AccountId: 011433970860
ContactId: b24a612a-e671-46ad-a68a-6c9fc3ad00db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 761280 ms
Total Talk Time (AGENT): 463013 ms
Total Talk Time (CUSTOMER): 200877 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/b24a612a-e671-46ad-a68a-6c9fc3ad00db_20250314T13:42_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, um, we are calling about, we have a cancer policy that we've had for 30 something years.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And um need but the account number is old and I when I try to like log in it's not accepting uh us.
[CUSTOMER][NEUTRAL] Um, our log in information as a new user. I called a couple weeks ago.
[CUSTOMER][NEUTRAL] And um I needed to get some more information to provide to y'all to get this um where we can log in and file a claim.
[AGENT][POSITIVE] OK, yeah, um, I'd love to help you with that today. Do you mind if I just snag uh your first name and a good callback number real quick?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the call back is [PII].
[AGENT][NEUTRAL] Perfect, so we are going to get that cancer policy pulled up for you so we can help you log into the online service center, is that correct?
[CUSTOMER][NEUTRAL] Yes, and I have the account number that was that the policy number.
[AGENT][POSITIVE] OK, perfect. And
[CUSTOMER][NEUTRAL] From the original policy.
[AGENT][POSITIVE] Perfect. I um should be able to look it up with that. Let me give that a try real quick, OK?
[CUSTOMER][NEUTRAL] OK, it's um A.
[CUSTOMER][NEUTRAL] 0035043
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Give me a moment to try that and if not we can um look through other means, OK?
[CUSTOMER][NEUTRAL] Yeah, it's under my husband and he's here if he needs to um get permission for me to.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Discuss it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] All right. Um,
[AGENT][NEUTRAL] Perfect. And Miss [PII], I, I can go through and verify information with you and give you like information about the policy, but to help set up the online service center, I would need his um verification information. Is that something I can do real quick with him and then assist you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK perfect um yeah I'll just, if you don't mind it'll take just a couple moments for me to verify with him.
[CUSTOMER][NEUTRAL] You need to speak
[CUSTOMER][NEUTRAL] OK, hold on, here he is.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Hello this is [PII].
[AGENT][NEUTRAL] Hi, Mr. [PII], thank you so much for speaking with me. My name's [PII]. I'm with APL and I just wondered if I could go through the verification process with you and get your permission to speak to your wife on your account. Is that OK?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right, Mr. [PII], would you be able to verify for me, pretty please, your date of birth?
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][POSITIVE] Wonderful. And then the mailing address on file?
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] Uh, excuse me, that's my old address [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And then just the, yep.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then you said that's your old address, is that something that I can update for you real quick and get a new address on file?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right, let's see. What is the current address we're at, my friend?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And then is it also in [PII]?
[CUSTOMER][NEUTRAL] 3 yes ma'am [PII].
[AGENT][POSITIVE] Same zip code, perfect.
[AGENT][POSITIVE] Wonderful. And give me just a second to make sure that update saves.
[AGENT][NEUTRAL] You said [PII]. Did I get that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, let me see what I just did.
[AGENT][POSITIVE] Are you having a good day so far?
[CUSTOMER][POSITIVE] So far so good thank you I hope your day is going well.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It is. The sun is out, the birds are chirping. I think that's all we ever need.
[CUSTOMER][NEUTRAL] Yeah, we're, we're uh.
[CUSTOMER][NEUTRAL] Waiting on an impending thunderstorm to come through this afternoon or night, something like that.
[AGENT][NEGATIVE] I have heard that, yes. I hope, I hope you guys don't get anything like that. We're expecting like heavy winds where I'm at.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then [PII] I also noticed we didn't have an email address on file and I actually think that's why you can't log into the online service center because we have to have one on file. Do you mind if I get an email address for you as well, my friend?
[CUSTOMER][NEUTRAL] OK, it's uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII], that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm gonna read this back to you real quick, just to make sure I got it right. [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] [PII]. OK, perfect.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Wonderful, alright, and then last but not least is I just also don't have a phone number on file. Do you mind if I put one on file as well?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you so much. And then I guess the only other thing I need from you, Mr. [PII], is do I have your permission to speak with your wife [PII] today to help her set up the online service center and make any necessary changes or um anything like that with the with the account today?
[CUSTOMER][POSITIVE] Yes you do.
[AGENT][POSITIVE] OK, perfect. I do.
[CUSTOMER][POSITIVE] She hand handles all the business around here, so that's that's actually the best one to talk to.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] The best one to talk to perfect well then I'll be in good hands. I do want to let you know, [PII], that the verification only lasts the duration of the phone call, but if you do want, if, um, if you expect you might need to, um, we do have a third party authorization form that I can send out that would allow your wife to call and get claim status and things like that, um, without needing us to verify with you and I can send that to your email address and then you would just fill out the form and email it back to us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if that's something you're interested, I can get that out. Otherwise, if she calls, um, we would just always verify with you and then get your permission for that phone call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we'll go ahead and send that paper through the email route and we'll fill that out and for today she's got some questions. Can you help her with that?
