AccountId: 011433970860
ContactId: 91ce0797-c4aa-48e6-9217-5b9050f140aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277079 ms
Total Talk Time (AGENT): 156588 ms
Total Talk Time (CUSTOMER): 119282 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/91ce0797-c4aa-48e6-9217-5b9050f140aa_20250402T12:58_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] They they need
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] This is that bad. Well, I'm trying to send my husband's claim form in and it says there's a previous account. I know I have an account on.
[CUSTOMER][NEUTRAL] [PII], but can you help me for him?
[AGENT][NEUTRAL] OK, so your husband has a separate policy and you're needing to, are you trying to set up a profile in the online service center?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, so I can um send his claim form in.
[AGENT][NEUTRAL] OK, Ms. [PII], so I will, I can help you somewhat. Um, what I'll need to do first is to pull up the policy information and verify some things with you for security. So what is a good call back number for you please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My office phone is [PII].
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] 771-416.
[AGENT][NEUTRAL] 771-416. Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], I will need to verify several things with you for security. So if you could first please verify your husband's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you and the whole mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the phone number for Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then his email address and it does appear to be uh work email.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, his email address, it's, uh, he, he's retired.
[AGENT][NEUTRAL] For work. Mhm.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So do you want my?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Email address that's what.
[AGENT][NEUTRAL] Yes ma'am, no, OK, so that's all the information that I will need to verify with you at the moment. OK, so because this is Mr. [PII]'s policy, is he available where he can give me authorization to speak to you about it?
[AGENT][NEUTRAL] Because I can't I can't.
[CUSTOMER][NEUTRAL] Um, no, he's at home.
[AGENT][NEUTRAL] OK, so we are here and.
[CUSTOMER][NEUTRAL] I can give you his personal email address.
[AGENT][NEUTRAL] Yes ma'am, but I can only change information with him on this policy since he is the subscriber. There's certain things for security reasons that we can only do with the subscriber on the policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, um, can I just email this or fax this claim?
[AGENT][NEUTRAL] You can fax the claim if you would like, but you cannot email it. We cannot accept the email again, that's, there's security reasons for that. But the claims fax number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I was I was.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then Ms. [PII] we are here until [PII] Central time Monday through Friday. So when you are with, you know, when you are with him, if he can call, you know, you all can call back so that we can speak to him and get his information updated in the system and then we could provide him any additional information on his portal that he would need.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right well thank you.
[AGENT][POSITIVE] OK. Well, you're certainly so welcome. And is there anything else that I could help you with this morning?
[CUSTOMER][POSITIVE] That's it I appreciate it you have a good day.
[AGENT][POSITIVE] Well, you're startling, yes, ma'am. I hope you do too, and thank you again.
[CUSTOMER][POSITIVE] You're right thanks.
[AGENT][NEUTRAL] For calling APL.