AccountId: 011433970860
ContactId: 572f189e-f70a-4e7c-b5fa-7ba03a07b4b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242740 ms
Total Talk Time (AGENT): 132836 ms
Total Talk Time (CUSTOMER): 61665 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/572f189e-f70a-4e7c-b5fa-7ba03a07b4b5_20250306T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling for information on a cancer policy that I have, please.
[AGENT][NEUTRAL] I can help you with your cancer policy [PII].
[AGENT][NEUTRAL] Please get your name and your policy number.
[CUSTOMER][NEUTRAL] [PII] policy number 01041610.
[AGENT][NEUTRAL] OK, Ms. [PII], let me look that up real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am, and then I'm also for security reasons going to need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII]. Phone number is [PII]. Email is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your policy and the number that you just gave me, is that a good call back number if we should get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] And thank you and how can I help you? You said you had some questions about your policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, can you tell me who is on it are my children still on there or is it just me and my spouse?
[AGENT][NEUTRAL] Let me look real quick for you.
[AGENT][NEUTRAL] I am showing that it's you, [PII], and [PII].
[CUSTOMER][NEUTRAL] OK, that's what I needed and to make a um uh like a wellness claim, it's, do I send it in is there a form online that I can get to?
[AGENT][POSITIVE] Yes ma'am, let me give you the website.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get to [PII] on the right hand side you're gonna click at the top right claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is a wellness claim form there on the website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can also you can also file it through the online service center.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] If you wanted to to go into the um.
[CUSTOMER][NEUTRAL] And how do I
[AGENT][NEUTRAL] Let me give you the um.
[AGENT][POSITIVE] Website for that also, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're gonna go in there and sign up um as a new user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is gonna be your first option and then your second option is you're an individual with an APL policy.
[AGENT][NEUTRAL] And then the rest of it is just setting up your um username and password and once you go in there you can also click on filing claim and choose the wellness claim form for the in there also and then you can just send it electronically.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome.
[CUSTOMER][NEUTRAL] And is it um
[CUSTOMER][NEUTRAL] One per year per person, is that how it or?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome, Miss [PII]. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] No ma'am, that's it thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a good rest of your day, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.