AccountId: 011433970860
ContactId: c005f663-8be1-4378-a743-ddc6f7fefaf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434809 ms
Total Talk Time (AGENT): 210595 ms
Total Talk Time (CUSTOMER): 193423 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/c005f663-8be1-4378-a743-ddc6f7fefaf0_20250312T19:26_UTC.wav
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[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. uh, I called a few weeks ago to get my daughter added to our cancer policy, and it's an old policy and we've been trying to get like the documents for the policy. I can't get them to pull up on uh the website and uh when I called earlier they were supposed to mail uh some copies of the policy but we haven't received anything.
[AGENT][NEUTRAL] OK. I'll be happy to help you today. Um, Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It is actually there's two policy numbers 63.
[CUSTOMER][NEUTRAL] 2023
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and Mr. [PII], just in case we get disconnected today, what's a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You already gave me your phone number, so the last thing I need you to verify is your email address for me.
[CUSTOMER][NEUTRAL] Uh, it is, uh, it could be, it's [PII], I think is the one I gave her.
[AGENT][NEUTRAL] Yes sir that's it. Alright, let me take a look. I do have your request, um, so I do apologize it's taking a moment, um, due to this being such an old policy I've actually had to reach out to a supervisor for um to make sure that I get y'all the right documents, um, so I do have it. I'm just still waiting on a response from my supervisor. I do apologize about that um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, what is your child's name that you're trying to add?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let's see.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Alright, and you're wanting to add her to both of your policies?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is she under the age of [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I think I'd already given all the information uh to get her added but they said it would be I may have talked to you. I said it would be November.
[CUSTOMER][NEUTRAL] Uh, before she could be added.
[AGENT][NEUTRAL] Yes, sir, because that's your um.
[AGENT][NEUTRAL] Anniversary period, uh, so without like a um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Qualifying life event.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Uh, changes can your anniversary period, so yes, sir, um.
[CUSTOMER][NEUTRAL] I understand that.
[CUSTOMER][NEUTRAL] We're just kind of, you know, we're, we're I just.
[AGENT][NEUTRAL] I believe you talked to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just kind of tell you where we're we've had uh open enrollment period with our cafeteria plan uh we're both educators and like we're a little uneasy because we don't really know you know what we've got versus what we could have, you know what I'm saying so that was the the reason that we're just kinda trying to see what this policy actually uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is and the lady that wrote the policy for us, she's passed away, so, uh, I mean at the time, you know, we've compared them and what we thought was that, you know, this policy would be difficult to beat, you know, because it's so old and I think there were some things in there that aren't offered anymore but we just.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, needed to
[CUSTOMER][NEUTRAL] Get some reassurance I guess.
[AGENT][NEUTRAL] Yes, sir. I understand. Um, the policies you have is a, you have a cancer policy and then you have a cancer lump sum policy. Um, let me see if we had, you said you checked on the um service center and you didn't have any documents out there?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No ma'am, and every time I, I click on them, it says that there's a uh something been reported like, you know, like this has been reported to uh your forms not being here it's been reported to whoever customer service and it says give 48 hours, uh, you know, so that that's another reason I'm just calling because I don't, you know, I wanna make sure that we uh get everything as far as policy wise so we have it on hand.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yes, sir. I understand. Um.
[CUSTOMER][POSITIVE] And I, and I do have everything for [PII] correct to get her added in November.
[AGENT][NEUTRAL] I'm, I'm sorry, can you say that one more time?
[CUSTOMER][NEUTRAL] I did, I do, you do have everything you need to get JC added in November, correct? I don't need to do anything else.
[AGENT][NEUTRAL] Um, you'll need to fill out the, uh, application for the dependent. Um, that's what I'm trying to get with my supervisor about to, um, get that sent over to you. Um, I didn't see a request for the, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Policy certificate I apologize about that. I will get that done today and uploaded um this evening, so you should be able to look at them tomorrow. I will make sure I get that done today um so if you'll check the service center again tomorrow they should be there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK, and you think that that uh application to get her added should be to us pretty quickly?
[AGENT][NEUTRAL] Yes, I'm gonna reach back out to my supervisor and see if I can get a response from her on which application I need to send y'all because there's different ones based on the type of product and with this one being so old, I wanted to make sure that I was sending you the right one. so let me get with her one more time and see if I can get her to uh to make sure that I've got the right thing and because I didn't want y'all to have filled out twice because I sent you the wrong thing, um, but yes, sir, and
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, I understand. OK.
[AGENT][NEUTRAL] Uh, would you be OK with me sending you that to your email instead of mail? That way you'll get it faster and.
[CUSTOMER][NEUTRAL] Yeah, that, that's what I thought was happening. Now, uh, email is fine. I, I honestly I thought it was supposed to be emailed anyways, the application, so, uh, but that's fine just email it to me and I'll get it emailed back to you.
[AGENT][NEUTRAL] Or do you still want me to mail it?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, no problem, Mr. [PII]. Uh, was there anything else I could do for y'all today? I do, I just wanna apologize again for y'all's wait. Um, but I'll do the best I can to get it done quickly for you, OK?
[CUSTOMER][NEUTRAL] Right, OK, I understand. All right, well thank you that's all.
[AGENT][POSITIVE] No problem Mr. [PII]. Well, thank you all so much for choosing APL and if y'all do you need anything, please let us know, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you have a wonderful day bye bye.
[CUSTOMER][NEUTRAL] Bye bye.