AccountId: 011433970860
ContactId: 7f05a077-b946-42ac-9d13-e2bfcaf3cfb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415239 ms
Total Talk Time (AGENT): 184498 ms
Total Talk Time (CUSTOMER): 122197 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/7f05a077-b946-42ac-9d13-e2bfcaf3cfb3_20250313T13:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I have a policy with you guys and I have forgotten all of my login information. I got nothing, so I'm not doing too good today.
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to get the login information for you. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Lean, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, I don't know that. I'm, I'm pulling up a navigator now to see if I can find it. Um, let me.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK. No, you don't have to.
[AGENT][NEUTRAL] I can look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'd be great. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] And it should be under R&B Insurance group.
[CUSTOMER][NEUTRAL] Insurance services.
[AGENT][NEUTRAL] RNP insurance.
[AGENT][NEUTRAL] OK, I'll put that in my notes just in case. Oh no, it came right up. Um, did you want for, well, you just need the login information, so really I can use any either one.
[CUSTOMER][POSITIVE] Actually I'd love to have my policy number so I can know them in the future.
[AGENT][NEUTRAL] Sure, I can give you both. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I'm missing a number. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] And Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Sure, uh, 10-1764 [PII], uh, and what was the last thing address? Uh, my email, it could be one of three. It could be [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] Alright, and thank you so much for verifying your information. So all the information provided is a verification of benefits, not a guarantee of payment. So, I'm showing that you have two policies with us, um, an accident policy and then the critical illness policy.
[AGENT][NEUTRAL] The accident policy number, let me know when you're ready for it.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's 222.
[AGENT][NEUTRAL] 4556.
[CUSTOMER][NEUTRAL] OK, and when was that effective?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][POSITIVE] OK, great. OK, wonderful. And the CR is that, uh-huh, go ahead.
[AGENT][NEGATIVE] And then the critical ill
[AGENT][NEUTRAL] The critical illness is the same, but the uh instead of a 6 is a 7 at the end.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And same eligibility date.
[CUSTOMER][POSITIVE] OK, great um and
[AGENT][NEUTRAL] And are you
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your username, your username for the online service center is your first name?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you put that there in the username, you can use the forgot password or reset password link and um then once you reset it will let you in.
[CUSTOMER][POSITIVE] Fantastic. Do you, do you know, do both of these plans have a wellness benefit?
[AGENT][NEUTRAL] Let's see, hold on one second.
[AGENT][NEUTRAL] Accident screening. Hold on one moment. I'm just going through the um benefits.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. So the accident doesn't, let me look at the critical illness.
[AGENT][POSITIVE] Alright, fantastic.
[AGENT][NEUTRAL] Wa premium.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so your critical illness has like a wellness vaccine.
[AGENT][NEUTRAL] Benefit, but like, and like mammograms, is that what you mean for in terms of wellness?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, uh, your critical illness policy does.
[CUSTOMER][POSITIVE] Perfect. Do you have that form available or is that something I do right online?
[AGENT][NEUTRAL] The like the claim form.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well, honestly, it's either or. If you're going to submit it online, um, you know, through the portal on our website, the, the forms are there, the claims and forms are there.
[AGENT][NEUTRAL] Or I can send it to you, um, and then you can upload it as well, whichever you prefer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, if you wouldn't mind sending it to me that way I can have it for my customers too because I'm also a broker but I'm also a customer.
[AGENT][NEUTRAL] OK, sure. And did you need both or just a critical illness?
[CUSTOMER][NEUTRAL] Uh, I'll take those.
[AGENT][NEUTRAL] Both, OK.
[AGENT][NEUTRAL] A critical. And you want me to just email it to you right or did you want like a physical mail copy?
[CUSTOMER][NEUTRAL] Oh no, you can email it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'll email you both the accident and the critical illness claim form.
[AGENT][NEUTRAL] And then were you able to get into the online service and did it, you're OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, I'm reset my password right now.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] And then with
[CUSTOMER][POSITIVE] Yeah, I think that's it. I think I can get in.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, that is it, but I appreciate you.
[AGENT][POSITIVE] Well, you're very welcome and thanks for calling APLE and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, dear. You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.