AccountId: 011433970860
ContactId: 61dadd37-431b-458c-84a1-45fef11f759c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 825500 ms
Total Talk Time (AGENT): 325709 ms
Total Talk Time (CUSTOMER): 302162 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/61dadd37-431b-458c-84a1-45fef11f759c_20250408T19:04_UTC.wav
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[AGENT][POSITIVE] Good
[AGENT][POSITIVE] Afternoon thank you for calling.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you doing?
[AGENT][NEUTRAL] I'm OK, [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have a gentleman on online, um, and have his name. I have his, um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Policy number but unfortunately we're um in broker resources having a hard time pulling up his his policy um I'm guessing he reported his policy before he left the company and so I need to do some digging on that, but he had some questions on his cancer policy um just how it works, things like that and so I was curious if he could help him with that.
[AGENT][NEUTRAL] So he has questions on his benefits, [PII], for the covered half with APL.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. Um, yes, I should be.
[AGENT][NEUTRAL] Able to help him with that if there is a policy certificate that I can look, what is um the gentleman's name?
[CUSTOMER][NEUTRAL] His name is [PII] and his last name is [PII]
[CUSTOMER][NEUTRAL] And policy number is 109684.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1096. OK, one moment.
[CUSTOMER][NEUTRAL] And I looked in on base. I couldn't find it um so.
[AGENT][NEUTRAL] One second, [PII].
[CUSTOMER][POSITIVE] OK, you're good.
[AGENT][NEUTRAL] This is one of those old old policies and it's under a back file, so it's not under the policy certificate. It's under.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And this is one that you just
[AGENT][NEGATIVE] Takes forever to go through.
[CUSTOMER][NEUTRAL] But you have access to his policy because he was asking for a copy of that as well. I just can't find it, OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, it'll have to be created. Our policy will have to be.
[AGENT][NEUTRAL] A request, I have a request will have to be submitted to customer service to have it built.
[AGENT][NEUTRAL] Because the only thing on file is the is just the back file that's like 72 pages.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's his callback number?
[CUSTOMER][NEUTRAL] His callback number is um he's calling me from [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] he did say though that he's not receiving messages from there though um so I have another phone number if you leave a voicemail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] But I, I have him on the line right now. I can, I can patch you through if that works.
[AGENT][NEUTRAL] OK, and did, yes, I'm gonna need to speak to him. Um, what's
[AGENT][NEUTRAL] The other number he gave you?
[AGENT][NEUTRAL] To leave a voicemail?
[CUSTOMER][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Oh, the voicemail at [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And did you verify any of his information, [PII]?
[CUSTOMER][NEUTRAL] Um, no, he provided me the policy number and he provided me the group number and provided me his name.
[AGENT][NEUTRAL] I'm sorry. I can't hear you anymore, [PII]. What was that last part?
[CUSTOMER][NEUTRAL] Um, he verified his name, his policy, and group number.
[CUSTOMER][NEUTRAL] Those were the only thing that's how I found out his policy.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Well, I can finish verifying the rest of this information and I'll be happy to speak to him.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Hey [PII], are you still there? Yes I am.
[CUSTOMER][POSITIVE] OK great I have [PII] on the line and she'll be able to help you OK? Yeah, OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Hi [PII], this is actually [PII]. It's not
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh, OK, that's fine.
[AGENT][NEUTRAL] [PII], it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] Yeah, I was
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Yeah, I was, uh, mainly wanting, uh, a copy of.
[AGENT][POSITIVE] Good. So I understand that you have.
[AGENT][NEUTRAL] Of your policy mailed to you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'd like to have uh a copy of my policy mailed to me.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so I'll be happy to, I can put that request in for you. Now, um, this will take us, mm, it's gonna take several days for us to get that policy together in order to be able to mail it to you because of the length of time, [PII], that you've had the coverage with APL, but yes, sir.
[AGENT][NEUTRAL] I will be more than happy to make that request for you so I do need to verify a few additional pieces of information with you first that [PII] said that she had not verified. So if you could verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, just one moment. You said [PII]?
[CUSTOMER][NEUTRAL] Right, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It just.
[AGENT][NEUTRAL] Are you doing OK today?
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK, and then also your home mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And that's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for, OK, so I was given two different.
