AccountId: 011433970860
ContactId: 8251b1c4-493e-4b84-9f96-e4ff647a28fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 604219 ms
Total Talk Time (AGENT): 365365 ms
Total Talk Time (CUSTOMER): 141114 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/8251b1c4-493e-4b84-9f96-e4ff647a28fb_20250110T18:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was checking to see uh if you could give me the date of the last uh payment that you made to.
[CUSTOMER][NEUTRAL] Uh, to pay for, uh, my clients.
[AGENT][NEUTRAL] OK, you're needing to get the date of the last claim that was paid?
[CUSTOMER][NEUTRAL] Right. Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number, please?
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Policy number is 00974731.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, I want to get your information pulled up. Once I do, then I will need to verify several things with you first for security. So just one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and any information that I do provide for you, Ms. [PII] would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is the same as the one that you gave me, so that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] OK, thank you. And then lastly, do you have an email address, Miss [PII] because I do not see one on file for you.
[CUSTOMER][NEUTRAL] OK, I do. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back. It's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. Uh-huh.
[AGENT][NEUTRAL] OK, thank you and the reason that I'm asking you about that, Miss [PII] is because we, uh, you may already be familiar with it, but we now have a portal for our members in which you can create a profile in the online service center and that gives you access to your policy information and also your claims history, um, information and you can file claims with us through that portal as well.
[AGENT][NEUTRAL] And if you, if you think that is something that you might be interested in setting up, I do have a user guide that I can email to you also with the directions and instructions for doing that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's good. Uh, if I can get my daughter to help me with all that, I can certainly try that.
[AGENT][POSITIVE] You sound like me. I, I like having my children help me, um, their generation is much more on the tech savvy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Exactly. I have no idea about some of that. So she's, she's my go to.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so give me just a moment and let me go ahead and send you that email right quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just so that you can recognize the email, it's going to come from [PII].
[AGENT][NEUTRAL] And the [PII] and I did put APL online service center in the subject line for you so that you can recognize that is not being junk mail.
[CUSTOMER][NEUTRAL] Working at.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so let me look here and you're just needing to know when to re-verify with you the last time that we issued payment to you on a claim, is that correct?
[CUSTOMER][POSITIVE] Yes, ma'am. That's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for yourself, is that also correct? OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, right.
[AGENT][NEUTRAL] OK, so according to what I see, the last claim that we processed was in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. It shows it was, if you want the specific date, it was [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And what amount was that?
[AGENT][NEUTRAL] That was for $250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. That's the information I need. I appreciate your help.
[AGENT][POSITIVE] Well, you are certainly very welcome, Ms. [PII], and when you get ready to set up that portal, um, if there's any um anything that we can do to help you with that, you can call us back and we will be more than happy to assist. Now I do want to look at one thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, while we're still on the phone together.
[AGENT][NEUTRAL] So this policy was initially issued under Mr. [PII].
[AGENT][NEUTRAL] So, can you verify
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The last 4 of your social because the your well your full social is actually
[CUSTOMER][NEUTRAL] Needed.
[AGENT][NEUTRAL] Let me, well, yes, ma'am, but let me look at just one additional thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so because the policy was issued initially under Mr. [PII], when you're following the steps to set up the profile.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not sure, to be completely honest, if you will need to use his social or your social. What I would try to do is set it up with, you know, your information first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if it doesn't accept yours, try to use his social.
[AGENT][NEUTRAL] But with and, and like his date of birth, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All of his information.
[AGENT][NEUTRAL] Yes, ma'am. Instead, if you, if it doesn't work using either all of yours or all of his, then yes, ma'am, you'll call us back because it may be that you have to use kind of a combination of the two. For example, like his social and your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, since we do still show like his information in some of the fields on the.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] On the policy?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So, just, I, I just wanted to make you aware of that. And I'm not exactly sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, if you had time and could do that, if you were on the phone with me now, we could certainly try all aspects of it. But if you can't do that and you're gonna get your daughter to help you, just know that it may be a little tricky.
[AGENT][NEUTRAL] And if it is and y'all have any difficulty, just call us.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Well, how long will it take, do you think it, are you, are you talking about you helping me set it up?
[AGENT][NEUTRAL] If you have
[AGENT][POSITIVE] Yes, ma'am, I could, uh huh, I could try and help you set it up and then we could see.
[AGENT][NEUTRAL] How, um how you're gonna need to enter the information in order to
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I if you can do that and you do need to set it up from a laptop or from a, you know, a computer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, I will, I don't, [PII], we don't, do, do we have a laptop that's free, free to do that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I tell you what, we'll just, why don't we just
[AGENT][NEUTRAL] And if not,
[AGENT][NEUTRAL] Yes, I
[CUSTOMER][POSITIVE] Yeah, I can call back.
[AGENT][NEUTRAL] OK. So, yes. So like I said, just try it when you're, when you're following the steps and you get to the screen where it's asking like for the last name and, and all that. It does ask for a full social and a date of birth. So, again, you may just have to kind of play around with that a little bit. Either all of your information, all of his, a mixture of both. And if it still doesn't work, then just call us back and then we'll try to um get help you with that to get it resolved.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, that sounds great. What was your name? What was your name?
[AGENT][NEUTRAL] OK. Well, my name, yes ma'am, my name is [PII].
[CUSTOMER][POSITIVE] OK. Well you've been a big help and I appreciate that.
[AGENT][POSITIVE] Well, you are certainly very welcome, Ms. [PII]. So if that's all at the moment that I can help you with, thank you again for calling APL. I hope that you have a wonderful weekend.
[CUSTOMER][NEUTRAL] OK, you as well.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much.
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[AGENT][POSITIVE] Bye-bye. You're welcome. Bye-bye.