AccountId: 011433970860
ContactId: 7aa4d4fa-8a02-4d74-9139-204d6d17624e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394529 ms
Total Talk Time (AGENT): 239588 ms
Total Talk Time (CUSTOMER): 158150 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/7aa4d4fa-8a02-4d74-9139-204d6d17624e_20250303T16:18_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII], and I had talked to someone there a few months ago and had asked for a copy of the policy and ID cards, and I never received either one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], so you had called to request a copy of your policy and ID cards if there are cards associated with it, but you haven't received that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Yes ma'am. Well, I can help you with this, Miss [PII]. So first off, what is a good callback number for you please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I'm getting ready to leave the house, but uh my cell number is [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] It's 239-5405.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEGATIVE] I was just filing papers away from last year and I came across this and, and I hadn't gotten it. So I thought, well, I'm gonna leave it out. So I've left it out on my kitchen table so I could call and get it, get the, so you have no ID cards at all?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I understand. I have.
[AGENT][NEUTRAL] Uh, give me just a moment and let me get your information fully pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], I'm gonna need to verify several things with you for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is different than the, the cell number, so do you, what is another number we would have?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And is that still a valid number for you?
[CUSTOMER][NEUTRAL] It is, it is.
[AGENT][NEUTRAL] OK, alright, and then the last thing to verify would be your email address?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] OK, so now, there is actually a newer policy number that's been issued for you, Ms. [PII]. This particular policy number that you gave me was for your policy that you had through [PII].
[AGENT][NEUTRAL] And your policy that's now active as of [PII] has a different number. Are you able to write that number down?
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] OK, it's just let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alright, it's 02.
[AGENT][NEUTRAL] 558-050.
[CUSTOMER][NEUTRAL] 02558050
[AGENT][NEUTRAL] Yes, yes, ma'am. That is correct. Now, this our cancer policies do not have ID cards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, they don't have that. They only have your policy certificate. Now, do you have access to the internet? I mean, do you get online?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the reason I'm asking.
[CUSTOMER][NEUTRAL] I don't like to, but yes, I can.
[AGENT][NEUTRAL] Well, we now, I can request, I'm not sure because I do see that it was.
[AGENT][NEUTRAL] Set to have that resent to you, so I'm not sure why they didn't get that didn't get received that was back in November, but I will be happy to put that request in to have one mailed. Now that takes up to 10 business days, but we do have our portal that you can set up your profile.
[CUSTOMER][NEUTRAL] I don't know either, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, I, it's just something I noticed.
[AGENT][NEUTRAL] Yes ma'am, our, our portal once you set up your profile in the portal, you're gonna have access to your information also online and you can submit claims and things like that through the portal the user guide that I will email you, it has all of those instructions on how to set it up as well as how to use it so I can go ahead and email you that in just a moment. um, the email that I will send to you, Miss [PII] is gonna come from care team.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] And I will put APL mhm.
[CUSTOMER][NEUTRAL] Care team.
[AGENT][NEUTRAL] And I will put that um APL online service center in your subject line so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] And that way, at least you could go ahead and, you know, have access to your policy information online as well.
[CUSTOMER][NEUTRAL] OK, OK, and I don't know that I'll set up a portal. I don't.
[CUSTOMER][NEUTRAL] I don't know that I would, I mean, as far as I know, I don't have cancer or anything. It's just that I need, since I've been paying on the policy, I just wanted the, the policy.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure, no, I understand, but I will send it to you like I said, you know, because you could print it out, worst case scenario, um, it can be printed from there as well since you for whatever reason, which I'm so sorry, but I don't, I don't know the answer to that as to why you didn't receive it before, but I will request another one to be sent to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, that would be wonderful, but there are, and all right, no ID cards on my little form here. OK. Very good. Well, I just wanted to have everything in order in case something happens to me that my daughters would have access to it. So that's why I'm trying to get stuff together. So far, I'm feeling like a million dollars, so let's hope and pray it continues.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, absolutely, absolutely.
[CUSTOMER][POSITIVE] Oh goodness, but thank you so much. If you can take care of that for me, I really would appreciate it.
[AGENT][NEUTRAL] Well, he
[AGENT][POSITIVE] Yes, ma'am, I'll be happy to. So, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And I did write this new policy as far as I know, it did the policy change when you said it has a new uh certificate number?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] No, ma'am. It didn't. That's was just an administrative change.
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] Oh, I see. OK. All righty. I guess that's all I needed then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] and with and uh.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL Ms. [PII], and I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.