AccountId: 011433970860
ContactId: 94245a4b-4a91-41f5-b7e0-bd02eb5eb5d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 641440 ms
Total Talk Time (AGENT): 241905 ms
Total Talk Time (CUSTOMER): 290178 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/94245a4b-4a91-41f5-b7e0-bd02eb5eb5d3_20250102T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, Miss [PII], this is Ms. [PII], and I have, I received a letter about a claims form.
[AGENT][NEUTRAL] OK, you said your name is Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, excuse me.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEGATIVE] That's just excuse me. Oh Lord, these allergies and sinuses, um, no, that's just I, I was trying to get a card also because I have none of that information. It's on my um.
[CUSTOMER][NEUTRAL] Oh my, oh Lord, on my computer at work, at school, but though I don't have the information with me.
[AGENT][NEUTRAL] Did you say you received documentation from APL?
[CUSTOMER][NEUTRAL] Aimas
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Did you say you received something from American Public Life?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What did you receive?
[CUSTOMER][NEUTRAL] Um, it was a thing about, um, it says we received a claim on your policy and review all claims have started. In some cases additional information must be required or request, excuse me, from you or your provider for medical service.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so that's an OK, thank you. That's acknowledging that we received one of your claims. Got that. Spell your first name for me. I can search it by your name, your policy number by your name.
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] And my last, yes ma'am.
[AGENT][NEUTRAL] Is your last name? OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what state do you reside?
[CUSTOMER][NEUTRAL] [PII]. Excuse me.
[AGENT][NEUTRAL] And what type of policy do you have?
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] I guess I don't know um.
[CUSTOMER][NEUTRAL] What is it called? Oh Lord.
[AGENT][NEUTRAL] Is it a critical illness?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I think I have critical illness and something else. I don't know what.
[AGENT][NEUTRAL] OK, can you verify your date of birth, your mailing address, and uh uh phone number in case we're disconnected and your email address.
[CUSTOMER][NEUTRAL] Yes ma'am. OK, so, OK, so you said my date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what else did you need? I forgot.
[AGENT][NEUTRAL] Um, your phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my phone number is [PII]. I'm trying to fight these allergies and stuff, and this just driving me crazy.
[AGENT][POSITIVE] Uh, I know, I totally understand what you mean. I'm right next door to you and, uh, we are dealing with the same.
[CUSTOMER][NEUTRAL] Oh [PII], for the yeah what in [PII].
[AGENT][NEUTRAL] So, let's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK. They gave me medicine for it, but it ain't working.
[AGENT][POSITIVE] All right, thanks for verifying that information.
[AGENT][NEUTRAL] Uh, for me, [PII]. So, let me give you your policy number, that way you'll have that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you. Is there a way I can get a card with that on there?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I was gonna see if there's a card for you in your file and if so I can email that to you if you would like.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] But I'll go ahead and give it to you so you have it written down somewhere. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1841.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And actually an identification card is not issued uh for this uh product, but there is a policy er number that you know provides your benefits on our online service center um that you can download.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or I can email it over to you whichever you prefer.
[CUSTOMER][NEUTRAL] You can, can you email it over to me please ma'am?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Gosh
[CUSTOMER][NEUTRAL] I just got this before.
[CUSTOMER][NEUTRAL] Before the holidays, but it says [PII].
[CUSTOMER][NEGATIVE] Well they lost in the mail, mm.
[AGENT][NEUTRAL] Do you teach?
[CUSTOMER][NEUTRAL] Yes, ma'am. I do, uh, well, I'm a uh educational aid, so I do do class works. I do uh reading intervention and also math intervention.
[AGENT][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][POSITIVE] Very good.
[CUSTOMER][NEUTRAL] Kids are so different these these years, uh, this generation's like, oh my God.
[CUSTOMER][NEUTRAL] 00, they wanna tell you instead of you telling them, OK, so, you know, I'm going, OK, alright.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] How do you handle that?
[CUSTOMER][NEUTRAL] Um, you have to use, uh, reverse, reverse it on them and say, OK, then, if you can do this, then show me, you know. So you just tell them to do, you know, you have to just say, OK then, if you can do this, then show me. So, some of them do, some of them don't, but anyway.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. Are you like a paraprofessional?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes. Yes, ma'am. But I'm classified as an educational aid because I have a degree, a four-year college degree, so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, very good. OK. Good.
[AGENT][NEUTRAL] OK, so I've emailed the policy certificate to your email address and it's gonna come from [PII]. I want to make sure that you do receive it before we release the line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me get my computer real quick.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then you have your policy number and uh.
