AccountId: 011433970860
ContactId: ab7878eb-2db3-4d64-afde-af467ee0a426
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392279 ms
Total Talk Time (AGENT): 138799 ms
Total Talk Time (CUSTOMER): 115905 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ab7878eb-2db3-4d64-afde-af467ee0a426_20250401T14:09_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII]. I got a letter in the, well, actually this is [PII]. Why did I just get it?
[CUSTOMER][NEUTRAL] Um, can I just make sure that my policy has been ported over?
[AGENT][NEUTRAL] Oh, sure.
[CUSTOMER][NEUTRAL] To you
[AGENT][NEUTRAL] Yes, I can check for you. May I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Um, it's 361-244.
[CUSTOMER][NEUTRAL] 2591 and the I got a certain number 02535695.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, [PII], and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So yes, it did report correctly, um, the, the policy number that you gave me ending in 695, that's no longer active as of [PII], um, but the, the new policy um is 2581315 and that's been active since [PII].
[CUSTOMER][NEUTRAL] 258 because I haven't gotten a new policy.
[AGENT][NEUTRAL] Mhm. 13.
[AGENT][NEUTRAL] You mean like you haven't gotten the cards or anything?
[CUSTOMER][NEUTRAL] OK 25813.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] 2581315.
[CUSTOMER][NEUTRAL] No, they had a problem.
[CUSTOMER][NEUTRAL] OK, 2581315.
[AGENT][NEUTRAL] Mhm. Now, the cancer policy doesn't have like a card. You won't, it has like the breakdown of the coverage I can send to you, but I can't, we only have cards for health and dental.
[CUSTOMER][NEUTRAL] Oh OK, OK, but I mean I'm supposed to get like a new like dec page that shows the new um cert number, right?
[AGENT][NEUTRAL] Yes, now that's the breakdown. Um, let me make sure it's available and then if you'd like, I can email this to you.
[CUSTOMER][POSITIVE] Yes, if you wouldn't mind.
[AGENT][NEUTRAL] No, hold on one second, let me just check.
[AGENT][NEUTRAL] OK, yes, it's here and um would you like me to send it to the [PII]?
[CUSTOMER][NEUTRAL] Um, no, that's my work number if you'll just, uh, send it to the [PII].
[AGENT][NEUTRAL] Hold on. Let me add that to your policy.
[CUSTOMER][NEUTRAL] [PII]? OK, yeah.
[AGENT][NEUTRAL] So you want to take the um work email and add the person, right?
[CUSTOMER][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] OK, and I'm in the right place now. I just need you to repeat it for me. I'm sorry.
[CUSTOMER][NEUTRAL] OK, that's fine. It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, so I've saved it and I'm sending this to you now. Did you want to wait while we're on the phone or you're OK?
[CUSTOMER][NEUTRAL] Uh, let's see, and also, um.
[CUSTOMER][NEUTRAL] Where do I go to like set up my account and um.
[CUSTOMER][NEUTRAL] Like do a claim?
[AGENT][NEUTRAL] OK, so for that you're gonna go to our, um, the easiest way is to go to our website, [PII].
[AGENT][NEUTRAL] And once it populates to the top right corner, you'll see um it'll say claims and forms and then there's another option and then it'll say sign in or sign up, you're gonna click on sign in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um,
[CUSTOMER][NEUTRAL] Now let me
[AGENT][NEUTRAL] Do you know if you have, have you used the online service center before?
[CUSTOMER][NEUTRAL] No I have not, so I would have to set up an account.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEGATIVE] And I still haven't got anything.
[AGENT][NEUTRAL] Oh, I haven't sent it yet. Hold on one second.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm typing, you know.
[CUSTOMER][NEGATIVE] I was thinking gosh dang it, everything is so slow today.
[AGENT][NEUTRAL] Sorry, hold on one second.
[CUSTOMER][POSITIVE] No, that's not a problem.
[AGENT][NEUTRAL] OK, now I sent it. Now it may come to your spam folder, but it's coming from the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty, I think that's all I needed.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL Ms [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome bye bye.