AccountId: 011433970860
ContactId: 8eb1d2b3-ef80-4a60-ae52-b5778de0ad05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269700 ms
Total Talk Time (AGENT): 119429 ms
Total Talk Time (CUSTOMER): 129172 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/8eb1d2b3-ef80-4a60-ae52-b5778de0ad05_20250306T18:54_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] [PII], hi, this is [PII] calling from Community support services. I got a question. Um, my, our group number is 25523.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] Well, I'm calling. I got a couple questions because I'm not um as proficient with American public life as I am with some of our other insurances, so I have an employee that um is I'm asking some questions about some um how the APL works and I tried to go online, you know, with specifically because she has the cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I'm wondering um how that all works as far as you know if you know how it pays because I'm on the website and I can't seem to find to print out you know a flyer that shows what how it pays out.
[AGENT][NEUTRAL] OK, so, um, so you have a question regarding getting some information on the cancer policies for this group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes, ma'am. Well, I can, give me just a moment. What I'm gonna have to do first is to verify some group uh information.
[AGENT][NEUTRAL] For security purposes first, and then we can go from there, OK? So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the name of the group and the address?
[CUSTOMER][NEUTRAL] It's Community Support Services Inc.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and the contact person and for the group?
[CUSTOMER][NEUTRAL] Well, I thought it was me, [PII], but maybe it's still [PII].
[AGENT][NEUTRAL] OK, and what is that individual's email?
[CUSTOMER][NEUTRAL] Uh, [PII], um, so it's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you and then the primary number that we have on file for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. Now, currently, um,
[AGENT][NEUTRAL] [PII], you are not listed as an authorized contact for the group?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, if that, um, is [PII] no longer?
[AGENT][NEUTRAL] With the group or no longer in this role?
[CUSTOMER][NEGATIVE] Well she is still in with community support but this employee came to me and I wasn't proficient in APL because I haven't dealt with you guys. I've always done with the American Fidelity, so I thought I would try and help her by getting some information, but it sounds like that's not appropriate, huh?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Well, no, because of you not being an authorized contact for the group. Now, if they would like to have you added an email can be sent. I can give you the email address.
[AGENT][NEUTRAL] As to
[CUSTOMER][NEUTRAL] Um, OK
[AGENT][NEUTRAL] Where she, uh, I'm assuming is.
[CUSTOMER][NEUTRAL] Is there, is there a place that I can just go to and find out the policy? No.
[AGENT][NEUTRAL] No, ma'am. You would have to reach out to the agent of record for the group.
[CUSTOMER][NEUTRAL] OK, I might just go to our broker and then have them call you and do all of that. I didn't know. I was just trying to be helpful to somebody to get him some information, didn't know I come through a hoops to get to that part of it.
[AGENT][NEUTRAL] Yeah, you can
[AGENT][NEUTRAL] Sure. No.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, and I'm sorry that I couldn't, but yes, ma'am, actually the broker would be the best person to contact and then if they would, you know, if they would like to also add you as an authorized contact for the group, then an email could be sent to our care team.
[CUSTOMER][NEUTRAL] Anyway, OK.
[AGENT][NEUTRAL] But the agent of record or the broker would be able to provide all of that information that you're inquiring on.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][POSITIVE] OK sounds good thank you bye bye.
[AGENT][NEUTRAL] OK, well, you're very