AccountId: 011433970860
ContactId: 7bef28fe-4883-4d6c-89cc-44af90f5ee33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1081400 ms
Total Talk Time (AGENT): 347873 ms
Total Talk Time (CUSTOMER): 588428 ms
Interruptions: 10
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/7bef28fe-4883-4d6c-89cc-44af90f5ee33_20250506T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]? Look, my name is [PII] and um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Started a new policy, uh, well, my business got purchased and nevertheless, uh, so start a new policy with y'all.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I just spoke to our insurance uh broker or whoever he is, and he told me he said yeah he said well you need to call APL and you need them to help you set up your online account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I can help you with the online service center, Mr. [PII]. Can I please get your
[CUSTOMER][NEUTRAL] That yeah, I didn't know which prompt to push.
[AGENT][POSITIVE] Yes, that's OK. I can walk you through it, sir. Can I please get your call callback number real quick just in case we're disconnected I can call you right back.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] My cell phone. I'm gonna give you my cell phone. Well, I didn't call you from my cell phone. I call you from the work phone, but I'm gonna give you my cell phone number, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the callback number. You ready?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright, that's [PII]. Do you need something?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is your policy number, sir?
[CUSTOMER][NEUTRAL] I don't know it. I asked that guy. I said, so when I call, are they gonna need my policy number? He said, no, no, no, no, no, they're gonna pull you up either by your last part of your social. You can tell them that it's under Go Chevrolet West, uh, your address. I was like, OK.
[AGENT][NEUTRAL] OK, well, what is your social? That's OK I'll give that to you also.
[CUSTOMER][NEUTRAL] So I don't know the policy number.
[CUSTOMER][NEUTRAL] Absolutely. You want the whole thing or last 4?
[AGENT][NEUTRAL] The whole thing, sir.
[CUSTOMER][NEUTRAL] Alright, so that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh OK let me look you up real quick.
[CUSTOMER][NEUTRAL] Yeah, yep.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, that'd be [PII].
[AGENT][NEUTRAL] Thank you, sir. And then also for security reasons, can you please verify your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Well, I don't know what you got on policy, but I'll almost spit it all out, so my address is [PII]. My uh email address is either gonna bed [PII] or um what is it here at work go it's uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see what is my email here? I've been off of work for 4 months and they just changed my stuff, so it's uh might be [PII] or [PII].
[AGENT][POSITIVE] Oh bless.
[AGENT][NEUTRAL] OK. All right, Mr. [PII], um.
[CUSTOMER][NEUTRAL] I probably put my personal email on there. What was the other one you had one more thing.
[AGENT][POSITIVE] Thank you, sir. Um,
[AGENT][NEUTRAL] Your phone number, sir.
[CUSTOMER][NEUTRAL] You want my driver's license number? [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Gave you that you want me to [PII]. That's my driver license.
[AGENT][NEUTRAL] OK, so I'm not showing that we have an email address.
[CUSTOMER][NEUTRAL] You wanna know my dog's birthday? I got that too.
[CUSTOMER][NEUTRAL] What you say about email? Go ahead.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] No don't have one on file for you so what would you like for your
[AGENT][NEUTRAL] That's what you're gonna use also in the online service center.
[CUSTOMER][NEUTRAL] Oh, so my email address would be.
[CUSTOMER][NEUTRAL] Yeah, we're gonna do my personal because I found out when your business gets purchased then you no longer have access to your work email which happened with me when Supreme got bought by Go and I had all these emails through my work address like no. So my email address is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The number [PII].
[AGENT][NEUTRAL] OK, let me add that in real quick.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I've got that updated for you now, sir. Uh, are you in the online service center at the moment or are you at the, um, site? Have you got that yet far yet?
[CUSTOMER][NEUTRAL] OK, so, uh.
[CUSTOMER][NEUTRAL] I am at your web page.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Talking about [PII]?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, you're cutting out just a little bit. I say you only because I'm on a, are you on a cell phone?
[AGENT][NEUTRAL] The first
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Tell you what, hold on one sec, hold on one sec. I'm gonna put you on hold and I'm gonna pick back up. It could be these lines here. I don't really know, but hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's try this, see if that's any better for us, [PII].
[AGENT][POSITIVE] OK, so you're in the secure.
[CUSTOMER][NEUTRAL] Anyway, you're asking me am I at the website?
[AGENT][NEUTRAL] Yeah, the [PII].
[CUSTOMER][NEUTRAL] No, no, I just Googled it so secured.
[AGENT][POSITIVE] Yes, secured with the [PII] on the end [PII], yes, S [PII]
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] RED yep.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEGATIVE] Alright, uh, must have done something wrong.
[AGENT][NEUTRAL] That first option that you're going to choose is you're gonna choose I'm a new user, you're gonna click on that and the second option you're gonna choose is you're an individual with an APL policy.
[CUSTOMER][NEGATIVE] Yeah, and so I'm having issues with the web address.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Se
[AGENT][NEUTRAL] Secured. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh. [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that dot.
[CUSTOMER][POSITIVE] Made a big difference. OK, so I'm there now and.
[AGENT][POSITIVE] It sure does.
