AccountId: 011433970860
ContactId: 6a700ba4-c341-4b98-a315-7333cf4739e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465940 ms
Total Talk Time (AGENT): 178867 ms
Total Talk Time (CUSTOMER): 185432 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/6a700ba4-c341-4b98-a315-7333cf4739e0_20250311T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I got a few questions. Uh, I had the preventive, uh, claim, I guess we call it preventive, uh, claim insurance on my account. I've never filled this out before, um, but I was told by a representative that uh we can get reimbursement for uh preventive tests done.
[CUSTOMER][NEUTRAL] You know, yearly test done.
[CUSTOMER][NEUTRAL] Uh, each year, uh, can you tell me more about that?
[AGENT][NEUTRAL] OK, sir. I can help you. Can you provide me with your policy number, please?
[CUSTOMER][NEUTRAL] Hm, let's see if I have that somewhere um.
[AGENT][NEUTRAL] It may say certificate number.
[CUSTOMER][NEUTRAL] Uh, let's try this 781-949.
[AGENT][POSITIVE] Great, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, and your name again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And Mr. [PII], let's do a quick verification starting with your date of birth and then your address.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Address is [PII].
[AGENT][NEUTRAL] Thank you. And the last bit of information. Let's see. You're calling from the same number we have on file [PII] and uh, may we verify your email that's the last thing.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Wonderful. Everything looks current and up to date.
[AGENT][NEUTRAL] So let's see what you have with us. OK, so this is a cancer policy.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] And that is a good, uh, yes, that's all you have with the cancer policy. OK, so what I'll need to do, Mr. [PII] [PII] is place you or just someone who can assist you better with benefits.
[CUSTOMER][NEUTRAL] Yes, I have.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] And you know they can assist you much better with that information and I couldn't see any of your benefit information anyway being in customer service.
[AGENT][NEUTRAL] So if you'll give me just a moment, sir, I'll place you through to them. I'll let you, yes, sir.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, can I ask you one more question real quick? Can you ask me one more question? Uh, I, I logged on. I haven't logged on for a while. This is the 2nd time calling today. Uh, anyways, I was just looking at my information here online and I clicked on, what was it? I guess documents maybe.
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] And just looking at the, whatever all the coverage is, and I was, as I was looking at it, I saw an old address on there that I, I no longer live at. Uh, and I know you just confirmed my current address, but I did see my old address from years ago.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess, on, on a document that was still online. I don't know if that was a big deal or if, if that can be changed or
[AGENT][NEUTRAL] It it's just on that document since that's when it was, you know, it was mailed out to that address.
[CUSTOMER][NEUTRAL] I'll just
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so, um.
[AGENT][NEUTRAL] So, um, I'm not sure what that document was, um.
[CUSTOMER][NEGATIVE] I guess it's just tell them what the policy covers. Um, I, I don't know if this has anything to do with it, but I haven't received.
[CUSTOMER][NEUTRAL] A new member ID card in many years.
[CUSTOMER][NEUTRAL] Um, I don't know if that's normal, um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I, I, I don't know if the, I don't know if y'all send out new ID cards and maybe they're being sent to the old address. I'm not sure.
[AGENT][POSITIVE] Oh my goodness
[AGENT][NEUTRAL] No, sir, we, we, we do not offer ID cards for this kind of policy any longer. I'm not sure if they ever did, but if they did, they no longer do. Uh, all you do is provide the give your provider your policy number 781-949, and they call APL and verify your benefit.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so anything else I can help you with, Mr. [PII] before I transfer you?
[CUSTOMER][NEUTRAL] Um, that's it.
[AGENT][POSITIVE] Cool. Thank you for calling the APL Mr. [PII], you have a wonderful day and give me just a moment while I give you, thank you. Give me just a moment while I provide them with your information.
[CUSTOMER][POSITIVE] You too, thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, [PII]. This is [PII]. How are you doing?
[CUSTOMER][POSITIVE] Hi [PII]. I'm good, [PII].
[AGENT][POSITIVE] Good. Good. I was in the middle of coffee when I got this call, bless him. I hope he can understand me.
[AGENT][NEUTRAL] Sorry, honey, I have policy number 781949.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] He just needs claims assistance or whatever.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, who?
[AGENT][NEUTRAL] I verify this information.
[AGENT][NEUTRAL] It's participant number one [PII].
[CUSTOMER][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, and his callback number is the same as what we have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can give that to you though if you like.
[CUSTOMER][NEUTRAL] I see it.
[AGENT][POSITIVE] OK, dear. Oh he's very nice.
[CUSTOMER][NEUTRAL] OK, and he's
[CUSTOMER][NEUTRAL] Oh and he just wants claim status is that right?
[AGENT][NEUTRAL] Well, kinds of assistance, really, I think he's uh
[AGENT][NEUTRAL] I think he's trying to file a claim, a preventive claim or something on his policy. Is that something you all help with?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yeah, I can help him with that.
[AGENT][POSITIVE] Oh, you're awesome. Thank you, [PII].
[CUSTOMER][NEUTRAL] You're welcome, [PII].
[AGENT][POSITIVE] Have a good day, sweetie. Bye dear.
[CUSTOMER][NEUTRAL] You too bye bye.