AccountId: 011433970860
ContactId: 5fed44ec-e367-4433-be9d-d06b2066636f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383649 ms
Total Talk Time (AGENT): 178365 ms
Total Talk Time (CUSTOMER): 92998 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/5fed44ec-e367-4433-be9d-d06b2066636f_20250424T16:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was calling to check on a claim.
[AGENT][NEUTRAL] OK, you're wanting to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that.
[CUSTOMER][NEUTRAL] I'll speak to actually.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number please, Mr. [PII].
[CUSTOMER][NEUTRAL] Oh my what?
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Good question.
[AGENT][NEUTRAL] Are you the
[CUSTOMER][NEGATIVE] I don't have that with me right now.
[AGENT][NEUTRAL] Are you the primary policy holder, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is your full social security number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Give me a moment to locate your information.
[AGENT][NEUTRAL] OK. And Mr. [PII], I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and also Mr. [PII], any information that I provide for you today would be a verification of benefits and not a guarantee of payment. Um, the next piece of information to verify is going to be your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You have to drive. I know.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the one you gave me. What is another phone number that we can have for you?
[CUSTOMER][NEUTRAL] Uh, my wife I guess.
[AGENT][NEUTRAL] And what number is that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait a minute, let me look. I don't know if it's [PII] or [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Start the [PII]
[AGENT][NEUTRAL] OK, so this phone number, Mr. [PII], that's on file ends in a [PII].
[AGENT][NEUTRAL] Did you have a home phone number at one time?
[CUSTOMER][NEUTRAL] That was made it's been a long time and I have a house number.
[AGENT][NEUTRAL] Is that no longer valid?
[CUSTOMER][NEUTRAL] No, that sounds like my landline phone.
[CUSTOMER][NEUTRAL] I don't have that anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so the phone number for you is [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Thank you and the last piece of information to verify is your email address.
[CUSTOMER][NEUTRAL] Oh who?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you very much, Mr. [PII].
[AGENT][NEUTRAL] Now do you use the computer very much, Mr. [PII]? and I'm asking you that because we now have a portal that you can set up your profile in to have access also to your information online.
[AGENT][POSITIVE] And if you think that is something you would be interested in, I'll be happy to email you the user guide that explains how to set that up.
[CUSTOMER][NEUTRAL] Well you know email it.
[AGENT][NEUTRAL] OK, I'll be happy to do that and I'll do that when we get off of our call, and the email that you're gonna receive, Mr. [PII], will come from [PII].
[AGENT][NEUTRAL] And I will put a PO in your subject line for you, OK? Now you said that you said that you were calling to check for a claim status, is that correct? For is this claim would the claim be for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Direct
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so on, and this is on your cancer policy, is that correct?
[CUSTOMER][NEUTRAL] Is it on my cancel policy now a disability claim.
[AGENT][NEUTRAL] OK, so, OK, so now, Mr. [PII], you do not have a disability policy with APL. The only policy you have with our company is a cancer policy.
[CUSTOMER][NEUTRAL] I mean I got it confused.
[CUSTOMER][POSITIVE] Yeah, I know I got that one.
[AGENT][NEUTRAL] So, yes, sir, that's the only policy that you currently have with us?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Wait, let me look at this thing right quick.
[CUSTOMER][NEGATIVE] I got so much junk. I don't know.
[CUSTOMER][NEUTRAL] Yeah, who I'm calling?
[CUSTOMER][NEUTRAL] OK, what do you think? OK, now this.
[CUSTOMER][NEUTRAL] You are American.
[AGENT][NEUTRAL] Oh, yes, so that would be a different company.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, I've seen that, uh.
[CUSTOMER][POSITIVE] Thank you for your time.
[AGENT][POSITIVE] Well, you're welcome, Mr. [PII], and I will send you that user guide in just a couple of minutes. So is there anything else I could help you with today?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] No, that'll get it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling A absolutely, you're welcome, ma'am. It was my pleasure in speaking to you. So thank you again for calling APO and I hope you have a very nice rest of your day.
[CUSTOMER][POSITIVE] Appreciate the
[CUSTOMER][NEUTRAL] All right, you too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you. I er.