AccountId: 011433970860
ContactId: 73da9573-030e-492f-ab7b-1cb35b3d511f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 580880 ms
Total Talk Time (AGENT): 254230 ms
Total Talk Time (CUSTOMER): 226875 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/73da9573-030e-492f-ab7b-1cb35b3d511f_20250228T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, so I'm calling in reference to my insurance, uh.
[CUSTOMER][NEUTRAL] Policy
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what I can help you with your policy. Um, may I get your uh policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, now that's what I can't seem to find it, but they're taking the uh payment out of my uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Account
[AGENT][NEUTRAL] Yes, ma'am. All right. I can look for your policy number. Can you please give me your social security number and that'll pull every policy you have with us in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also for security reasons, can you give me your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, now at the time, uh, you want my.
[CUSTOMER][NEUTRAL] You say phone number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, the phone number I have with my phone number has been changed. It was [PII].
[CUSTOMER][NEUTRAL] That was my home. It's uh that's my home number.
[CUSTOMER][NEUTRAL] Now, but it's been changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, let me look.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] See if we can get that updated for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so what should the phone number be now, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I am updating that now.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, thank you. And then what is your um address and email address?
[CUSTOMER][NEUTRAL] OK. That uh address, home address.
[CUSTOMER][NEUTRAL] It's [PII], but my uh post office box, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have an email address?
[CUSTOMER][NEUTRAL] Yes, lowercase [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I've got everything updated for you, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How can I help you with your policy today?
[CUSTOMER][NEUTRAL] Now I wanted to know it.
[CUSTOMER][NEUTRAL] Oh, OK. Is this a life insurance or the, what, what insurance policy is this?
[AGENT][NEUTRAL] Let me look for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The cancer policy.
[CUSTOMER][NEUTRAL] OK, that's what I thought. That's what I, uh, and I've been in this policy for a while.
[AGENT][NEUTRAL] Yes, ma'am, you have, uh, let me go back.
[CUSTOMER][NEUTRAL] OK, do you know, do you know?
[AGENT][NEUTRAL] Since [PII].
[CUSTOMER][NEUTRAL] OK. Uh, I wanted to know, now I'm having a biopsy done of my kidney. What would I need to do?
[AGENT][NEUTRAL] Ms. [PII], are you, oh, there you are. You went away for a minute.
[CUSTOMER][NEUTRAL] Yes, what, what, I'm having a biopsy done on my kidney and I want to know what what uh measures do I need to take to use that.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Insurance cost
[AGENT][NEUTRAL] Yes, ma'am. So what you'll need to do.
[AGENT][NEUTRAL] is once you have it done, you need to file a claim. Let me give you the address to get the information from.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you're gonna, you're gonna go to AM.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Like [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then you're going to click on claims and forms.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Flames.
[CUSTOMER][NEUTRAL] And forms, OK.
[AGENT][NEUTRAL] And then you're gonna choose the cancer, then you'll choose the cancer claim form.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you'll download it and that first page when you download it has a little cheat sheet that very first page tells you everything that you need to send in with your claim once you have that procedure done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, OK.
[CUSTOMER][NEUTRAL] And that's all I need to do?
[AGENT][NEUTRAL] Yes, ma'am, and let me give you the claim's mailing address. Uh, are you where you can sign up for the online service center?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You can file claims in the online service center also on the computer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you that website. It's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You say [PII]?
[AGENT][POSITIVE] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] When you go in there for the first time you're gonna sign up as a new user.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then that second request is gonna be you're an individual with a policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the rest of it is just your information that you know that we have on the policy for you, your address, phone number, email address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All of that information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now could you send me a policy?
[CUSTOMER][NEUTRAL] Copy of the of the American public policy.
[AGENT][NEUTRAL] Uh, I can request one to be mailed to your home address, but if you don't want to wait on that, you can sign up in the online service center and your policy will be there also.
[CUSTOMER][NEUTRAL] Or do we have
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, could you, I still want, uh, if you don't mind that, uh, request to mail me one.
[AGENT][NEUTRAL] Yes, ma'am. I'm gonna send in a request for you, um.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let's get this and you spell your name [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no, no, no, [PII], that's without the [PII] [PII]
[AGENT][NEUTRAL] OK, I knew it was different.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Then the, then the, then the town.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII], uh-huh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I have requested that a new policy be mailed to your home address.
[CUSTOMER][NEUTRAL] Right. Now, do I do the same for mammograms or things like that?
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, I can go online and do that as well.
[AGENT][NEUTRAL] all on that cancer.
[AGENT][NEUTRAL] Right. All on that cancer claim form everything on that cancer claim form because that's what kind of policy you have.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes ma'am. OK, I wanted to make sure I hadn't talked with anyone in a while, and I wanted to make sure everything was uh.
[CUSTOMER][NEUTRAL] Update. I want to make sure everything was updated.
[AGENT][POSITIVE] Yes ma'am, I've got you all updated. I've got a new policy on its way or requested on its way to send to your home address or your PO box.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes ma'am. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mm, not one other thing. If needed, I'll give him a call.
[AGENT][POSITIVE] OK. Always feel free to pick up the phone. I hope you have a blessed weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks, same to you.
[AGENT][POSITIVE] Yes ma'am. You take care bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Alright.