[AGENT][NEUTRAL] Numbers the phone number that we have on file for you is the [PII] number that [PII] gave to me. Is that your best contact number?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What, what is it now?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Your phone number that we should have on file.
[CUSTOMER][NEUTRAL] What, what
[AGENT][NEUTRAL] We have a [PII] area code phone number on file for you. Is that the best number that we should have?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, yeah, [PII].
[AGENT][NEUTRAL] Yes sir, OK, and then lastly, do you have, do you use the Internet very much, [PII]? I see we do.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Do not have an email on file for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The email address is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will put this request in for you, [PII], to have the policy mailed. Now it's gonna, again, as I said, it's gonna take several days for us to be able to get that ready to send out to you and then it takes approximately 10 days roughly given the mail service, give or take on receiving that in the mail. Now I'm gonna email you a user guide for our portal that's a fairly new thing that we have for APO where you can set up your profile.
[CUSTOMER][NEUTRAL] That's fine. Yeah, that's fine.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] So that you can have access online as well and you could go ahead and set up your profile, but you're not gonna see your policy out there yet once my request has been fully processed then you'll also have access to that information online, so the email that I'll send to you in a moment it's gonna come from care team.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII] and I will put APL in the subject line so that that's easy for you to recognize it's not being junk or spam mail.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] Um, and, um, OK. So, like, this, this cancer policy, so like, um, I, I, I usually, since I never use it, and then I never, uh, I very seldom get any mail from y'all. So, um,
[CUSTOMER][NEUTRAL] So, like, I, I kind of forget that I have it except when I see it on my, uh being withdrawn from our bank account, you know, monthly, uh $47.53 a month. Um, but am I supposed to like whenever I go to the doctor and they wanna know my insurance?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Am I supposed to give them this policy too, or is that only like if I should uh be treated for cancer?
[AGENT][NEUTRAL] Yes, this is for a cancer policy. It's a cancer policy.
[CUSTOMER][NEUTRAL] Yes, so I mean, when I just go in for like.
[AGENT][NEUTRAL] Not for just, you know, regular appointments.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, and so don't, so there's no need to include that like in my information unless it's cancer related then.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Yeah, that's what I figured, that's what I figured.
[AGENT][POSITIVE] Got it. Yes, sir. That's correct.
[CUSTOMER][NEUTRAL] Yeah, um, OK. There was, I had an intensive care rider, but I don't remember if it was with this policy or with another policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, do you, so, well, I guess, I guess that would be in the policy once you, once, once, once I get my hands on it.
[AGENT][NEUTRAL] Uh, yes, sir, that all of that, that information, yes, it should be included.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] in the policy certificate that you were mailed. That's correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, OK, OK, well sounds good.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Not right now.
[AGENT][NEUTRAL] OK, well, is there anything else, [PII], I can help you with? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I, I think that's all. And so y'all still like located in [PII]?
[AGENT][NEUTRAL] Uh, yes, sir, we are. Mhm. We do still have our local office as well. Mhm.
[CUSTOMER][NEUTRAL] Yeah, what's the zip code there at the [PII]. What's the zip code there?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well, that's a very, yeah, that's an older, we no longer use that. That's not valid for us anymore. So should you need to mail anything to us, you would mail it to our [PII] City address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Now.
[CUSTOMER][NEUTRAL] OK, um, OK, and what's that address?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, is it for claims or what are you, what type of information are you mailing?
[CUSTOMER][NEUTRAL] Oh, well, I'm, I'm not, I, I just, I just.
[AGENT][NEUTRAL] There's different PO boxes depending on the need.
[CUSTOMER][NEUTRAL] OK, OK. That's, that's the.
[AGENT][NEUTRAL] Depending on what type of document is as to what PO box um would be sent to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, OK, no, I, no, I, I won't need that. I won't need that. Alright, I think that's all. I appreciate it.
[AGENT][NEUTRAL] Yes, sir, after, OK. Well, all right.
[CUSTOMER][POSITIVE] Uh, have a good day now.
[AGENT][POSITIVE] Well, if that's all I can help you with, thank you again for calling. You have a nice day as well.
[CUSTOMER][POSITIVE] All right, thank you. Bye now.
[AGENT][POSITIVE] Bye-bye. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.