AccountId: 011433970860
ContactId: 8fcf2385-d348-487b-971e-182b58da92a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322779 ms
Total Talk Time (AGENT): 99086 ms
Total Talk Time (CUSTOMER): 95218 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/8fcf2385-d348-487b-971e-182b58da92a8_20250306T16:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to see um how I can file a claim.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII] for Dre.
[AGENT][NEUTRAL] Spell your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK [PII], and what's the policy number?
[CUSTOMER][NEUTRAL] It says um group number 16048.
[AGENT][NEUTRAL] And I look for the policy cert number that begins with a 0.
[CUSTOMER][NEUTRAL] No, I don't have that.
[AGENT][NEUTRAL] Do you have your card?
[CUSTOMER][NEGATIVE] No, I don't, they never sent me a card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what is your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] It should be my first name [PII].
[AGENT][POSITIVE] OK, thank you. And how can I help you?
[CUSTOMER][NEUTRAL] I was calling to see how I could file a claim.
[AGENT][NEUTRAL] OK, so you would download the Medin claim form from the website which is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] When you said [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The claim forms are in alphabetical order.
[CUSTOMER][NEUTRAL] OK.com.
[AGENT][NEUTRAL] Uh, the Metin claim is gonna be located on page 2.
[CUSTOMER][NEGATIVE] Can I ask you a question? How do I see my benefits? Like, because, you know, because they never sent me any information.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, OK. And so, um, you can review your policy online.
[AGENT][NEUTRAL] Um, and that means that you would have to create an account, an online account account to the secured site, um, to view the policy, and I can give you that web address as well.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so that's going to be the same as what I gave you before, but you're gonna put secured in front of all of it, so it'll be [PII].
[AGENT][NEUTRAL] Dot
[AGENT][NEUTRAL] Am public.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I'm so sorry. I hate that you're gonna have to do that again because I did not have a pin. My pen is not working.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second. I think my.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I like people. OK, let's try that again one more time.
[AGENT][NEUTRAL] Uh-huh. So it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do I spell out [PII], right? Yeah, OK.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] And I can go on that website to look up my be what benefits I qualify.
[AGENT][NEUTRAL] To download your
[AGENT][NEUTRAL] Or download your policy and your benefits are within your policy.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Alright, perfect. I think that's it and then I can do the claim with that website you gave me originally, correct? Yes.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Did you have any other questions I can help out with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK. Uh, you're welcome. uh, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.