AccountId: 011433970860
ContactId: 693b3447-fb88-42ed-ba8b-66a357cfdb6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 668780 ms
Total Talk Time (AGENT): 253962 ms
Total Talk Time (CUSTOMER): 130827 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/693b3447-fb88-42ed-ba8b-66a357cfdb6a_20250107T17:22_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I got a policy with you guys, and I'm not at home so I don't know the policy number but I want to see what was all included in the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I'd love to help you understand some of your benefits today. um, do you have the social security number for that policy?
[CUSTOMER][NEUTRAL] How can I find
[CUSTOMER][POSITIVE] Uh yes I do.
[AGENT][NEUTRAL] OK, I can look it up with that for you if you like.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one second to search that for you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And your first and last name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and can you verify for me please your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] you said?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm so sorry. I was right in the policy to go through the verification with you and it just closed out on me. Um, give me just one second while I pull that back up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And could you verify for me, Mr. [PII], your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Perfect. So it looks like you have 2 active accounts with us right now. The first one looks like an accident policy and the other one looks like a.
[AGENT][NEUTRAL] Um, like maybe a critical illness policy, but I'm gonna double check that real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, which one are
[CUSTOMER][NEUTRAL] Is it cancer?
[AGENT][NEUTRAL] Oh, it's a cancer, yes, um, which one are you wanting information on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, really, I just wanted to know what I had, uh.
[AGENT][NEUTRAL] Oh, it's an intensive care and coordinary care policy. It just had a lot of fees in it, so I wasn't sure and then let me see what the CPA sorry they just have cute little codes like CPA 2200, um.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] OK, the CPA 2200 is the cancer policy and then the intensive coronary care and ICU.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Policy, so both of those.
[CUSTOMER][NEUTRAL] So how much is the intensive care policy?
[AGENT][NEUTRAL] Uh, it looks like, let me see if I have that listed.
[AGENT][NEUTRAL] I have that at $9 a month.
[CUSTOMER][NEUTRAL] And how much is the cancel policy?
[CUSTOMER][NEUTRAL] Is $7070.
[AGENT][NEUTRAL] 7710.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's that's what I want to know.
[AGENT][POSITIVE] Yeah, absolutely. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, can I, well, yeah, can I get some brochures or something sent to me on, on those, on those policies, you know what.
[CUSTOMER][NEUTRAL] What what are they entail?
[AGENT][NEUTRAL] Yeah let me see if I can get this pulled up for you, both of them real quick and then.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can email you your policy documents if you'd like, um, but I don't have an email address on file so I would just need one.
[CUSTOMER][NEUTRAL] OK, uh, what about mailing them? Can you mail them?
[AGENT][POSITIVE] I can I can put in a request to have them mailed out for you absolutely.
[CUSTOMER][NEUTRAL] OK, that would be better.
[AGENT][POSITIVE] OK perfect hang on one second with me while I get that request put in.
[AGENT][POSITIVE] Are you having a [PII] so far?
[CUSTOMER][POSITIVE] Oh yes ma'am, I am. How about you?
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] I'm having a really great [PII]. Thank you so much for asking.
[CUSTOMER][NEUTRAL] Where are you located?
[AGENT][NEUTRAL] Um, [PII], yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] It's a little chilly here, but it's not, I mean,
[AGENT][NEUTRAL] I know it's worse in a lot of other places, so I'm trying to remember that.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah, we're not on the east coast.
[AGENT][NEUTRAL] Yes, my family is. I grew up over in [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And so I just like, it's really hard to complain when I know it's like really cold for them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We used to have this agent, this agent that came through the city once a year named [PII]. Are you familiar with her?
[AGENT][NEUTRAL] No, I don't think so. Um, was she with APL?
[CUSTOMER][NEUTRAL] And she was, she was.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][POSITIVE] She was, she was so nice.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You know, I've noticed that everyone here is really, really nice.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean, when she came through, she was like, she was like family.
[CUSTOMER][NEUTRAL] You know, I used to work for the fire department before I retired, and all the firemen, police and state troopers and everybody knew her.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is awesome. It's really nice to find people like there's just people out there and you're like, oh they're they're a good person, you know.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] All right, my friend, I am.
[AGENT][NEUTRAL] Almost done with the first request. I said, um, insured would like a copy of this policy certificate mailed to his address on file [PII].
[AGENT][NEUTRAL] I cannot talk [PII]. Does that sound right to you?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright perfect so I'm sending that one that one was for your cancer policy and I'm just gonna send one more really quick for the.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] For your ICC policy, but it won't take as long because I'll be able to just copy and paste a lot of that information I had already put in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So how long were you a firefighter?
[CUSTOMER][NEUTRAL] 29 years.
[AGENT][POSITIVE] That is incredible.
[CUSTOMER][POSITIVE] Yeah, I love, I loved it.
[CUSTOMER][POSITIVE] That was a good job.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] I mean, it takes a lot of bravery.
[CUSTOMER][NEGATIVE] It wasn't really a job, you know.
[CUSTOMER][NEUTRAL] Yeah, it was, I mean, it was.
[CUSTOMER][MIXED] It was work when you had to work, but it was fun when it wasn't work.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Yeah that is definitely a job like.
[AGENT][POSITIVE] I just have an immense amount of respect for.
[AGENT][NEUTRAL] I, I guess a lot of it's medical too, right? Like, um, because you're paramedics as well.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, EMT paramedics, yeah.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, so I just got the 2nd 1. I'm hitting save on that and sending it out to him so I just put both those requests in for you, my friend, and then is there anything else I can do to help you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right perfect well hey I really appreciate your patience while I got that put in and if there's anything else we can do you just give us a call and we'll do our best to take care of you OK?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] My pleasure you take care.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye bye.