a work number.
[AGENT][NEUTRAL] [PII]. I've already typed over it, so I'm sorry, putting your number in. [PII].
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Correct, that's the only num.
[AGENT][NEUTRAL] OK. And would you like to, will you verify the email, let's see if that's a good email for you or not?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Wonderful. That is what we have. And are you good with that email?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] OK wonderful. Alright, so let's see if my computer is cooperating for me to.
[AGENT][NEUTRAL] OK. So our address, the new address is [PII]. Phone number is [PII]. Email address is [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] All right, wonderful. OK. So we have updated that. Your address is good to go. All your information is good to go. And Ms. [PII], have you ever set up an account on our online service center where you can view your policy information, upload claims, view the status of claims, different things like that?
[CUSTOMER][NEUTRAL] I haven't, but I'll start doing that.
[AGENT][NEUTRAL] OK, well, it's just for, you know, something for you to go in and check on things, but I can give you that website and you'll need to use the information exactly like we verified, you will need to use your husband's social when it requires a social because that's the one we have on file. But that is simply on our website at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, [PII]. OK, got it.
[AGENT][POSITIVE] All right. If you have any trouble setting that up, you're welcome. Please give us a call and we can help you with that.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[CUSTOMER][POSITIVE] OK, thank you a lot and have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You as well. Thank you and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.