AccountId: 011433970860
ContactId: b7f308a2-516a-426e-a365-b460c92f1e72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314660 ms
Total Talk Time (AGENT): 158227 ms
Total Talk Time (CUSTOMER): 118413 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b7f308a2-516a-426e-a365-b460c92f1e72_20250114T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I work with Beaumont ISD and last year we had the APL, uh, cancer insurance, and, uh, I received services and I wanted to see if I could still get my wellness claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure to assist you, Miss [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And do you have your policy number available?
[CUSTOMER][NEUTRAL] She gave me the group number. Would that be sufficient?
[AGENT][NEUTRAL] Yes, ma'am. Let me just get that screen pulled up. What is that group number?
[CUSTOMER][NEUTRAL] 17588
[AGENT][NEUTRAL] Let me just see if I can get you pulled up using that information.
[AGENT][NEUTRAL] Came up finally. Look, give me just a second, Ms. [PII], and the policy is in your name.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Now, are you in [PII] where y'all, we've been getting all that cold weather from y'all?
[CUSTOMER][NEUTRAL] Yes, yes, yes. So where are you?
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Oh yeah, and it's gonna get even colder, uh, I think Monday.
[AGENT][NEUTRAL] Yeah, so, so y'all can just keep it now.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Enough is enough.
[AGENT][NEUTRAL] Enough is enough, but I think, I think it's a little bit of everybody can say that, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And do you mind verifying your date of birth and current mailing address, please, ma'am?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Mailing address is [PII].
[AGENT][NEUTRAL] OK, thank you, and that is in [PII]?
[CUSTOMER][NEUTRAL] Uh-huh, but my text is [PII].
[AGENT][NEUTRAL] And if we can just go ahead and verify your um email as well please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like I might have your ISD email. Do we need to update that email?
[CUSTOMER][NEUTRAL] You can use the ISD when that's fine.
[AGENT][NEUTRAL] What, what is that email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just need to verify all your information. So even though you may not have active coverage, you can still file for your
[AGENT][NEUTRAL] Preventive claims anytime.
[CUSTOMER][NEUTRAL] OK. OK, good. OK.
[AGENT][NEUTRAL] And looks like the last one we've processed was for [PII].
[AGENT][NEUTRAL] For you.
[CUSTOMER][NEUTRAL] It was one for [PII] it was one for [PII]? Hmm, OK.
[AGENT][NEUTRAL] Yeah, for [PII] for oh Lord, for Doctor [PII], yeah.
[CUSTOMER][NEUTRAL] [PII]. OK, OK, OK, OK, OK.
[AGENT][NEUTRAL] Oh, that was a tough one, yeah, so we have processed for [PII].
[CUSTOMER][NEUTRAL] OK, well then I can't process it because this other one is for [PII]. Now let me ask you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, there's only one.
[CUSTOMER][NEUTRAL] OK, so it was for [PII]? OK.
[AGENT][NEUTRAL] Mhm. Now, we don't have anything for [PII].
[CUSTOMER][NEUTRAL] Yeah, and matter of fact, he has had um prostate with Doctor uh [PII]. I'm gonna have to get that and um maybe we could process it for him.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I'm also checking on your prior policy, and we did not get [PII], doesn't look like.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Is it too late?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so I can do that. OK.
[AGENT][NEUTRAL] Mhm. For [PII]. You want your policy numbers? Well, you've got that portal, active portal though, don't you? You can upload it there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll get something for this.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, if you give it to me it'd be better.
[AGENT][NEUTRAL] Sure, for [PII], the policy number is 121.
[AGENT][NEUTRAL] 1125.
[CUSTOMER][NEUTRAL] 1211125.
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] And you want the policy number for Terrence's claim for this year?
[CUSTOMER][NEUTRAL] Yeah, OK, wait a minute, let me.
[AGENT][POSITIVE] I'm just giving you all sorts of stuff. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's good. That's no, I'm I'm happy. What, what's Terrence's policy number?
[AGENT][NEUTRAL] Um, the one from 9123 to 9124 is policy number 237.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 536 1
[CUSTOMER][NEUTRAL] OK, 237-536-1?
[AGENT][POSITIVE] Mhm. That's right.
[CUSTOMER][POSITIVE] OK, thank you. All right, thank you so much.
[AGENT][POSITIVE] It's such a pleasure to assist you, Miss [PII]. Thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.