AccountId: 011433970860
ContactId: 52f4d368-d857-476a-af05-164822fe0374
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294329 ms
Total Talk Time (AGENT): 118616 ms
Total Talk Time (CUSTOMER): 97244 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/52f4d368-d857-476a-af05-164822fe0374_20250129T18:55_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 was calling um I was trying to set up an online account, um, to submit um claims for my mother's cancer policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And for some reason it won't let me set up an online account.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Do you have that policy number handy, sir?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I do, I do not, sorry.
[CUSTOMER][NEUTRAL] I was I was trying to use her social security number.
[AGENT][NEUTRAL] No, that's.
[AGENT][NEUTRAL] OK, yeah, um.
[CUSTOMER][NEUTRAL] Cause I don't have
[AGENT][NEUTRAL] Let's see, do you know um if you're listed on that policy with your mom?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I am, yes.
[AGENT][POSITIVE] OK, perfect. Let me try pulling it up for you. Give me one second.
[AGENT][NEUTRAL] And I can search for her with her social if you'd like.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you said [PII]. Will you repeat that for me because I did not have anybody with that name come up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, the social security number [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me try searching by her first and last name. You said [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. And what is your mom's date of birth, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and then your name sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII] and I am just gonna have you keep bearing with me for just a minute.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] All right. So I am gonna have you verify a couple more things. I just had to um verify your status, I'm sorry, um, but just your status on the policy. I'm gonna have you verify for me, please, just the mailing address if you may.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, I appreciate that. And so unfortunately, because this policy is no longer active, we aren't able to access that online portal so all claims would have to be faxed or mailed. I do suggest if you're mailing things, you only mail copies and not originals.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] All right, that's not what the lady told me the last time I called to get the policy stopped, but OK, all right, yeah.
[AGENT][POSITIVE] I am so sorry for that misinformation.
[CUSTOMER][NEUTRAL] Yeah, when I called to just tell them she had passed away and to stop, you know, um because they because they have stopped.
[CUSTOMER][NEUTRAL] Payment right? I mean, as far as like they're not.
[AGENT][NEGATIVE] Yes, yes, that policy did get lapsed. Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, OK, that is.
[CUSTOMER][NEUTRAL] Lab, OK, alright, so when I did that, she said, yeah, from she said the easiest thing is to do is just go online and do the submissions, but OK, so alright, so I just think.
[AGENT][NEUTRAL] Oh, I'm so sorry because it's truthfully is so much easier, but I'm really sorry it's not available once they lapse it.
[CUSTOMER][NEUTRAL] Gotcha. OK. All right. Um, well, I will just do it the old fashioned way then.
[AGENT][NEUTRAL] All right, I really wish you the best um I recommend if you if you had access to a fax machine I really do recommend that as the next best way to get all that information to us.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure. You take care, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] My pleasure bye bye.