AccountId: 011433970860
ContactId: 68e91b6c-1f8b-43d4-ad76-ac50880673b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642169 ms
Total Talk Time (AGENT): 288775 ms
Total Talk Time (CUSTOMER): 245376 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/68e91b6c-1f8b-43d4-ad76-ac50880673b2_20250207T19:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have a um cancer policy that we've had forever. I think it's since.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, yes, that is all.
[CUSTOMER][NEUTRAL] And I'm trying to log in and it's not letting me. I mean, I put in the name and zip of when we did the policy but I don't I've never logged in online so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're the policy holder and you're trying to set up the online service center profile, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Well, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][POSITIVE] Thank you. And Miss [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It's A 003.
[CUSTOMER][NEUTRAL] 5043
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, Miss [PII], I'm gonna have to try and look your information up by your name, um, because of it being a
[CUSTOMER][NEUTRAL] OK, it's under.
[AGENT][NEUTRAL] It's under your name. You're the insured?
[CUSTOMER][NEUTRAL] It's under, it's under [PII].
[CUSTOMER][NEUTRAL] And he has family coverage on his wife.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So is it just [PII] or is [PII] short for anything else?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] You not see anything under that policy number?
[AGENT][NEUTRAL] No, ma'am, not when the system changed a long time ago, um, it issued more updated. I just can't pull it up with that number, so I was gonna try to look by his name.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It just takes a little longer to search by the name, but.
[AGENT][NEUTRAL] We'll find it.
[CUSTOMER][NEGATIVE] We're still paying the premium.
[AGENT][NEUTRAL] Yeah, it may take us as long as y'all have had the policy. No, I'm just kidding to look at it, but we'll find.
[CUSTOMER][NEGATIVE] I know, it's terrible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Miss. [PII], I will need to verify several things with you for security purposes first. So first off, if you could please verify Mr. [PII]'s date of birth and then also your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][NEUTRAL] And mine is [PII].
[AGENT][NEUTRAL] Thank you, the home address that we would have on file?
[CUSTOMER][NEUTRAL] The one that's on this policy is [PII].
[AGENT][NEUTRAL] OK, what's a that's not what we have on file for you all now so what.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] It may be a [PII].
[AGENT][NEUTRAL] OK, what is it no.
[AGENT][NEUTRAL] That's not it either.
[CUSTOMER][NEUTRAL] No, oh Lord, we've moved so many times. I, I mean our current is [PII].
[AGENT][NEUTRAL] Mm, no.
[CUSTOMER][POSITIVE] But um oh my goodness, where in the world?
[CUSTOMER][NEUTRAL] Uh, let's see if I have any information.
[CUSTOMER][NEUTRAL] Oh yeah, the other one that we got a notice from was.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think that was the last thing I see in '95. Then we live, oh God, we were a builder and we lived at uh [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This is something [PII].
[CUSTOMER][NEUTRAL] And we lived.
[CUSTOMER][NEUTRAL] Uh, it wasn't [PII]?
[AGENT][NEUTRAL] Uh uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh. According to our records, yes, ma'am, something.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh my gosh, I'm trying to think everywhere we lived.
[CUSTOMER][NEUTRAL] We lived, we moved from
[CUSTOMER][NEUTRAL] Homestead to Hunter's Ridge.
[CUSTOMER][NEUTRAL] Then we moved to
[CUSTOMER][NEUTRAL] Dogs like estates.
[CUSTOMER][NEUTRAL] And then we moved to.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] And this has, uh, the only other clue I'm gonna be able to give you, Miss. [PII], I'm so sorry for security, it has the word Charleston in it.
[CUSTOMER][NEUTRAL] Oh, [PII] Point Court.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What was that house number though? I have to also be able to verify that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 00 my lord, I'm gonna have to look, let me text my husband real quick. Hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well my home, my husband was a home builder and we were building every 2 years, we were building a house and moving.
[AGENT][NEUTRAL] Oh, well. So you're professional movers on the side.
[CUSTOMER][NEUTRAL] And we, I mean, so we've had like 7 or 8 addresses. I'm like, oh my God, don't ask me an address.
