AccountId: 011433970860
ContactId: 4f6db750-f58c-40b1-8ed7-65fd5db9ea80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 804840 ms
Total Talk Time (AGENT): 417076 ms
Total Talk Time (CUSTOMER): 411662 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/4f6db750-f58c-40b1-8ed7-65fd5db9ea80_20250131T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII], and um
[CUSTOMER][NEUTRAL] I got a hold of a nice lady in [PII] yesterday. And, but she told me, I, I live here in [PII], and I need to send my papers to [PII]. And I've got that address, uh, [PII]. But I was gonna ask you, what is your phone number? I have a phone number for y'all for years, years ago, but I was gonna ask you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, so I don't call, uh, [PII] again. Is it [PII]?
[AGENT][NEUTRAL] OK, Miss [PII], so you're just trying to verify what our phone number is now, is that correct?
[CUSTOMER][NEUTRAL] Yeah, for next year when I've, I've, I've got everything covered, but I, I called, I saw uh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The number for the [PII]. I have so many papers. I'm getting mammograms. I have a special bag. I put it all in. I just wondered for next year, if I'd be calling the right. I guess I would be because I got you at [PII].
[AGENT][NEUTRAL] Uh, actually, the only phone number you should have for us now, Ms. [PII], is our [PII] number.
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][NEUTRAL] OK, let me erase this one.
[CUSTOMER][NEUTRAL] Good. I figured there might be a different [PII]. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, same, there is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it [PII] and I'll put that in my notes for next year.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And, oh, I'm sorry. Go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] So, because.
[CUSTOMER][NEUTRAL] Oh, anyway, I'm just sending in. I have a policy with you guys, and I get $75 for having a mammogram done.
[CUSTOMER][NEUTRAL] So I'd always
[CUSTOMER][NEUTRAL] I go to [PII] over in [PII], and then things change, you know, from year to year. So I got my itemized statement, but usually they fumble around it at uh [PII] cause they said, now you need to do this for an itemized statement. So I'm trying to keep it up to date year to year.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so Miss [PII], since you do have a policy with us, let me pull up your policy information and verify some things with you to make sure we have everything correct on your profile. Yes, I certainly will. So first off, what's a good callback number in case we were to be disconnected?
[CUSTOMER][NEUTRAL] Yeah, would you?
[CUSTOMER][NEUTRAL] If we got disconnected um [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][POSITIVE] Yes, I do, girl. It is.
[CUSTOMER][NEUTRAL] 00499905
[AGENT][NEUTRAL] OK, thank you. Give me a moment, Miss [PII], to get that information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so any information that I may provide for you today, Miss [PII] would be a verification of benefits and not a guarantee of payment. So first off, if you would please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you, one of them we have the number you gave me as your cell number. We do also have another phone number on file for you. Do you.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] It is in a [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It ends in a [PII] and it's a phone number in case of an emergency.
[AGENT][NEUTRAL] Uh, no, ma'am, it's just another phone number that's on file for you. I don't know if it was a landline or maybe another cell number, same area code, but the phone number ends in a [PII].
[CUSTOMER][NEUTRAL] I think it might have been a landmark.
[CUSTOMER][NEUTRAL] No, the only phone I have now is my cell, and it's [PII].
[AGENT][NEUTRAL] I like
[AGENT][POSITIVE] OK, all right, thank you. So I'll get that updated for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the last thing would be your email address.
[CUSTOMER][POSITIVE] OK, it's be happy, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes ma'am, that is what we show on file. Now, Miss [PII], do you, um, do you use the internet at all?
[CUSTOMER][NEUTRAL] No, I don't. You mean, I, I.
[CUSTOMER][NEUTRAL] The internet, I do email. I, I don't send anything. I'm not techy at all. I'm [PII] and my son has to help me or I find a second grader in my neighborhood and they can help me out.
[AGENT][NEUTRAL] Um, I'm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK, well, I was just asking that because we do have a portal. I mean if you have someone like you said your son, that could help you to set this up and submit your information online it's very quick and it's easy now to submit um your wellness claims because you don't have to provide the itemized bill and everything anymore this you just complete a wellness claim form.
