AccountId: 011433970860
ContactId: 4e5381a8-3ba7-4a5b-bbc3-4b092c9186d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461839 ms
Total Talk Time (AGENT): 183117 ms
Total Talk Time (CUSTOMER): 94979 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/4e5381a8-3ba7-4a5b-bbc3-4b092c9186d2_20250515T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, can you hear me? You sound a little staticky.
[AGENT][NEUTRAL] I'm sorry, yeah, can you hear me? Maybe my phone just wrong. Can you hear me better?
[CUSTOMER][NEUTRAL] A Little bit.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] OK, um, I work for, um, the Et public schools, and I, it was open enrollment and I had one of the, um, um, representatives there and we were just going over my, um.
[CUSTOMER][NEUTRAL] My benefits. So I had told him that my husband had had a stroke in November, and he advised that I call because he said, you have a claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, let me get you pulled up. Just one second. I'll need to get you over to our claims department that can help you, but let me first look you up real quick so you don't have to re-identify yourself and all that stuff. Give me just a second here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know your policy number?
[CUSTOMER][NEUTRAL] I'm sorry, I don't.
[AGENT][NEUTRAL] OK, that's OK.
[AGENT][POSITIVE] Not a problem. Can I get in the right system here. Give me just a second.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And you're with, what what's the name of the school?
[CUSTOMER][NEUTRAL] Everett Public Schools.
[AGENT][NEUTRAL] Everett, OK, I wrote, I wrote down, I can't read my handwriting, sorry. Let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And it's spelled [PII], right?
[CUSTOMER][NEUTRAL] Yeah, E V E. Oh no, how do I even forget where EV I've lived here my whole life. E V E, let me write it down, E V E R E T T.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] E V E R E T, OK.
[CUSTOMER][NEUTRAL] I think my brain is mushed right now at work.
[AGENT][POSITIVE] Oh, you're fine. I'm, I'm like that too. I'm like, well, and it's with American Public Life.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] What is it? I'm sorry.
[AGENT][NEUTRAL] Is your insurance with American Public Life or APL?
[CUSTOMER][NEUTRAL] I think it's APL.
[AGENT][POSITIVE] OK, let me just do you by name. Let's just try that. Hang on a second, let me get another route. All right, let's try this. Oh goodness, what's going on here?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That's easy, OK.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see, OK, I've got [PII]. What's the last four of your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh there you are. There you are, there you are. OK, let's see, let me write this down.
[AGENT][NEUTRAL] OK, here we go. So, OK.
[AGENT][NEUTRAL] Oh yeah, it looks like you have a critical illness policy. So yes, let me, OK, let me just get this pulled up and I'll get you someone that can actually help you. Sorry, it's taking me so long to get to your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK. And then what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and what's a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, let me get some from clients bear with me just one second.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. I have a customer on the line that is needing to know how to file a claim. Her husband's had a stroke. Can you help her with that?
[CUSTOMER][POSITIVE] Sure, I can help her.
[AGENT][NEUTRAL] OK, let me give you the policy number. It is 249-8100.
[CUSTOMER][NEUTRAL] 249-8100.
[AGENT][NEUTRAL] Mhm. Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you verify her already?
[AGENT][NEUTRAL] I verify, I verified her date of birth and the last four of her social. I did forget to verify her address and I've got her callback number. It's [PII].
[CUSTOMER][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] And you said [PII], correct?
[AGENT][NEUTRAL] Yes, uh-huh, yes.
[AGENT][NEUTRAL] I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Alright, let me go ahead and pull it up. My name is [PII]. This is my first week, so you probably never heard of me.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh no, you're fine, you're fine. I know it's always scary at first, but you're, you're doing good.
[CUSTOMER][NEUTRAL] All right. Uh, you can go ahead. Did you say you verified her date of birth?
[AGENT][NEUTRAL] Yeah, I got her date of birth, her last four of her social, her name, and a callback number, but I did forget to get her address, so I apologize for that. All right. OK. I'll, I'll pull her on. I'm gonna announce her. OK, just one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll, I'll get the rest I'll get the rest that's OK, right, you can send her over.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, I have [PII] on the phone and she's gonna help you with the questions on filing a claim under that critical illness policy, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Sure you have a great day. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.