AccountId: 011433970860
ContactId: 399bf981-6704-4ec5-9f0f-aa7c19d4aff3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 762640 ms
Total Talk Time (AGENT): 421629 ms
Total Talk Time (CUSTOMER): 222056 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/399bf981-6704-4ec5-9f0f-aa7c19d4aff3_20250326T14:02_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from KC's Automotive specialist and we have your service, the APL service.
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Um, I had a question. We can use, can you look up my personal account to see if y'all, um, paid out any benefits?
[AGENT][NEUTRAL] OK, so you had a claim filed with the LA that you're wanting to check on status for, is that correct?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Was there a claim filed for you that you're wanting to check claim status on?
[AGENT][NEUTRAL] Are you wanting to see if a claim has been filed?
[CUSTOMER][NEUTRAL] Um, yes, just to see if anything, if, if it's being used utilized or not.
[AGENT][NEUTRAL] OK, I can help you with that. And [PII], what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and a good call back number for you please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Please.
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] I don't have it in front of me. Can you use my social or address or telephone number?
[AGENT][NEUTRAL] Yes, ma'am. I can uh uh social to look up your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEGATIVE] You don't wanna get it out.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEGATIVE] You don't wanna get that
[AGENT][NEUTRAL] OK, and [PII], any.
[AGENT][NEUTRAL] Information that I do provide for you today would be a verification, not a guarantee of payment, and I will need to verify several things with you first for security, so if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what's the city, state, and zip?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you provided for me. So that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Ending in [PII].
[AGENT][NEUTRAL] Mhm and the last thing to verify will be your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So, [PII], first off, on your address, when we received your enrollment information, it came across as [PII] instead of [PII]. So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I moved across the street.
[AGENT][POSITIVE] Oh, OK. All right. So I'm gonna get that updated for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. So on your policy, [PII], this supplemental policy, as of now, we have not received any claims for you on this policy.
[AGENT][NEUTRAL] Now, if there are claims that would need to be filed, this policy went into effect for you [PII].
[AGENT][NEUTRAL] We do not have a timely filing limit at APL, so claims could still be filed on this policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] But as of now, we haven't received anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I check um.
[CUSTOMER][NEUTRAL] Can I check another person's just the same as what you did for me or do you need to speak with that individual it's the owner of the company?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, ma'am. I would, I would have to speak to that, to that member.
[CUSTOMER][NEUTRAL] Can you answer the same question for her?
[CUSTOMER][NEUTRAL] OK, she's right here, is that OK?
[AGENT][NEUTRAL] Um, yes. Now, [PII], uh, I can.
[AGENT][NEUTRAL] Um, OK, so give me just a moment first off.
[AGENT][NEUTRAL] Because I need to make a note on your policy and then, yes, ma'am, I'll speak to her. Now, um, one thing I am gonna do, [PII], is I'm gonna email you the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] User guide for our portal it's called the online center and when you set up your profile that gives you access to your ID cards policy information and also you would have the ability to see claims that we've received or if you were to file your own claim with us you can actually upload all of that information into the portal for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so you're, you'll email me to set up my portal and I can see things through it, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh, I'll email, yes, uh-huh, I will email you that now you said that um the other person is there.
[CUSTOMER][POSITIVE] OK perfect
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] With you? OK, yes ma'am. I'll be happy to speak.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK her name is [PII] and.
[AGENT][NEUTRAL] And who, who will I be speaking with?
[CUSTOMER][NEUTRAL] [PII], I'm [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yes, ma'am. OK. That's OK.
[CUSTOMER][NEUTRAL] Sorry, a little confusing.
[CUSTOMER][NEUTRAL] Alright [PII], hang on just one second.
[AGENT][NEUTRAL] 2 Kiess. All right, sure.