[CUSTOMER][NEUTRAL] But now,
[CUSTOMER][NEUTRAL] Oh, the girl I talked to in oh in [PII], she was gonna, oh, go ahead. She was gonna send me an explanation of benefits thing, but she said, this time, I don't have one. So, uh, she's sending me an extra one, and I was gonna fill one out.
[AGENT][NEUTRAL] So if you would like
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To send the claim form. Well, if you would like, well, this would be a, a wellness, I see where you did speak to someone yesterday that they, and they were gonna send a wellness claim form for you. Yes, ma'am.
[CUSTOMER][NEUTRAL] An explanation
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Is that it? Yeah, that's what she was gonna say.
[AGENT][POSITIVE] Uh huh, so you don't have to worry about getting all those itemized bills and stuff like you did in the past. Now if you would like so I can go ahead and I will email you this user guide for our portal and if you decide that you would like to have, you know, your son help you to set that up or set that up for you, that's up to you, um, then you could do that and you can.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Actually in within our portal you can add in direct deposit information so that if we're able to pay the benefits to you they can be electronically, you know, just deposited to your account instead of having to wait on the paper check to be mailed to you.
[AGENT][NEUTRAL] But all of those instructions are in this user guide.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again it's just once you set it up there's, it gives all the instructions but there's a button that says file a wellness claim and you just click on that and mark the boxes and everything for the type of test you had and then you just upload it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Honey, you are so techy. All that stuff you are talking.
[AGENT][POSITIVE] And it's quick.
[AGENT][NEUTRAL] No, I'm not really.
[CUSTOMER][NEUTRAL] I am a doofus, but you can send it to me. I doubt if I'll do it because
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I'll just go ahead.
[CUSTOMER][NEUTRAL] Well, go ahead and send it, but on this wellness thing, the girl I talked to yesterday, is she's sending me a wellness form or she's sending me a benefits, something with the word benefits in it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, I don't know. It's a wellness benefit claim form.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah. She said I probably should send the wellness benefits claim form with my itemized statement that I have to mail to you.
[AGENT][NEUTRAL] Yeah, OK, and if you already have them, you can send them, but you don't, you'd, and the instructions are on that claim form, um, let me give me just one second to get that pulled up.
[CUSTOMER][NEUTRAL] OK, so she's sending me an estimate.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What I was gonna say is, she's sending me one from [PII], and I'm gonna mail it to you guys in [PII], uh, with my either my statement.
[AGENT][NEUTRAL] Well, we're scattered out everywhere. I'm actually in [PII] as well.
[CUSTOMER][NEUTRAL] Oh, she was too. She's, she's working from home remotely. She told me, OK, well, OK. So I play like you're in [PII]. You're really in [PII]. How cool is that?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, I.
[CUSTOMER][POSITIVE] OK. Don't you love working from home? I have friends that do, and they love it.
[AGENT][POSITIVE] Yes, ma'am, it is pretty nice. I must.
[CUSTOMER][MIXED] Pretty nice, except you don't see your co-workers and you, you're isolated, but
[AGENT][POSITIVE] Not, not too much, but I mean we do have, um, we do have meetings occasionally where we gather all, you know, together, you know, obviously it's different states, so people that are here meet together and actually we just did that this week, so we have lunch and so it's, it's nice we're not totally isolated from everyone.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh, that's good.
[CUSTOMER][NEUTRAL] From people.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yes ma'am, the email I'm yeah I'm gonna just go ahead and send this to you and like I said if you decide.
[CUSTOMER][NEUTRAL] So if you
[AGENT][POSITIVE] To send it, I mean, to set it up and have your son help you because it's just, it's very convenient, Ms. [PII], as far as submitting stuff to us, you know, it doesn't get lost in the mail. Yeah, you know, it's, it's a lot simpler, but um.
[CUSTOMER][NEUTRAL] It is just a piece of cake.
[CUSTOMER][NEGATIVE] I know people are stealing it. We're having problems at my post office. We have to go in and put it inside, because people were putting magnets on, on coat hangers and getting people's mail out of the blue boxes on the street.