[CUSTOMER][NEUTRAL] And and you said new user obviously I'm an individual with the APO insurance policy so yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Next, right, my last name we got that [PII], social security number, not policy number.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright, got that. You got my email in there. I see that we're gonna go 03.
[CUSTOMER][NEUTRAL] Oops it already tabbed it 18.
[CUSTOMER][NEUTRAL] 1966 next.
[CUSTOMER][NEUTRAL] Alright user name and password.
[CUSTOMER][NEGATIVE] I doubt it.
[CUSTOMER][NEUTRAL] I keep hitting tab and it tabs it for you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright, so phone number oh wait a minute, so the password like the symbol, special character, let me put that in there. I see it I see it. I got it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, so we're complying on the password email address is in there, and phone numbers in there twice.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][POSITIVE] OK, I've been successfully created, created.
[AGENT][POSITIVE] Awesome, good, we got you in.
[CUSTOMER][POSITIVE] Or isn't that quick and easy that's beautiful. Did I really need to call you to do that?
[AGENT][NEUTRAL] You did because your, your phone.
[CUSTOMER][NEUTRAL] Did I, did I need to call you to do that or should I just been, oh, I didn't know about the secured because I just Googled y'all, um, because he told me, yeah, you call them and they, you know, whatever.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, and your email address and your phone number wasn't in there and that has to be in there in order for you to get in, so you did need to call so I could add that in for you.
[CUSTOMER][NEUTRAL] No, you can receive claims that text message.
[CUSTOMER][NEUTRAL] Alright, OK, well, cool, then I don't feel like I'd, uh.
[CUSTOMER][POSITIVE] Did anything wrong.
[AGENT][NEUTRAL] You didn't.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][POSITIVE] Good good so I'm in that's it, this and that, right?
[AGENT][NEUTRAL] Yes sir, you're in.
[CUSTOMER][NEUTRAL] Now I'm gonna tell you, I'm gonna tell you, I'm gonna tell you that while we're on the phone, the, the, the.
[CUSTOMER][NEGATIVE] The reason that I did this is unfortunately 902-826.
[CUSTOMER][NEGATIVE] Unfortunately I have to make a claim already.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEGATIVE] It's terrible.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEGATIVE] Well, my wife just passed away.
[AGENT][POSITIVE] Oh, no, I'm so sorry to hear that.
[AGENT][NEUTRAL] I'm so sorry, Mr. [PII].
[CUSTOMER][NEGATIVE] Uh, I don't know, it's, I say it's not good news, but there's nothing that I knew was gonna happen.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know what I'm saying?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's not, but it is what it is, so you know the guy told me he said look, you got to uh.
[CUSTOMER][NEUTRAL] You gotta go in there you get in the web page and you.
[CUSTOMER][NEUTRAL] You know he said there's a tab for.
[CUSTOMER][NEUTRAL] The sea store I'm not seeing that I guess it's gonna be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you know where I go?
[AGENT][NEUTRAL] Uh, which policy is it that you're making the claim on?
[CUSTOMER][NEUTRAL] So is the group voluntary term life. It says [PII], contact the group.
[CUSTOMER][NEUTRAL] It's 2586.
[CUSTOMER][NEUTRAL] 984 is the policy number.
[AGENT][NEUTRAL] Yes, sir. I do see it.
[CUSTOMER][NEUTRAL] So I just click on that policy number?
[AGENT][NEUTRAL] Yes, that's what you do. You click on the policy number.
[AGENT][NEUTRAL] And you'll also
[CUSTOMER][NEUTRAL] Now I do not have her death certificate yet.
[AGENT][NEUTRAL] OK, so you'll need to send.
[CUSTOMER][NEUTRAL] So I don't have her death certificate.
[AGENT][NEUTRAL] Yes, sir. You'll need to send that in um.
[CUSTOMER][NEGATIVE] It appears the document is missing. Customer service has been notified. Please allow 48 hours for the document to be available online. I don't know what document we're talking about, but whatever, that's fine.
[AGENT][NEUTRAL] That's gonna be, that is going to be your, um, the death certificate. We need to be sent in so that we can take um
[AGENT][NEGATIVE] Missed on off of the policy and then also for the claim reasons, for the benefits.
[CUSTOMER][NEUTRAL] Yeah, now, uh, so, uh, you may notice in there that um.
[CUSTOMER][NEUTRAL] She never changed her name. Now I do have the marriage license from [PII], right, was when we got married and so um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. OK.
[CUSTOMER][NEUTRAL] So like I said, I guess when I send in I'll probably need to send the marri the marriage certificate and death certificate.
[AGENT][POSITIVE] Yes, that'll be fine. Yes, sir. You can do that. Right. You can do that.
[CUSTOMER][NEUTRAL] I would think
[CUSTOMER][NEUTRAL] Because the names don't match, you know what I mean.
[CUSTOMER][NEUTRAL] So I would just go in here and uh.
[CUSTOMER][NEUTRAL] File a wireless claim or upload files it says my claims upload documents.
