AccountId: 011433970860
ContactId: 77b70f9f-9ee6-4c4c-ac47-109cb9815d4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328429 ms
Total Talk Time (AGENT): 156821 ms
Total Talk Time (CUSTOMER): 142303 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/77b70f9f-9ee6-4c4c-ac47-109cb9815d4e_20250123T17:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], um.
[CUSTOMER][NEUTRAL] I know this is gonna sound strange, but for the longest, um,
[CUSTOMER][NEGATIVE] American Public Life has been taking $9.21 a month out of my checking account, and I don't know what this is for or anything. Can you help me with that?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure, and that's not strange at all. I know exactly how that feels.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I, I can look up your policy by your social. Would that be OK with you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that number?
[CUSTOMER][NEUTRAL] And it is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what is your name please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Thank you, Ms. [PII]. And what is your date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Address and phone number. Mhm.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my address, the one you'll have is probably [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and we have an AOL email on file. Is that your current email address?
[CUSTOMER][NEGATIVE] No, it is not.
[AGENT][NEUTRAL] Can I update that for you?
[CUSTOMER][NEUTRAL] Yes [PII] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, I've updated that email for you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Miss [PII], this is for a cancer policy that you have had with APL since [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a policy since [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] All right, um.
[AGENT][NEUTRAL] I did want to advise this policy does, if you get your annual mammograms, there's a benefit for that for a yearly benefit.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] That we can provide a $50 per year.
[AGENT][NEUTRAL] And I was just looking at your claims and you have only filed for um two years for that benefit, one for [PII] and the other for [PII].
[CUSTOMER][NEUTRAL] OK, how do I go about applying for that?
[AGENT][NEUTRAL] Well, it's fairly easy. We have a web uh form on our website. It's for the cancer claim form.
[AGENT][NEUTRAL] And that is at [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Now, you will need the provider information, just the name and contact information where you had the mammograms done.
[AGENT][NEUTRAL] For each year, and you can file that for each year if there's no time frame for your wellness.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And at $50 a year, that would be great.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] You could, you could go on a cruise.
[CUSTOMER][NEUTRAL] Oh yeah, that would
[CUSTOMER][POSITIVE] Oh my goodness. OK, so.
[AGENT][NEUTRAL] Get out of this cold weather.
[CUSTOMER][NEUTRAL] So that's uh American or [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that is for the wellness.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, because I do that every year.
[AGENT][NEUTRAL] Yeah, so you can just complete that form now I can email you a copy and then you can make copies if you wanna do that or you can just get it off our uh website and.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Just completed online if you want to do that.
[CUSTOMER][NEUTRAL] OK, I'm gonna, I'll try both ways, but if you'll go ahead and email me one, then that'll.
[CUSTOMER][NEUTRAL] That will help me cause I'm kind of.
[CUSTOMER][NEUTRAL] Just got a new computer, don't have a printer yet and all that sort of stuff.
[AGENT][POSITIVE] Got you. Well, I'll be happy to email you a copy of that claim form.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And just do that for each year.
[CUSTOMER][NEUTRAL] That would make sense.
[AGENT][POSITIVE] And let us get those benefits to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I felt violated
[CUSTOMER][POSITIVE] Yeah, that's great.
[AGENT][POSITIVE] I am working on that for you right now, so you'll be getting that email shortly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No I I.
[AGENT][POSITIVE] And anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, not at this time, but I appreciate it.
[AGENT][POSITIVE] Well, Ms. [PII], it has been a pleasure to assist you and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I