[AGENT][NEUTRAL] 00 no, really?
[AGENT][POSITIVE] Oh my goodness. That is wild. Now, you are honestly the first person to tell me about that occurring. Oh my goodness.
[CUSTOMER][NEUTRAL] Isn't that wild?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, things have been getting stolen, so they put a box inside behind the counter where nobody could steal unless they jumped over the counter while nobody was looking.
[AGENT][POSITIVE] Oh my goodness. That is, that is pretty crazy. Yes, ma'am.
[CUSTOMER][NEUTRAL] But isn't that crazy?
[CUSTOMER][NEUTRAL] Oh, this world is crazy.
[AGENT][POSITIVE] It's definitely
[CUSTOMER][NEUTRAL] But I was gonna say if you, huh?
[AGENT][NEUTRAL] It's definitely not like it used to be.
[CUSTOMER][NEUTRAL] It ain't like it used to be, that's for sure. I'm telling you, people steal things and my neighbor left his garage door open and they got his lawnmower, but he left it open accidentally. But anyway,
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] But what I was gonna ask you on that benefits form, if you'll go ahead and send me one too, I'll have an extra one for next year if I live that long, which I hope to.
[AGENT][NEUTRAL] Oh, don't say that. Yes, ma'am, and
[CUSTOMER][NEUTRAL] Don't be talking like that. I know.
[AGENT][NEUTRAL] Well, um,
[CUSTOMER][NEUTRAL] But send if you would send me.
[CUSTOMER][NEUTRAL] And put and put that link on my phone. I will, I'll try to get [PII] to help me. I mean, he will.
[AGENT][NEUTRAL] Yeah, so what I'm gonna do since she's already requested it to be mailed to you I'm just gonna go ahead and attach that claim form to this email that I'm gonna send you with that user guide.
[AGENT][POSITIVE] And that way you'll have it and he could print it for you, you know, whenever you need it.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Well, honey, I don't have a printer attached to my phone.
[CUSTOMER][NEUTRAL] I don't know how to uh
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I can't print anything from my phone, so you'd have to mail it to me.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] Does that make sense to you? Uh, do most people have a printer? I don't.
[AGENT][NEUTRAL] It does.
[AGENT][NEUTRAL] Um, I mean, you know, it, it just depends on the person and their need, honestly, you know, Miss [PII], I didn't know if maybe your son had a way he could print it for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, he doesn't.
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] He doesn't? OK, well then I don't suppose there's really any need um for me to send you that email then if something changes, you know, you can call us back.
[CUSTOMER][NEUTRAL] No, you can go ahead and send the link. Go ahead and send the link for fun and we'll look at it, but uh.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh but you can send the link, but we can't print anything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So that wouldn't do good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well I will go ahead and send this to you and is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Not a thing. I appreciate you and enjoy your day in [PII]. It's kind of a nice day today in [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's not nice here. It's gloomy. It's gloomy and got a lot of rain last night, but it's supposed to be pretty nice this weekend, or that's what they say anyway.
[CUSTOMER][NEUTRAL] It's the temperatures.
[CUSTOMER][NEGATIVE] Yeah, that's what they're saying here, because we had, we had the super gloomy, foggy day yesterday and it was awful.
[AGENT][NEGATIVE] Uh, yeah, those gloomy days aren't too much fun, for sure.
[CUSTOMER][NEUTRAL] You know, it gets to you.
[CUSTOMER][POSITIVE] No, you've got to make joy for yourself some way.
[AGENT][POSITIVE] That's right. Absolutely.
[CUSTOMER][POSITIVE] All right, honey. Thank you so much.
[AGENT][POSITIVE] OK, well, you are certainly so welcome, Miss [PII]. It was my pleasure in speaking with you today and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too. I hope the sun shines all weekend.
[AGENT][POSITIVE] Me too. Me too. All right. Absolutely. You're very welcome. OK, and thank you for calling APL.
[CUSTOMER][POSITIVE] I'll take it out. Thank you for your help. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Papa.