[CUSTOMER][NEUTRAL] Let me look this up right quick.
[AGENT][NEUTRAL] What was the date of the letter that you received?
[AGENT][NEUTRAL] From us.
[CUSTOMER][NEUTRAL] That's just it. I got it in [PII], but it says [PII], but I received it just.
[AGENT][NEUTRAL] OK, of course,
[AGENT][NEUTRAL] OK, cause it was processed [PII], so that's, that was a big delay.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and it looks like a $50 payment was processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, on [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And you say your name is Ms. [PII]?
[AGENT][NEUTRAL] You may have already received that.
[CUSTOMER][NEUTRAL] I probably have, no ma'am.
[AGENT][NEUTRAL] Well, yeah, and it went to the your previous address.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] OK, so it's from Ms. [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I got it then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me open it up.
[AGENT][NEUTRAL] And not your previous address. You didn't change your address. It went to the [PII].
[CUSTOMER][NEGATIVE] Yes ma'am, there was an error downloading this file. What happened?
[CUSTOMER][NEGATIVE] So it was an error download in it.
[AGENT][NEUTRAL] Were you able to open the PDF document?
[CUSTOMER][NEUTRAL] That's why I was in and
[CUSTOMER][NEGATIVE] It's telling me that it was a problem downloading it.
[AGENT][NEUTRAL] When you clicked on the PDF document?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] There it is, uh, what? No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK got it.
[CUSTOMER][NEUTRAL] OK, the test file here we go.
[CUSTOMER][NEUTRAL] I'm on my iPad, but it's not doing it, so, well, I know that that other part was sent, so all I have to do is go to, I guess go to the school and
[CUSTOMER][NEUTRAL] It says it's downloading oh here we go.
[CUSTOMER][NEUTRAL] Open that one up.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII] member certification number coverage type.
[CUSTOMER][NEUTRAL] Plain type, OK.
[CUSTOMER][NEUTRAL] OK, here's all the information, OK.
[AGENT][NEUTRAL] Yeah, that's your policy benefits, what your policy covers.
[CUSTOMER][NEUTRAL] Alright then.
[CUSTOMER][NEUTRAL] Oh OK then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you do have your policy number written down, right?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am. I do have that written down. So this is just in case like if I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Critical illness benefits around.
[AGENT][NEUTRAL] It just makes, it just basically tells you what is covered under your, uh, critical illness policy and the schedule of benefits should be.
[CUSTOMER][NEUTRAL] My camera was open.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] On page.
[AGENT][NEUTRAL] It's gonna start on page 8.
[AGENT][NEUTRAL] Section 2, page 8.
[CUSTOMER][NEUTRAL] Section 2, OK, I see it.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, alright then.
[AGENT][POSITIVE] And you have a wellness benefit of this, on this policy also. That's further down on that page.
[CUSTOMER][NEUTRAL] OK, that's the one that the $50 for.
[AGENT][POSITIVE] Yes. Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alrighty.
[CUSTOMER][NEUTRAL] OK, so I have it on hand now so I know it's what.
[AGENT][NEUTRAL] OK. All righty. Anything else?
[CUSTOMER][NEUTRAL] And paid many years ago.
[CUSTOMER][NEUTRAL] Unpaid premiums up on the payments of a claim. OK then. Alright then. No, ma'am, that's it, but I was trying to figure out what that letter was about. I'm going, OK, wait a minute here, because I got it in December. I'm going, OK.
[AGENT][NEUTRAL] Oh, yeah. So each time we, like if a provider sends us a claim?
[AGENT][NEUTRAL] You'll get a letter saying just letting you know that we received a claim for you and that you know, whatever else it says it's basically in process or something like that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Some general information just to let you know that we received the claim.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, I was looking at this where it says um loss of sight. Is it like for cataracts or something like that? Con devices.
[AGENT][NEUTRAL] Well, I mean, if you can't see, if you've lost your sight.
[CUSTOMER][NEUTRAL] Oh, OK then. OK. Cause I got that, I have to have surgery to have my have cataracts removed.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But you can see
[CUSTOMER][POSITIVE] Yes, oh yes, I, oh yes, thank [PII].
[AGENT][NEGATIVE] Yeah, so that's loss of sight.
[CUSTOMER][POSITIVE] Thank [PII].
[CUSTOMER][POSITIVE] Oh yes
[CUSTOMER][POSITIVE] OK then, well I appreciate this then.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Uh-huh. Have a good day, Ms. uh, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too uh huh bye bye.