AccountId: 011433970860
ContactId: 49fb5ffb-59a1-4982-8cdd-8dbc091e5fcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 580440 ms
Total Talk Time (AGENT): 275264 ms
Total Talk Time (CUSTOMER): 216649 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/49fb5ffb-59a1-4982-8cdd-8dbc091e5fcf_20250130T21:15_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am. I sent in my wellness form my claim for that, and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have yet to receive that and I'm just calling to see the status of that.
[AGENT][POSITIVE] OK, yeah, absolutely I'd love to take a look at that for you today and so we wanna check on the wellness claim form and.
[AGENT][NEUTRAL] Do you mind if I get that policy number from you real quick, ma'am?
[CUSTOMER][NEUTRAL] I don't have my policy number in front of me. I'm sorry, can I give you my social?
[AGENT][POSITIVE] Yes, I can search for it that way for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, give me just a second to search for that for you.
[AGENT][NEUTRAL] And what is your first and last name, ma'am?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Just bear with me a little longer.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Perfect thank you so much for your patience and would you be able to verify for me, pretty please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And I'm just gonna verify a little bit of uh a little bit of other information with you real quick. Just the mailing address, email and phone number on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, what else do you need?
[AGENT][POSITIVE] Yes, absolutely. Just the email and phone number if you can, my friend.
[CUSTOMER][NEUTRAL] Uh, my email is [PII]. My telephone number is [PII].
[AGENT][NEUTRAL] All right, so, um, that email, it looks like I might have a professional one.
[CUSTOMER][NEUTRAL] It's uh [PII]. Did I do that? Oh.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um, and then the phone number, I have a [PII] area code.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] [PII], yeah [PII].
[AGENT][NEUTRAL] OK, perfect. And then the, but the number you're calling from the [PII], was that a good callback number if we were disconnected?
[CUSTOMER][NEUTRAL] Yes, this is in my office, but I, I guess, and I do need to update my telephone number.
[AGENT][NEUTRAL] OK, I can update that with you. What would you like it to have?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Update my my email address too.
[AGENT][NEUTRAL] OK, both of them I can do for you. No worries. Um, if we start with the phone number, would that be OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. And what is a good phone number we want on here?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then the email we'd prefer instead?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. I do have that updated for you and way to be clever on xylophone, I would have blanked so.
[AGENT][POSITIVE] All right, I do have that updated, my friend, and then, perfect. So I am seeing that.
[AGENT][NEUTRAL] Um, you submitted that wellness claim form. It looks like we received it on our side, um, early December, and it does look like there was a check made out. It looks like you had benefits payable of the $50 and that should have been mailed out to you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Via check, and you, you didn't get it?
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] OK, let me take a look real quick.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] 1
[AGENT][POSITIVE] All right, yeah, I am showing that is still outstanding on my side.
[CUSTOMER][NEUTRAL] When did they
[AGENT][NEUTRAL] They would have mailed it out [PII]. Um, it's been quite a bit of time. I can request for them to um verify that it's outstanding and then um ask for a void and reissue if that's OK for you?
[CUSTOMER][NEUTRAL] Cause I haven't
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's fine, that's fine.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And if you would like, um, do you, have you ever been on to our online service center? you can like put your bank info in and just get that direct deposited instead of uh mailed out in a check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, where do I go? Um.
[AGENT][NEUTRAL] Yeah, are you at a computer right now and I can talk you through it a little while I'm putting in the request.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes ma'am, I am.
[AGENT][POSITIVE] Awesome. So you want to go to [PII]?
[CUSTOMER][POSITIVE] OK, [PII].
[AGENT][NEUTRAL] Mhm. [PII]
[CUSTOMER][NEUTRAL] Am. OK.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK, I, uh, it's a [PII], OK.
[AGENT][NEUTRAL] Yep. And then, um.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] If it's your first time signing in, it'll ask for like your last name, your social, your email address, all of that and we'll put that in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it actually looks like you've signed up before, so I can give you your user name. I wouldn't be able to see your password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But your username is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] But your email, if you do reset it, it is tied to the your work email still.
[CUSTOMER][NEUTRAL] OK. Let me just see here some of the uh.
[CUSTOMER][NEUTRAL] Oh, OK, to the delivery for your verification code. OK, so just hold up a sec. It is uh, OK, my verification code.
[CUSTOMER][NEUTRAL] Yeah, cause I forgotten the password. I didn't realize I had this online.
[AGENT][POSITIVE] No, and so that'll actually make filling out your wellness claims in the future so much easier because you can do it on there and it's just asking you like 4 questions and you submit it and it's done.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh awesome OK.
[CUSTOMER][NEUTRAL] Um, hm, it hasn't made it yet.
[AGENT][NEUTRAL] And did you, are you checking your work email or your Gmail?
[CUSTOMER][NEUTRAL] My work email.
[AGENT][NEUTRAL] So you might check both where I just updated it. I'm showing that your user name is attached to your work email, but your a service center account might now be attached. You might just check both.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, I got, and you know what, it probably be because my phone just dinged.
[AGENT][NEUTRAL] Just buzz buzzed? OK.
[CUSTOMER][POSITIVE] Which is letting me know that I have a new yeah.
[CUSTOMER][NEUTRAL] So what.
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] Uh, no, it didn't.
[CUSTOMER][NEUTRAL] It didn't do that so let me just go to other it didn't send it there.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, it didn't come to me.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Or it just may take a few minutes so it may take it a while because our, our system has been moving a little slow today. So when it finally does go through and basically I just need to go back and put the verification and put in my information.
[AGENT][NEUTRAL] Yeah, absolutely. So you'll just like um click your verification email and then you'll be.
[CUSTOMER][NEUTRAL] The [PII] and backpack from.
[AGENT][POSITIVE] You'll have full access to everything in that online service center and then once you go into the top part there's like a spot called like my account and you can like set up for direct deposit and it makes it I I mean it's just so much nicer just getting money straight to your bank account instead of trying to keep your eyes on the check and as long as you have that filled out before they reissue the check um they'll direct deposit instead.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well it's
[CUSTOMER][NEUTRAL] Well they have it here, create a new password, OK, yeah, I just got the verification code so I'm putting all of this in.
[AGENT][POSITIVE] Oh, wonderful.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Here?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um I see on.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got it thank you.
[AGENT][POSITIVE] Hey, my pleasure and I'm getting that request for that reissue to put in right now and then if you need help with anything else along the way, just give us a call we'd be more than happy to take care of you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Will do thank you so very much.
[AGENT][POSITIVE] My pleasure. Thank you for calling APL you have such a fabulous week.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] You too thank you thank you bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.