[CUSTOMER][NEUTRAL] There's no timely filing fee, so if there's no claims or fees, you can turn it.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hi, Ms. [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, is this Ms. [PII]?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] with APL. So the other the other [PII] was explaining that you were wanting to find out if you have any claims on file. Is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Uh huh they were out of adjustment so we just realign them for you.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is the go back number for you, please?
[CUSTOMER][NEUTRAL] Uh, what's the, I'm sorry, what was it?
[CUSTOMER][NEUTRAL] I didn't understand what you said. I'm sorry.
[AGENT][NEUTRAL] What is your phone number, your callback number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, I do. It is 02465927.
[AGENT][NEUTRAL] OK, thank you, so give me one moment please to get your information pulled up.
[AGENT][NEUTRAL] And any issue that I do buy for you would be verification of benefits and not a guarantee of payment. I will need to verify.
[AGENT][NEUTRAL] Several things with you also for security. So first, please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the one you gave me. What is another phone number we could have?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, my personal number is [PII].
[CUSTOMER][NEUTRAL] But my business is [PII].
[AGENT][NEUTRAL] OK. So, all right. So we do have your
[AGENT][NEUTRAL] So you said that your personal number ends in [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so the [PII] is the work number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now that is the number that is on file for you. Do you want to leave that or do you want to also have your personal number?
[CUSTOMER][NEUTRAL] Yeah that's fine.
[CUSTOMER][NEUTRAL] No, you can just leave it.
[AGENT][NEUTRAL] OK, and then the email address for.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] My email address is you have it or you want me to tell you?
[AGENT][NEUTRAL] I, I want you to tell me what we have.
[AGENT][NEUTRAL] A, yes, I need you to verify that.
[CUSTOMER][NEUTRAL] OK, um, it's.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, now we do have maybe this is your work email that's on file.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes. Now, do you want to leave that email on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, that's fine.
[AGENT][NEUTRAL] OK. So, Ms. [PII], um, and having, I'm gonna add, I'm not gonna remove your work number, but I am gonna add your cell phone number. And I was explaining to the other [PII] that I am going to email her.
[AGENT][NEUTRAL] The user guide for how to set up our portal or your portal profile so that you can have access to your information also online, you will have access to your ID cards as well as your um policy information and you would be able to see claims that we have on file and then should you have to file a claim with us you can actually upload that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Directly into the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the user guide when all of that to you so I've added your cell number and I'm gonna leave the KC automotive as your email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that, is that what you want me to do?
[CUSTOMER][NEUTRAL] Um, let's add my, uh, my personal email so we don't get them mixed up between me and her.
[AGENT][NEUTRAL] OK, so [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, so that would be the email address too that you'll use when setting up your profile, your, your personal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me correct the typo that I put in.
[CUSTOMER][NEUTRAL] Now I do have one question. I, um, just I had breast cancer last year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And up to I had surgery and all that kind of stuff, can I send stuff like that to you guys or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see if we've received any claims for you.
[CUSTOMER][NEUTRAL] Because it's gonna be a bunch.
[AGENT][NEUTRAL] OK, so we've not received any claims for you.
[AGENT][NEUTRAL] Yes, we haven't received anything for you. So, um, yes, ma'am. You can file, you, you've had surgery. Is that correct?
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I had it in January.
[AGENT][NEUTRAL] So yes ma'am you can we do not have a timely filing.
[AGENT][NEUTRAL] Limit. So yes, claims for any services can still be submitted to us. Now I can also include the claim form for this type of policy. I can send it to both of you, um, but the first page of that claim form, [PII] does have the instructions for the additional documentation that you would also need to submit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So yes, ma'am. So I will send that and just if y'all, if y'all will give me just a few minutes to get these.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Two emails together. I'll send that to you and the email come from [PII] and I will put APL in your subject line.
[AGENT][NEUTRAL] So that she can recognize that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, is there anything else? Yes, ma'am, you're welcome. Can I help you with anything else? O[PII] Well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right I appreciate it.
[CUSTOMER][NEUTRAL] No, that's it.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.