AccountId: 011433970860
ContactId: 94f6466f-149d-4eb3-9d79-d51a1f964540
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268359 ms
Total Talk Time (AGENT): 120870 ms
Total Talk Time (CUSTOMER): 67399 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/94f6466f-149d-4eb3-9d79-d51a1f964540_20250210T23:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Uh, yes, I, I know this sounds crazy, but I am paying y'all a premium each month, and I'm not sure exactly what's covered.
[AGENT][NEUTRAL] OK, uh, what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] My name is [PII], and I do not have a policy number.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] You say last name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, what state are you from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh one moment.
[AGENT][NEUTRAL] And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Looks like a group cancer policy, but let me see if I can pull it up. Give me one moment.
[AGENT][NEUTRAL] Well, it won't let me pull up the policy, but it looks like a cancer policy that you have with us.
[CUSTOMER][NEUTRAL] OK, I was thinking that it was something like that that I had probably from a previous employer.
[AGENT][NEUTRAL] Uh, looks like Bank of Oklahoma.
[CUSTOMER][NEUTRAL] No, I never worked at Bank of Oklahoma.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, it's like a cancer policy you have with this. It's used to help if you were diagnosed with cancer, to help with any treatment, and there's like a first occurrence benefit. I mean, the first time you're diagnosed with internal cancer, it pays a flat amount.
[CUSTOMER][NEUTRAL] OK, can you tell me, does it cover myself and my husband?
[AGENT][NEUTRAL] Uh, sure, it is a couple's policy.
[AGENT][NEUTRAL] So [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII]? Yes, ma'am, I sure he's on the plane as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well that helps me um at least know what that's for.
[AGENT][NEUTRAL] Yes, ma'am. Uh, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] Well, is there any kind of like information about the policy that you could mail to me?
[AGENT][NEUTRAL] I can send a request for your copy to be mailed out to you.
[CUSTOMER][POSITIVE] OK, I'd appreciate that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I will send this request and also we do have an online service center, uh, it's where insurance can set up an account to view your policy, submit claims, and even check claim status if you ever submit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's at [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And you would select new user, uh-huh, secured SEC.
[CUSTOMER][POSITIVE] Secured
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Go ahead yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And when you go to the site, select individual.
[AGENT][NEUTRAL] A new user, I'm sorry, then individual, and then they'll ask for your name, date of birth, social, zip code and email address. And once you've entered that information, it'll let you set up a username and password.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, well, I, oh.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I'm sorry, but I'll send a request to have it mailed out to you.
[CUSTOMER][NEUTRAL] Was
[CUSTOMER][POSITIVE] OK, that sounds great thank you so much.
[AGENT][POSITIVE] You are welcome. Thanks for calling APL, Miss [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.