[AGENT][NEUTRAL] Yes I can again it'll only last for the duration of this call so if she calls back we might need to re-verify with you, but I'll go ahead and I'll have that email sent out to you um hopefully before the end of the call so um you'll be able to have that, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That'll be very fine thank you very much.
[AGENT][POSITIVE] Hey, yes, it's my pleasure thank you [PII], and you have such a wonderful day.
[CUSTOMER][POSITIVE] Thank you, you too. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much for your patience, Ms. [PII]. All right.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And so I think I figured out why the online service center wasn't working and that's because we didn't have an email on file so there was no email for it to match to um and I did go ahead and get all the other information we have now the demographics like address, phone number, email are all up to date. So are you at a computer? Do you think you'd be able to try again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yes, I'm definitely.
[AGENT][POSITIVE] OK, perfect. And what I'm gonna do is, oh I'm so sorry.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] So, go ahead. I'm just, I'm clicking because when I click on I go to log in and then do user right?
[AGENT][NEUTRAL] Yes, you do, mhm.
[AGENT][NEUTRAL] Um, so I let [PII] know that obviously the verification of the call like him giving us permission to only last the duration of each individual call, um, so I let him know that we have a form and I'm sending it out to him now and it's gonna have uh.
[AGENT][NEUTRAL] It's a third party authorization form which would allow us to disclose information to you so if you're calling to get claim status um on [PII] by any chance uh we would be allowed to speak to you about the account and the benefits and where he's at on claim status and so I'm going to go ahead and send this to you all now and it's just gonna come through email you can fill it out and then just send it back over email.
[AGENT][POSITIVE] And it's pretty quick and easy. It lasts 2 years, but that way we don't have to reauthorize with [PII] on every call. um, he said that you were the woman in charge.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] So I tried to log in and it's still saying no user was found.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, so let me pull up on the back part on my side.
[AGENT][NEUTRAL] And we're just gonna make sure the information we have in our system matches the information you're typing in, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. Well, I see one huge issue. So on the social security number, um, you're gonna go ahead and type [PII].
[AGENT][NEUTRAL] I don't know why that's what we have on file for the Social Security number, but.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] So yeah, you know what? that worked.
[AGENT][NEUTRAL] OK, perfect. Um, it might be just because of how the policy was set like it might have been set up without an actual social security number on file.
[CUSTOMER][NEUTRAL] Weird
[CUSTOMER][NEUTRAL] OK, it was so long ago, who knows.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] But perfect. I'm glad that that was an easy fix. I'm glad that's what I checked first.
[AGENT][NEUTRAL] Um, what I'm also gonna do for you, Ms. [PII], is in that email I'm going to add, um, we have a user guide for the online service center that talks to you, I mean it talks you through the set up, but we're already gonna be past that, but like how to set up direct deposit, how to add text alerts, how to check your claim status, view your like it's just everything you can do and the how-tos so I'm gonna send that guide on out to you as well, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then that third party authorization form, and then I'm just gonna hang out with you until you're logged in and do you have any other questions um that I can assist you with?
[CUSTOMER][NEUTRAL] No, I'll, I'll just get in and, and look around and see about, you know, filing a claim.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And so, um, yeah, and I know it's said on there like I guess you can't be canceled so I mean we could decide after we file a claim and see how everything works, whether we wanna continue with the insurance.
[AGENT][NEUTRAL] Yes, absolutely, um, do you have and you don't need to fill out the guide, but it just might help it to have that particularly that first page, um, for the claim form. Do you have a copy of that cancer claim form handy or do you want me to include that in the email that I'm sending your way?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] If you could include it in the email that'd be great.
[AGENT][NEUTRAL] OK, I I certainly will, um, you, when you upload documents to the online service center, you don't have to have that full cancer claim form filled out, um, but that first page just kind of breaks down like all the information that's needed, um, to process the claim the first time you make a claim, more information is needed than subsequent claims and so it might just help you to have that, um, first page so you can use it as like a checklist to make sure you have everything you need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I will absolutely go ahead and include that in the email coming your way and then any time like if you have questions, anything we can help you with along the way, don't hesitate to reach out to us we're always happy to help.
[CUSTOMER][POSITIVE] OK great thank you I really appreciate it.
[AGENT][POSITIVE] Yeah, well, it's my pleasure, and Ms. [PII], if there's nothing else I can do for you, I hope you have a fabulous day. I hope you guys stay safe. I heard you guys are getting thunderstorms coming your way.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yeah, we will stay in.
[AGENT][NEUTRAL] Yeah, I got heavy wind coming my way, so, um, unfortunately, I'm just opening up the windows now before all the debris comes up flying.
[CUSTOMER][POSITIVE] Alright well I really appreciate your help.
[AGENT][POSITIVE] Hey, it's my pleasure thank you guys so much. I hope you all have a lovely afternoon and take care. Happy weekend.
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][NEUTRAL] Bye-bye.