AccountId: 011433970860
ContactId: 87ea8bc2-dbe2-4f52-9e09-bbd11621ee13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523609 ms
Total Talk Time (AGENT): 216302 ms
Total Talk Time (CUSTOMER): 229349 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/87ea8bc2-dbe2-4f52-9e09-bbd11621ee13_20250304T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII], and I don't know if you need my policy number at this time or not, but um I have a cancer policy. We have my wife and I have a cancer policy with you all and uh I had a um.
[CUSTOMER][NEUTRAL] Uh, basal cell carcinoma, uh, removed last week.
[CUSTOMER][NEUTRAL] And was wanting to get well I think I looked in my policy and I had to get a.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I uh request for.
[CUSTOMER][NEUTRAL] Loss or something form from you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um, I can help you with your claim, [PII]. Um, can you please give me your policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, it is 510475.
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[AGENT][NEUTRAL] You said that your policy number is 510475?
[CUSTOMER][NEUTRAL] Uh, yeah, 510475.
[AGENT][NEUTRAL] OK, that's not pulling in. Can I please get your uh social security number and look up your policy that way?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] Yeah, and the probably what I've got is, I think it'll, yeah, I think it was originally with American educators and y'all may have.
[AGENT][POSITIVE] OK, thank you sir I appreciate.
[CUSTOMER][NEUTRAL] Um, bought them out or changed your name or something because it was done in [PII].
[AGENT][POSITIVE] Oh goodness, that's been a while.
[CUSTOMER][NEUTRAL] So it's been a while.
[CUSTOMER][NEUTRAL] Yeah, it's an old policy.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, I do see that. Um, I actually have the policy pulled up. Can you please verify your date of birth for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, a phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] You know, I'm not sure what address you've got. Um, I can give you my present address and then we'll go back because I haven't hadn't lived but at three places and I don't know if y'all changed, but I presently I'm at [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's the one I have.
[AGENT][NEUTRAL] Yeah, that's it. I've got that address.
[CUSTOMER][POSITIVE] OK, so that's good, yeah.
[AGENT][NEUTRAL] Yes sir, and um what is your email address sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your cell phone number?
[CUSTOMER][NEUTRAL] Cell phone?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Thank you sir and is that number a good number to call you back on if we happen to get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Alright, so I'm looking at your policy and you're wanting to file a claim. So what I'm going to do is I'm gonna refer you to our website.
[AGENT][NEUTRAL] Let me give you that website address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Hold on just a second, let me.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] I'm ready. I'm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But what
[CUSTOMER][NEUTRAL] [PII], OK?
[AGENT][NEUTRAL] Yes sir, that's correct. When you get in that website um at the top right hand corner.
[AGENT][NEUTRAL] You're gonna see and forms and you'll need to click on that claims and forms link.
[AGENT][NEUTRAL] And it'll take you to the claim forms.
[CUSTOMER][NEUTRAL] Let me just go there now in front.
[AGENT][NEUTRAL] Yes, it'll take you to the claim forms and the.
[CUSTOMER][NEUTRAL] Let me just go there now if you don't mind.
[AGENT][NEUTRAL] Sure, sure. The cancer claim form is gonna be the 3rd.
[AGENT][NEUTRAL] Claim form once you click on claim and forms.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Uh, so I'm
[CUSTOMER][NEUTRAL] I'm on your website, so I'm going to claim forms.
[AGENT][NEUTRAL] Claims and forms in the top right hand corner.
[CUSTOMER][NEUTRAL] Yes, finds and forms.
[CUSTOMER][NEUTRAL] OK, cancer claim forms.
[AGENT][NEUTRAL] And then you can scroll down.
[CUSTOMER][NEUTRAL] Yeah, cancer claim forms, download forms, OK.
[AGENT][POSITIVE] Yes, that's it and you'll you'll.
[AGENT][NEUTRAL] Right, and when you download that form.
[AGENT][NEUTRAL] That first page is a cheat sheet, uh, it gives you everything that you need to send with your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we also have an online service center.
[CUSTOMER][NEUTRAL] OK, so in.
[CUSTOMER][NEUTRAL] OK, and that's what I was just fixing to say it says.
[AGENT][NEUTRAL] We have an online service center.
[CUSTOMER][NEUTRAL] Yeah, it says sign up and log in now um if I, what information if I do that do I need to to get signed up?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] So when you go to the online service center that first option is going to be um.
[AGENT][NEUTRAL] You're a new user you're gonna click new user.
[AGENT][NEUTRAL] The second option is gonna be I'm an individual with a policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll have to get yourself uh a username and a password to be able to to use that and and that's gonna be whatever you choose for it to be. There's a criteria for it and I'll give it to you when you when you put it in. Let me give you your um policy number.
[AGENT][NEUTRAL] Do you have that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, well, I don't evidently.
[AGENT][NEUTRAL] It's 93.
[AGENT][NEUTRAL] Yes, sir. Let me give it to you. It's 9:30.
[CUSTOMER][NEGATIVE] Uh, you are cutting out terribly.
[AGENT][NEGATIVE] Oh, no. No, no, no, no, no, I don't want that to happen.
[CUSTOMER][NEGATIVE] You, you, yeah, you are cutting out terribly. All right, so 91 more time, 9.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 93916.
[CUSTOMER][NEUTRAL] 93916
[CUSTOMER][NEUTRAL] 93916
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright, so I am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, well, I will, OK, well I will download so I can, I could just, uh, so if I.
[CUSTOMER][NEUTRAL] So I can I guess upload when I get all that information and I could upload everything I need and put it in the portal or whatever.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Once I if I get a.
[AGENT][POSITIVE] Yes sir you can do that.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, well, I think I've, I'm, I've got the form downloaded and, and I see the cheat sheet and all so.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] So I think if I have any, if I have anything else, I will, I can call back, OK?
[CUSTOMER][POSITIVE] Thank you for your time.
[AGENT][POSITIVE] Yes, please do. If you get stuck or anything, just pick up the phone and call us. We thank you so much, [PII], for being an APO customer. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, sir.