AccountId: 011433970860
ContactId: afcf1c81-65be-4e84-82d6-60d97cd9801b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454040 ms
Total Talk Time (AGENT): 181173 ms
Total Talk Time (CUSTOMER): 112837 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/afcf1c81-65be-4e84-82d6-60d97cd9801b_20250416T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I am um trying to do an online claim um for my wellness and um I was told that I need to get my policy number from you guys.
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can give you your policy number. Can I please get your name and your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name is spelled [PII], and I'm gonna give you my, my cell inside of my office because I'm on my office phone and my cell number is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you, Ms. [PII]. And let me see if I can find you by your name first.
[AGENT][NEUTRAL] OK, Ms. [PII], what state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you, ma'am?
[CUSTOMER][NEUTRAL] Should be [PII]. Um, I don't know which phone number you have. You have my cell or my work, but my cell is [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] My work is [PII] and my email, you you have, do you have the Cox or do you have the State Farm?
[AGENT][NEUTRAL] State Farm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. I appreciate you verifying your policy for me. OK, you said that you were filing a claim and you need to get your policy number. Um, were you filing the claim on the critical illness or the group accident policy?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it's something to do with the wellness you said?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look and see which one you have wellness on.
[AGENT][NEUTRAL] Give me just a second so I can look at these benefits real quick.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You've got a couple policies, so it's just gonna take a moment for me to look through the benefits to make sure I pick the right one.
[CUSTOMER][POSITIVE] You're fine. You're, yeah, you're fine. Take your time.
[AGENT][POSITIVE] Thank you for being patient with me.
[AGENT][NEUTRAL] OK, looks like it's gonna be.
[AGENT][NEUTRAL] I'm just double checking here.
[AGENT][NEUTRAL] Gonna be one of those situations where I have to actually pull in the complete policy because it's not giving it to me at a glance, so it's gonna be just a second while the computer downloads the policy for me to read through real quick.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] It's not pulling in on the group accident under wellness.
[AGENT][NEUTRAL] So let me go to the critical illness policy.
[AGENT][POSITIVE] You have some good policies they have a lot of benefits on them.
[CUSTOMER][MIXED] Well, I hope that's a good thing, but I hope I never have to use them.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am. OK. It looks like, and this is just to verify your benefits. It's not a guarantee of payment. You have a health screening and a, a mammogram. Each pays $50 for yourself and for your dependent children. And that's gonna be on policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's look it up.
[AGENT][NEUTRAL] On policy number 233.
[AGENT][NEUTRAL] 1793.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, do I have to set up an account for the online service and I do everything through the online service?
[AGENT][POSITIVE] Yes, you can do it that way that's um actually a great way to do it because it's a direct portal to your policy and you'll get confirmation um numbers when you send in claims and also as they're in the claim process you get updates too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will I be able to see my policy once I do this?
[AGENT][POSITIVE] Yes ma'am, you can.
[CUSTOMER][POSITIVE] OK alright perfect alright thank you so much for your help. I appreciate your time.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mm, I'm an am I an individual or I'm an employer or group?
[AGENT][NEUTRAL] You're on
[AGENT][NEUTRAL] You're an individual.
[CUSTOMER][NEUTRAL] I'm an individual.
[CUSTOMER][POSITIVE] OK, I think that's it thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well you have a wonderful [PII] this weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] Before we hang up where it says social security or member ID, I can put in this policy number.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Put in your social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you don't need the dashes. OK. All right. Thank you, ma'am.
[CUSTOMER][POSITIVE] OK, that's what I needed.
[CUSTOMER][NEUTRAL] OK, alright, and when on my email, can I put my personal or do I have to put the one you have on file?
[AGENT][NEUTRAL] We you have to use the one we have on file.
[CUSTOMER][POSITIVE] A State Farm, got you. OK, I'm glad I asked your wife before we hung up.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I'm glad you did too. That way you didn't have to call back again.
[CUSTOMER][POSITIVE] Exactly thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome. You take care and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.