AccountId: 011433970860
ContactId: 50c106ee-72e8-425b-954f-1db652a3d73c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599080 ms
Total Talk Time (AGENT): 252302 ms
Total Talk Time (CUSTOMER): 182446 ms
Interruptions: 11
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/50c106ee-72e8-425b-954f-1db652a3d73c_20250212T21:05_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, my policy number is 00.
[CUSTOMER][NEUTRAL] 929.
[CUSTOMER][NEUTRAL] 982
[AGENT][NEUTRAL] OK, thank you and who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So how can I help you today, Ms. [PII], while I'm getting your information pulled up?
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] OK. Uh, and number one, I need you to change. They got [PII]
[AGENT][NEUTRAL] So you're needing to get your name corrected, is that correct?
[CUSTOMER][NEUTRAL] Yes, uh huh, it's supposed to be an [PII]
[AGENT][NEUTRAL] OK, all right. And so give me just a moment. What I'll need to do first off is to verify your information, Ms. [PII] that we currently have on file.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, again, first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, we're gonna, OK, we'll come back to your name and once we finish verifying everything, Ms. [PII], so, uh, your home mailing address please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the 2 numbers that you gave me. What is the number, another number that we could have had at one time?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] How to look, that's been so that's been since [PII]. I don't know.
[AGENT][NEUTRAL] OK, can you verify your social with me, Ms. [PII]?
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So the phone number, which of the two phone numbers is the best number for you that you gave me? The [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, that's my cell number, yes.
[AGENT][NEUTRAL] OK, all right. So just one moment. And then do you have an email address, Ms. [PII]?
[CUSTOMER][NEGATIVE] I do, but I, I don't use it. I don't even go into.
[AGENT][NEUTRAL] You don't really OK, I'm just gonna put no email then, OK, on file so that.
[CUSTOMER][NEUTRAL] 00, that's OK, OK.
[AGENT][NEUTRAL] So give me just one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Cause you had just sent me a policy and I was looking at the policy and I say I needed it.
[CUSTOMER][NEUTRAL] Oh, I saw the end, so.
[AGENT][NEUTRAL] OK. All right, just one moment and we can get.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The information updated that we need to.
[AGENT][NEUTRAL] OK, so on your name instead of the [PII] for the middle initial it should be an [PII], is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am. [PII], yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And again, your date of birth is [PII].
[CUSTOMER][POSITIVE] One, yes ma'am mhm.
[AGENT][NEUTRAL] Just one moment, Ms. [PII], so I'm getting a couple of things updated for you, OK?
[CUSTOMER][POSITIVE] OK, no problem, OK.
[AGENT][NEUTRAL] OK, Ms. [PII], so I have gotten that information all updated for you. I've gotten your phone number updated Mark that you do not have an email.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And gotten your.
[AGENT][POSITIVE] Yeah, got all your information updated. So how else can I help you?
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] OK, I call, I really call for, uh, they before they sending me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh [PII], I'm trying to, uh, application for me to uh do a claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And that's what I thought they supposed to send me a claim.
[CUSTOMER][NEUTRAL] I don't do I need to send a claim in or just send it in in my uh medical in the medical stuff.
[AGENT][NEUTRAL] Are you needing to file a claim with APL?
[CUSTOMER][NEUTRAL] Yes ma'am. Uh, I do.
[AGENT][NEUTRAL] OK, so yes, ma'am. You would have to, yes, ma'am, you will have to.
[CUSTOMER][NEUTRAL] She took.
[AGENT][NEUTRAL] I'm sorry, Ms. [PII], give me one moment. I'm having a technical issue with one of my screens. Bear with me just a moment please. I apologize.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so is this, what type of claim are you needing to file?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, I'm, I'm gonna do the, uh, uh, for my chest X-rays.
[AGENT][NEUTRAL] OK, so I can see now, I do see where it was requested.
[AGENT][NEUTRAL] On the [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] For the policy and a claim form to be mailed.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Uh huh, I have not received.
[AGENT][NEGATIVE] Now they would not have come together.
[CUSTOMER][NEUTRAL] OK, well I just got the policy yesterday.
[AGENT][NEUTRAL] OK. So it may take another day or so before you can receive. So is this for your wellness, your prevention benefit that you're
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yes ma'am, uh-huh, I go every year, uh-huh, I go every year and I didn't know I could file on that until someone told me, so I've been losing a lot of.
[AGENT][NEUTRAL] your screening benefit?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, so she told me I can go back 2 years.
[AGENT][NEUTRAL] OK, so yes ma'am, you can, you can file previous claims. Yes ma'am. Uh, give me just one moment and I'm going to, it may take a couple of additional days to receive them because they wouldn't have been mailed together just because they come from two different.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then, no problem. OK. Mhm, I understand.
[AGENT][NEUTRAL] Locations within the company.
[AGENT][NEUTRAL] Um, now, I can request.
[AGENT][NEUTRAL] Go ahead and request another set of the claim forms be mailed to you if you would like, so you may end up getting multiple.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK, OK, OK.
[AGENT][NEUTRAL] OK, so give me just a moment and I'll go ahead and do that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Since it's
[AGENT][NEUTRAL] Then almost 2 weeks, so just one moment.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, and I'm just gonna re-verify one more time, Ms. [PII]. Your address is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] 7.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK. All right, so I have just requested another 2 forms to be mailed to you for the wellness.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK, no problem.
[AGENT][NEUTRAL] So you may get a double set.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, and your name should be correct um on your information now because I do see it as [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate it. Alrighty.
[AGENT][POSITIVE] You are certainly welcome. And so is there anything else, Ms. [PII] I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, that's it. I appreciate your time and patience with me.
[AGENT][POSITIVE] Well, you're certainly welcome and it was my pleasure. So thank you again for calling APL and I hope that you have a very nice and safe evening.
[CUSTOMER][NEUTRAL] The same to you, OK?
[AGENT][POSITIVE] Yes, ma'am. Thank you very much.
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] Bye bye.