AccountId: 011433970860
ContactId: 604167e1-cd74-413c-b509-abb11e236a38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396149 ms
Total Talk Time (AGENT): 169951 ms
Total Talk Time (CUSTOMER): 132956 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/604167e1-cd74-413c-b509-abb11e236a38_20250515T16:28_UTC.wav
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[CUSTOMER][NEUTRAL] Canada
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling about an employee at uh FA, and, uh, that group number, if you hang on, I'll give it to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 20939.
[CUSTOMER][NEUTRAL] I'm sorry, that was 203-209-39.
[AGENT][POSITIVE] OK perfect
[AGENT][NEUTRAL] Let me pull up that group real quick.
[CUSTOMER][NEUTRAL] they're locked down and they're gonna.
[CUSTOMER][NEUTRAL] And North America and we use that and that crisis.
[CUSTOMER][NEUTRAL] To bring in our regional security centers.
[AGENT][NEUTRAL] And um who was the employee that you wanted to check on?
[CUSTOMER][NEUTRAL] Uh, I give you a policy number 246.
[CUSTOMER][NEUTRAL] 2851
[AGENT][NEUTRAL] 2462581. Is that correct?
[CUSTOMER][NEUTRAL] 2851.
[AGENT][NEUTRAL] 2851.
[CUSTOMER][NEUTRAL] My husband
[AGENT][NEUTRAL] And you don't have his name their name at all?
[CUSTOMER][NEUTRAL] Oh, I do. It's it's [PII] or [PII] or however you pronounce it.
[AGENT][NEUTRAL] Car
[AGENT][NEUTRAL] OK, and what were you wanting um in regards to her um account?
[CUSTOMER][NEUTRAL] Um, well, she's got this, uh, this indemnity plan, this hospital indemnity plan, and can you tell me that I get the premium at 332.93, when was this policy first taken out?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, and um can you send me, can you send her or me a card, an ID card and a claim form for that policy?
[AGENT][NEUTRAL] Yeah, absolutely. So if you go on to our um website, you will have all the claim forms there. So if she has like a hospital indemnity or it looks like she has another policy as well with us, um, so if she needed to use both of them, those will both be on our website on [PII].
[CUSTOMER][NEUTRAL] That you have to
[CUSTOMER][NEUTRAL] OK, does she have to log in to do anything to get that?
[AGENT][NEUTRAL] No, no, sir, it's just open to the public, um, it's gonna be uh on the right hand side on a tab called claims and forms.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Um, and then if she just scrolls down she's able to download those um forms that she needs.
[CUSTOMER][POSITIVE] there's a good chance I'm looking just in case so I don't, OK, great.
[AGENT][POSITIVE] Yeah, absolutely, and you can even filter by product so hospital indemnity is one of the products and so she can click on that and then those will be the forms.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Awesome, um, well.
[AGENT][POSITIVE] And then for the ID card, I'm happy to send that um to you. What was your um email address?
[CUSTOMER][NEUTRAL] It's [PII]. That's [PII]
[AGENT][POSITIVE] [PII], OK, perfect.
[AGENT][POSITIVE] Alrighty, give me a few minutes and I will send that over to you, OK?
[CUSTOMER][POSITIVE] That's awesome. Let me just confirm another thing while I have you. Uh, this is also on [PII], and she has a cancer plan. What, what is that cancer plan? It's a cancer level what?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Cancer plan level 4.
[CUSTOMER][NEUTRAL] Level 4, are there any riders?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me put you on hold and see if I can find that out for you, OK?
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] Alrighty, of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Challenge
[AGENT][NEUTRAL] Do you know how to tell us there's a rider on a policy?
[AGENT][NEUTRAL] Yeah, no, OK, this I'm on the phone with this guy and he's asking if there's a writer and I'm like I have no idea. I have no idea. He just said, is there a writer on it.
[AGENT][NEUTRAL] And I'm like, I don't know.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] look there
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like I don't even know. I would think where we just were we had those two parts.
[AGENT][NEUTRAL] Or what's that
[AGENT][NEUTRAL] I would think that it would say something here. Yeah, I might just call it or have call him back.
[AGENT][NEUTRAL] Yeah, I don't know.
[AGENT][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] Hey [PII] are you still there?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm gonna have to dig into the policy a little bit and um see if there is a writer on it and I can include that in that email that I'm gonna send over to you if you would like.
[CUSTOMER][POSITIVE] I, I was gonna say if you would just wanna send me a copy of the cert page that'd be great.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Yeah, that'll be that'll that way you don't have to do anything other than just attach and send.
[AGENT][NEUTRAL] OK great and just to confirm it uh your email is um [PII] and then.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yep, that's it. Dele adviser benefits.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect I will um send that information over to you just give me about 20 minutes, OK?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Sounds great. You've been really helpful thanks [PII].
[AGENT][POSITIVE] Alrighty.
[AGENT][POSITIVE] Absolutely thank you bye bye.