AccountId: 011433970860
ContactId: 781fafdd-c1d6-4cdf-ad60-08e925c447f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386700 ms
Total Talk Time (AGENT): 110795 ms
Total Talk Time (CUSTOMER): 196309 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/781fafdd-c1d6-4cdf-ad60-08e925c447f6_20250606T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I, uh, was actually trying to get the my account set up online so I could see what I need to do to fill out the information for, um, I had a heart attack and I my policy has a benefit rider on it.
[CUSTOMER][NEUTRAL] For heart attack.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] I that I, I don't, I don't know what I did with my card because I found my policy, but then I, I, then I've looked all through it and then I saw on the front it says no ID card enclosed. I have, well it might be on here. Wait a minute, and this, I don't wanna lose you though. I'm out in the country and the phone is not.
[CUSTOMER][NEGATIVE] Not the best service, uh, hang on.
[CUSTOMER][NEUTRAL] I found one earlier. I didn't know if that is the policy number is that what you said it was?
[AGENT][NEUTRAL] Yes, so it should be a policy.
[CUSTOMER][NEUTRAL] Uh, I do have, uh, yes, I have it 23233.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Well, for some reason I didn't pull it up. Um, what, uh, you said your last name is [PII]? Is that [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] [PII], like eraser but with an [PII] instead of an [PII]
[AGENT][POSITIVE] OK, perfect. Let me see. I look it up by that.
[CUSTOMER][NEUTRAL] Does that policy number change every year because this might be an old one and I've I've had this for years so.
[AGENT][NEUTRAL] Sometimes it does change. It's not typically every year, but it, it is possible that it changed. Um, and what was your first name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] Mhm.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like I found it. Let me get this pulled up real quick.
[CUSTOMER][NEUTRAL] Is it a, uh, I may have grabbed an old pack. I just have them in the, in the safe and I just grabbed one I found.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then Ms. [PII], what is your address and your email address?
[CUSTOMER][NEUTRAL] Alright, uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII], and that's [PII]. Now I don't know if y'all have my work email or my personal.
[CUSTOMER][NEUTRAL] But my work email is [PII].
[AGENT][NEUTRAL] Yes, that's what we have.
[CUSTOMER][NEUTRAL] And then I have
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's what that might be why because I put my personal email maybe that's why it's not taking it.
[AGENT][NEUTRAL] OK, so are you.
[CUSTOMER][NEUTRAL] Well, I think I did that.
[AGENT][NEUTRAL] Are you on the side right now or?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I am, yes ma'am.
[AGENT][NEUTRAL] OK, so you did
[CUSTOMER][NEUTRAL] Well, I couldn't get in. I'm trying to.
[AGENT][NEUTRAL] OK. Trying to set it up.
[CUSTOMER][NEGATIVE] Yeah, it wouldn't it kept saying an error.
[AGENT][NEUTRAL] OK. Um, let's see, um, and then can you verify your phone number for me?
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me try
[AGENT][NEUTRAL] OK, so you will, OK, you're on insured and then you click next.
[CUSTOMER][NEUTRAL] I did and let me see by changing that and putting in the if it were oh my goodness, now it worked you gotta be joking me it was because I was using my personal email.
[AGENT][NEUTRAL] OK, yeah, that's it.
[CUSTOMER][NEUTRAL] And not my that's my work.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you want to
[CUSTOMER][NEUTRAL] That it was my work email so.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, well, when you get in and create your account, um, if you want to go into your profile, you can change that email if you want to make it to your personal, but that's why it needed it needed to match what we have in our system and we've got that work email.
[CUSTOMER][POSITIVE] OK awesome awesome and then the form or whatever I need is in here right? for that or?
[AGENT][NEUTRAL] Yes, there will be forms in there that you can access, yeah.
[CUSTOMER][NEUTRAL] To, to, to
[CUSTOMER][NEUTRAL] So for the for this heart attack thing.
[AGENT][NEUTRAL] Uh, yes. Do you want me to check your policy and see what the coverage is?
[CUSTOMER][NEUTRAL] I think it, I, I think it was just like a rider on it because like um.
[CUSTOMER][NEUTRAL] Yeah, you can, but I'm pretty sure it had just the rider on it, yes ma'am.
[AGENT][NEUTRAL] OK, let's see what we have.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment, basic outline of your policy. Let me see what we have here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like, yes, we've got heart attack, stroke, first occurrence, uh, there's a lump sum benefit of 7500.
[CUSTOMER][POSITIVE] OK, oh, that's good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I was wondering that'll help with my.
[CUSTOMER][NEUTRAL] Oh, my, uh, what I have to pay, you know, the hospital and stuff. OK.
[AGENT][POSITIVE] Oh definitely, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh awesome thank you so much. So yeah, I, it's now it's making me um.
[CUSTOMER][NEUTRAL] Um, set it up and everything, the, the account, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Alright, I appreciate it. I'll look for that thing if I can't find it, I'll just call back.
[AGENT][NEUTRAL] OK. Anything else I can help you with?
[CUSTOMER][NEUTRAL] I'm gonna, I'm gonna try.
[CUSTOMER][POSITIVE] No, I'm that I'm usually pretty savvy, so I think I can figure it out on here. I just for some reason it just kept saying error and it wouldn't let me get past that. So, well I guess it was because it was the email so all right, thank you so much.
[AGENT][NEUTRAL] Yeah, it was.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good weekend.
[CUSTOMER][POSITIVE] You too thanks bye bye.