AccountId: 011433970860
ContactId: c1140e66-2742-457c-acf8-902e6e20e3f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253880 ms
Total Talk Time (AGENT): 108413 ms
Total Talk Time (CUSTOMER): 122460 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/c1140e66-2742-457c-acf8-902e6e20e3f3_20250304T21:32_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] [PII], this is [PII]. I don't think I talked to anybody yesterday. I got online last night. I was just trying to get some information about my American public policy.
[AGENT][NEUTRAL] OK, well, I can definitely help you with your policy, and Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Well, I don't have it right now.
[AGENT][NEUTRAL] Oh, that's OK. I can look the policy up with your social if you don't mind.
[CUSTOMER][NEUTRAL] Co
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] And [PII], I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII]. My address is [PII], and my email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um what questions did you have today?
[CUSTOMER][NEUTRAL] Well, I just wanted to know what what policies I have.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I think I know, but I, I don't have any of my pamphlets or anything. I guess it's been long enough that I just, um, I have it filed away and I can't, it's not at my house where I was trying to find it. It might be at my office. So I was just wondering if you could tell me what my policies are and then send me um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anything that you have, you know, policy benefit type things.
[AGENT][NEUTRAL] OK. Um, so the only policy that you have with us is the cancer policy. Um, it's been active since [PII], and I can go ahead and get a request in to have um a policy certificate drafted for you, and if you like, we can email it or mail it to your home, um, whichever you prefer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well I thought that I had one for like a heart and stroke policy with the same.
[CUSTOMER][NEUTRAL] On the in my folder that I used to have on the same with the same company. Do you have a heart and stroke?
[AGENT][NEUTRAL] Oh, probably so.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Do you have them? Why would I not have that anymore?
[AGENT][NEUTRAL] Well, no, it's not that you don't have it. It's just, it's within the cancer policy. So if you have the coverage, but it's the cancer policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, that's what I was trying to. I thought it was just like one big policy, but I, I just wanted to make sure. OK, if you could just send me, OK, if you could just send me something with that, I would appreciate it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] No, you were right.
[AGENT][NEUTRAL] OK. Sure. And did you want it to be emailed or would you like it mailed?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think I'd like it mailed.
[AGENT][NEUTRAL] OK. And um hold on one moment.
[CUSTOMER][NEUTRAL] Because I'm not in a hurry that way I can put it in my file.
[AGENT][NEUTRAL] OK, and then just, I know we went over it, but just um since we're sending you something, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Alrighty, well, I'll go ahead and put the request in and then once the um certificate is drafted, it we'll go ahead and mail it to your home address for you.
[CUSTOMER][POSITIVE] OK, that sounds great. Thank you so much. Appreciate your help.
[AGENT][POSITIVE] You're very welcome. You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] Alright. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK, you too, bye bye.
[AGENT][POSITIVE] Thank you bye bye.