AccountId: 011433970860
ContactId: 614e86a0-76f5-44cc-b25c-fff7b22e9ad1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468649 ms
Total Talk Time (AGENT): 233590 ms
Total Talk Time (CUSTOMER): 144407 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/614e86a0-76f5-44cc-b25c-fff7b22e9ad1_20250602T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi yes my name is [PII]. I um am calling because I had did a claim last week and apparently I guess y'all changed y'all's website within the last few days because I received a text message stating that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] Um, the claim was complete, so I tried to log on and it's new. It's not taking my, uh, username and password, so I even tried to, you know, do another create your OSC, uh, account. It's saying my account is not, uh, found, so I don't know what's going on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yes ma'am, and I apologize miss uh [PII] about that um we are having some issues with the online service center we've got our IT department working on it diligently to try to get the problems resolved. It could be up to 24 hours before it's fixed, but in the meantime I can um look up your claim information and give you the information that you need.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK and what is um callback number Ms. [PII] just in case the call is dropped.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] I have no idea because uh all this information is online but the uh policy is under [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And that's who the claim is on as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That for the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] OK, Ms. [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 going to need for you to verify your address, phone number and email address that we have on the policy.
[CUSTOMER][NEUTRAL] [PII] [PII] T [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying the information. Is [PII] available for me to get the verbal consent to give you claim information for him?
[CUSTOMER][NEUTRAL] No, I'm at work he's at work. I'm on the policy. I'm also insured.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes ma'am, uh, unfortunately the way the policy works the member, the account holder, he can get information for everybody on the policy, but the others that are on the policy can only get information for themselves without consent from the policy owner.
[AGENT][NEUTRAL] Can you 3 way call him? I just need a quick yes it's OK.
[CUSTOMER][NEUTRAL] Yeah, I'm not seeing if we can talk.
[CUSTOMER][NEUTRAL] Is there a paper or something so we don't have to do this every time?
[AGENT][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Yes, I can give you our website so that you can fill out the third party agreement.
[AGENT][NEUTRAL] You just let me know when you're ready for that.
[CUSTOMER][NEUTRAL] Well I mean it doesn't help me right now. He's available um to talk. Hang on one second.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, he's on the line.
[AGENT][NEUTRAL] OK, hi Mr. [PII], this is hi this is [PII] with APL. Ms. [PII] is needing to get your um claim information and unfortunately our online service center is down at the moment. Um, I just need your verbal consent that it's OK for me to give claim information to her for yourself and um for you to just to verify your date of birth for me.
[CUSTOMER][NEUTRAL] OK hi Mr. Hello. Yes.
[CUSTOMER][NEUTRAL] How you doing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address on the policy, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, what else you needed?
[AGENT][NEUTRAL] Your uh email address and phone number, please.
[CUSTOMER][NEUTRAL] [PII] and my email address is [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. I appreciate you verifying that information, taking time out of your day. You can go ahead and go back to work if you'd like to now that I've got the verbal consent.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][POSITIVE] Thank you sir.
[AGENT][POSITIVE] OK, thank you, Ms. [PII] for getting him on the phone.
[CUSTOMER][POSITIVE] OK, thank you Ms. [PII] for getting him on the phone.
[AGENT][NEUTRAL] Alright, so I'm looking at the claim, uh, the claim that was reported on [PII], it has been paid. The claim has deposited $300 by direct deposit. It should be showing up in your account, um.
[AGENT][NEUTRAL] That's on file and it when it.
[CUSTOMER][NEUTRAL] It must might show up today because uh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It just went through on May, right, it just went through on [PII], which was over the weekend, so you may need to give it a couple of days for it to hit your, your bank.
[CUSTOMER][NEUTRAL] Yeah, because it went there this morning.
[CUSTOMER][NEUTRAL] OK, Friday.
[CUSTOMER][NEUTRAL] OK, and uh
[CUSTOMER][NEUTRAL] Authoration to disclose information is the um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Form
[AGENT][POSITIVE] You find it, yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will have him fill this out and once this is uploaded or fixed then I will upload it.
[AGENT][NEUTRAL] OK, perfect. And um let me give you the email address. Do you see the care team email address?
[AGENT][NEUTRAL] On that form
[CUSTOMER][NEUTRAL] Yeah, because I had emailed um y'all earlier because I was on hold for an hour earlier and I I had sent, yeah so I have that uh email address.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK perfect yes you'll just email it there it'll take them 3 to 7 business days to get it uploaded, but once it's on there, then all you have to do when you call is just say that you are authorized to discuss the policy and we can look it up and see that you're on there and you won't have to go through that again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Well, I hope you have a wonderful day, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you, yes, you too.
[AGENT][POSITIVE] Thank you ma'am and thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.