AccountId: 011433970860
ContactId: 4920ffbf-15a6-4469-a017-07c7afb71241
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458429 ms
Total Talk Time (AGENT): 259353 ms
Total Talk Time (CUSTOMER): 127568 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4920ffbf-15a6-4469-a017-07c7afb71241_20250603T19:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to get my policy number. I was gonna do a wellness claim.
[AGENT][NEUTRAL] OK, you
[CUSTOMER][NEGATIVE] And I had called yesterday. I called yesterday and left my name and number and nobody called me back that I know of.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh, now, you would not have been able to leave a voicemail here at APL.
[AGENT][NEUTRAL] Maybe called somewhere else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, you know they said you could call and they'll call you back.
[CUSTOMER][NEUTRAL] You know, like, like they said a while ago, you know, since it was a long wait time, they said, uh, just, uh, that's what my understanding was that, you know, I could leave my name and number and they said they would call me back.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm so sorry. I'm not sure what may have happened. Was it during the day or did you call in the evening time?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, it was during the daytime.
[AGENT][POSITIVE] OK, I'm not, I'm sorry about that. I don't know what may have happened, but I'll be glad to try and help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your uh you're needing your policy number, is that correct there, Mr. [PII]?
[CUSTOMER][NEUTRAL] Right, you know, and the claim from it.
[AGENT][NEUTRAL] OK, what is your full social? Yes, sir, so that I can look up your information.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Alright, thank you. Give me a couple of moments to locate your information, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so Mr. [PII], first off, what I'll need to do is to verify several pieces of information with you for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Alright, thank you, and lastly your email address please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you very much, Mr. [PII]. OK, so your policy number, you have two different policies with APL. Would you like for me to give you both of your policy numbers?
[CUSTOMER][NEUTRAL] Yeah, I guess be on the safe side so I wouldn't have to call again.
[AGENT][NEUTRAL] OK, well, and I can see, well, we'll talk about that in a minute, but your intensive care policy is 593.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, what's the name of this, this policy, huh?
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] That's an intensive care policy.
[CUSTOMER][NEUTRAL] Intensive care.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, give me that number again.
[AGENT][NEUTRAL] 593.
[AGENT][NEUTRAL] 869. Mhm.
[CUSTOMER][NEUTRAL] 593
[CUSTOMER][NEUTRAL] 869 OK.
[AGENT][NEUTRAL] Yes, sir. OK, so that's one of them.
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The uh, OK, so that policy number that I just gave you, that's your intensive care and coronary care policy, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your cancer policy is 708.
[AGENT][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 708
[AGENT][NEUTRAL] Mhm. 029.
[CUSTOMER][NEUTRAL] 0, OK.
[CUSTOMER][NEUTRAL] OK, is that 200?
[AGENT][NEUTRAL] No, sir. Uh.
[CUSTOMER][NEUTRAL] 770.
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 029.
[CUSTOMER][NEUTRAL] Got you, OK.
[AGENT][NEUTRAL] Now I can see Mr. [PII] that you had previously set up a profile in our online service center portal so that you can log in and upload your claims and all of that we have had an update to our portal.
[CUSTOMER][NEUTRAL] Cancer
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you will need to set up a new profile instead of just logging in.
[AGENT][POSITIVE] Do you still remember the website that you would go to for that portal? If not, I'll be happy to give that to you.
[CUSTOMER][NEUTRAL] Yeah, you need to give it to me because I wanted to, I don't know if I still have it, you know, I don't.
[AGENT][NEUTRAL] OK, sure, and so the website that you will go to, you're gonna type in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] Is that, OK, alright, is that, you said [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'll spell it for you, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] As [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you, OK.
[AGENT][NEUTRAL] When that page pulls up instead of signing in like you did before you know with your username and password that you created, you're going to again have to set up a new profile.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you would just start by selecting the create your OSC account.
[AGENT][NEUTRAL] And then just walk through the steps, you know, filling in the information that it asked for.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And then once you get your account set up, because now it's gonna be tied with your email account, Mr. [PII], but you can actually file your wellness claim online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, good, yeah.
[AGENT][NEUTRAL] Mhm, yes, sir.
[CUSTOMER][NEUTRAL] That might, that might be quicker than trying to fax it to you guys, huh?
[AGENT][NEUTRAL] Yes, sir. It would definitely be quicker. Mhm. But so the uploading your information to the portal is obviously the fastest, and then next would be faxing, and then lastly would be mailing it.
[CUSTOMER][NEUTRAL] Oh what?
[CUSTOMER][NEUTRAL] Yeah, because I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got you, yeah, OK, well, I'm gonna do that then and I think that should do it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, well, if that is all that I can help you with today, Mr. [PII], it was my pleasure in speaking to you and thank you again for calling APL and if you need any assistance with the portal, then just give us a call and we'll be more than happy to help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am thank you very much.
[AGENT][POSITIVE] Well, you're very welcome. And again, I hope you have a nice evening and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, we'll do.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] Um