[AGENT][POSITIVE] Yes, you'll upload
[AGENT][NEUTRAL] Yes, sir. You'll upload the file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, we'll go through this, but like I said, when I get this and I'll go in and and start doing this now he told me I didn't know in January they came, you know, I just, I, I get every insurance, right? I just do, uh, dental vision. I, I get everything and um.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I don't even remember what my point was um, oh, I said, I, I'm pretty certain I put life insurance and me and my wife, and so he said yeah you did he said um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He said it's a $25,000 policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that correct? I can't see it. I don't know. I don't know what I got.
[AGENT][NEUTRAL] Uh, let me look at your benefits.
[CUSTOMER][NEGATIVE] I just tell him sign me up when I click on the policy it doesn't do anything.
[AGENT][NEUTRAL] And just
[AGENT][NEUTRAL] Yes sir, and I am and this is just to verify your benefits. It's not a guarantee of payment. There is a specialal benefit of $25,000.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] there.
[CUSTOMER][NEUTRAL] OK, good enough. That's, that's, that's good enough for me. Like I said, I, uh, once I, once they call me with the death certificate and it's been since, like I said, since [PII], so they told me 8 weeks, so that's fine obviously I should be getting it here sometime in this month, um.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And also
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] When I do get that then I'll go back in here and start this process, you know what I'm saying?
[AGENT][POSITIVE] Yes sir, yes sir, you'll definitely need that and also it's no problem and one more little tidbit to help you um when you go in and you go to claims and forms.
[CUSTOMER][POSITIVE] So I appreciate you Ms. Try.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You're gonna choose the loss of life claim form.
[AGENT][NEUTRAL] That's the claim form that you'll need.
[CUSTOMER][NEUTRAL] And OK, and that's what he told me, but I'm not seeing I guess I'll see that somewhere else is that when I hit file a wireless claim?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, you'll um where it says claims and yes sir, where it says claims and forms you.
[CUSTOMER][NEUTRAL] I just clicked on it to see what happens.
[CUSTOMER][NEUTRAL] What do you file a claim for? It says self.
[CUSTOMER][NEUTRAL] The down arrow says self. That's my only option.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'm not doing a claim for myself.
[AGENT][NEUTRAL] OK, so you'll go into claims and forms.
[CUSTOMER][NEUTRAL] So somewhere in there it's gonna say loss of life, is that correct?
[AGENT][NEUTRAL] Yes, sir, and then on that first page of the claim form, it has a little.
[CUSTOMER][NEUTRAL] Oh this is a wellness claim.
[AGENT][NEUTRAL] No, you want loss of life claim form for your.
[CUSTOMER][NEUTRAL] I just ain't seeing it
[AGENT][NEUTRAL] OK, let me give you another website to, yes.
[CUSTOMER][NEUTRAL] Oh claim forms hold on claim forms, hold on, hold on yeah hold on I just.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I just saw.
[CUSTOMER][NEUTRAL] A claim forms.
[CUSTOMER][NEUTRAL] Claim forms home claim forms, huh.
[AGENT][NEUTRAL] And that
[CUSTOMER][NEUTRAL] File a claim online, sign in, register. I thought I was already signed in and registered, but let's just see.
[CUSTOMER][NEUTRAL] I brought me back to the same place and um.
[CUSTOMER][NEGATIVE] Well, like I said, I'm not really ready for this, uh, if I have a problem.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah it says is itself. I just call back or something y'all help me then.
[AGENT][NEUTRAL] Yes sir, um, and I can give you another website to write down also to get that claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEGATIVE] If you're having trouble in there, it's, it's just the [PII] without the secured in the front.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's where I was.
[AGENT][NEUTRAL] OK, and you, on the top.
[CUSTOMER][NEUTRAL] Yeah, that's where I was.
[AGENT][NEUTRAL] On the top you'll click claims and forms and on the second page is the loss of life claim form.
[AGENT][NEUTRAL] And that first page is a cheat sheet for you so you'll know everything that you need to send in with your claim form.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well Ms. Try, thank you for all your help. I really do appreciate that. I'm gonna tell you that the, the, the broker told me he said, oh yeah, you call them, they, they set it up, he said, I've never done it myself. I've been told that.
[AGENT][POSITIVE] Yes, sir. Well, you're very welcome.
[CUSTOMER][POSITIVE] Uh, that it's easy to do or I tell them if they have any problems call me back and nobody ever calls me back, so it must be fairly simple. So, uh, but nevertheless, and it was, it was, you did great.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Well, I'm glad I made it easy for you, sir, and I was able to help you.
[CUSTOMER][NEUTRAL] Yeah you did.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] So, uh, very good, I think that's all the questions I have for you, Ms. [PII] thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, you're welcome, Mr. [PII] and I hope you have a blessed rest of your week and thank you very much for calling APL and if you get stuck, please pick up the phone and call us, OK?
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Absolutely I will. I'm gonna ask for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm joking, thank you.
[AGENT][POSITIVE] That's fine. I'll help you. You're welcome, sir. Thanks for calling APL.
[CUSTOMER][POSITIVE] OK great thank you so much uh huh bye bye.
[AGENT][NEUTRAL] Um, bye bye.