[AGENT][NEUTRAL] Builders and professional movers.
[CUSTOMER][NEUTRAL] Um, that is crazy.
[CUSTOMER][NEUTRAL] I just
[AGENT][NEUTRAL] Do you wanna, well, while you're waiting on him, do you wanna go ahead and give me the phone number that we would have on file? It's not your number. I can tell you that part.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, that's not it either.
[CUSTOMER][NEGATIVE] Like this stuff's so old.
[AGENT][NEUTRAL] This one would end in a [PII] and that's all the information I could give you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the area code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So is that no longer, OK.
[CUSTOMER][NEUTRAL] That was our house phone that we no longer have.
[AGENT][NEUTRAL] OK, so while we're waiting on Mr. [PII] to respond to you, I will, I'm gonna go ahead and let you know a few pieces of information, Miss. [PII], so we obviously need to get several things updated on your profile in our system.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But we can only do that with Mr. [PII] unless he's able to give me authorization for this one phone call to update the information with you and that is just due to security since he is the primary policy holder.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And same thing with setting up the.
[CUSTOMER][NEUTRAL] That's fine and it may be better that we call back when he's home.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then if I just need to know everything I need.
[AGENT][NEUTRAL] Yes ma'am, so I mean those are the final pieces of information um we're gonna need to update obviously your address and your phone number. We do not currently have an email on file so you know we need to add that because you will need to have updated information before it's going to let you set up that profile in the portal the security um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We can, we've.
[CUSTOMER][NEUTRAL] Well, that's what I'll do as long as I can do that so I would need, of course we need his.
[CUSTOMER][NEUTRAL] Information my information.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, date of birth, um, both date of birth and what you don't have all that. So the main thing was that.
[AGENT][NEUTRAL] Mhm. And if you, you know, whoever you speak to is gonna need to, you know, again, they'll if it's not, if you don't speak to me, which I can't say you will or won't, but you know, they're gonna wanna verify that what we do currently have on file as far as the street number and name and our city, state and zip, and the phone number.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I know, I know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Before we can update information.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] And then once that's updated we can go online and then if we need to file a claim.
[AGENT][NEUTRAL] That is correct, yes ma'am. Then once everything has been updated, right, you'll be able to create the profile.
[CUSTOMER][NEUTRAL] We can then get all.
[AGENT][NEUTRAL] And again if Mr. [PII] is on the call and he says that he authorizes us to provide you that information of how to set it up and all of that, we can do that but he would just have to be on the call.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] On the call, so that might be he hasn't texted me back so I don't wanna.
[AGENT][NEUTRAL] To give us verbal approval.
[AGENT][NEUTRAL] And I don't mind waiting another minute or two if, you know, or.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Or it's, that's entirely up to you though.
[CUSTOMER][NEGATIVE] Yeah, he he hasn't responded so why don't, I mean it's not like urgent today so.
[AGENT][POSITIVE] So I'm so sorry, excuse me.
[CUSTOMER][NEUTRAL] I will just um
[CUSTOMER][NEUTRAL] No, um, I will call back.
[CUSTOMER][NEUTRAL] I wrote down what I need, so I just need the street number of the [PII] Point address and I got the phone number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then uh we will get everything updated at that point.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, no problem. I, I appreciate it. I just, I didn't, I had no clue how to.
[CUSTOMER][NEUTRAL] You know, things just weren't
[CUSTOMER][NEUTRAL] We just didn't have the technology back then.
[AGENT][NEUTRAL] Sure, lot's changed since then.
[CUSTOMER][NEUTRAL] To do this kind of stuff, it has, it has.
[AGENT][NEUTRAL] A lot changed
[AGENT][NEUTRAL] And it's changing every day.
[CUSTOMER][POSITIVE] We're young, yeah, but anyway, I appreciate it and we'll just, uh, he hasn't text back so I won't hold you up. I'll call um back and um we'll get, we'll get everything set up.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, that will be fine then. So if that's all, Miss. [PII], that I can help you with at the moment, it was my pleasure in speaking with you and thank you again for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. You too, bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.