AccountId: 011433970860
ContactId: 616fdae0-fb3e-4001-a422-97ab8e3a2aa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314200 ms
Total Talk Time (AGENT): 131912 ms
Total Talk Time (CUSTOMER): 101551 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/616fdae0-fb3e-4001-a422-97ab8e3a2aa0_20250512T12:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm trying to create an account online, but the system says that it's uh not eligible to uh be created. Is there any way you can help with that?
[AGENT][NEUTRAL] Yeah, let's take a look. Do you have, is it your own individual policy?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Oh, OK, great. What's the policy number? Do you have that?
[CUSTOMER][NEUTRAL] Uh, no, um, I don't have the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you the social.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, I can look it up by social. What is that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] Alright, give me just one moment please. Let me do a search.
[AGENT][NEUTRAL] And what is the first and last name on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And then for verification, I will need your date of birth and address, please.
[CUSTOMER][NEUTRAL] Sure, it's [PII] [PII].
[AGENT][POSITIVE] Thank you. All right.
[AGENT][NEUTRAL] So your policy when I pull it up is a secondary policy with us. Um, it's not showing in an active status. Are you still um with the same employer and everything?
[CUSTOMER][NEUTRAL] Yes, it's just the policy was canceled, um, effective May effective [PII] was the last day that the policy was active. However, um, we're trying to find a file a claim for services rendered prior to the policy being canceled.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, uh, totally, totally understand. All right, so you guys can absolutely still do that unfortunately there's not a way to create the online profile when it's no longer active, so you'll have to, yeah, so you'll just have to submit it to us either you can mail it or fax it whatever is more convenient for you.
[CUSTOMER][POSITIVE] Got it OK.
[CUSTOMER][NEUTRAL] OK, um, what would be both, yeah, what would be if.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][POSITIVE] If you don't mind, thank you.
[AGENT][POSITIVE] I'll get, no, no worries. Uh, the fax number is gonna be 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 336 5.
[CUSTOMER][NEUTRAL] Can you repeat that [PII]?
[AGENT][NEUTRAL] Uh-huh, yes ma'am.
[CUSTOMER][NEUTRAL] OK, yes, OK.
[AGENT][NEUTRAL] And then 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would put attention claims.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then our physical address is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] And the zip code
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would just address that uh to APL and you could put attention claims underneath that.
[CUSTOMER][NEUTRAL] Just that, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, got it. So just APL, not like the whole word American public life APL.
[AGENT][POSITIVE] Yeah, you don't have to put, yeah.
[CUSTOMER][NEUTRAL] OK great so mail or fax OK and you did you say email as well or just mail and fax?
[AGENT][NEUTRAL] Just mail and fax, yep, those would be the two options, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I'm gonna repeat to you if you don't mind the fact, um, [PII].
[AGENT][POSITIVE] No, absolutely, yeah.
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] And then um the [PII] was [PII].
[AGENT][POSITIVE] Yes, ma'am, absolutely.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help you've been amazing. I really appreciate it.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. Not a problem. Have a great day.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Bye bye.