AccountId: 011433970860
ContactId: c2457f67-942f-41ec-98a2-0933ada35833
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465239 ms
Total Talk Time (AGENT): 130465 ms
Total Talk Time (CUSTOMER): 130986 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c2457f67-942f-41ec-98a2-0933ada35833_20250121T21:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the private office.
[AGENT][POSITIVE] Hi, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Oh, yeah, great.
[AGENT][POSITIVE] That's good. And how may I assist you today?
[CUSTOMER][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] Uh, with the creams?
[AGENT][NEUTRAL] OK, and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Um, total, I have
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Under that 2 is for member?
[AGENT][NEUTRAL] And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I have the first member's policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's AFL MST 1682377225.
[AGENT][NEUTRAL] OK, that's not a um APL claim number or policy number, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, can you please check with the member details?
[AGENT][NEUTRAL] I can't check the details until I locate the.
[CUSTOMER][NEUTRAL] That's just the number
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, you, can you check with the member name, date of birth, ZIP code, and SSN number of the member?
[AGENT][NEUTRAL] I can check with the member's first and last name or their full social.
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] My my name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And first name [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm just waiting for the policies to populate here. And the last name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The last name is.
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I just wanted to make sure because I'm not showing a policy with that name. Yeah, there's no policy here with that name.
[CUSTOMER][NEUTRAL] OK, just a moment. So member not fun, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, just give me a moment.
[CUSTOMER][NEUTRAL] Is there any other insurance getting from that number?
[AGENT][NEUTRAL] We don't have any information on the member. The member is not in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you please provide me the call reference number for this?
[AGENT][NEUTRAL] Sure, the the call reference number for the entire call will be my name and today's date.
[AGENT][NEUTRAL] And again, that's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like to go to that?
[CUSTOMER][NEUTRAL] And today's date [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, let me open another number.
[AGENT][NEUTRAL] OK, I'm ready for the policy number when you are.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] I got dinner from that.
[CUSTOMER][NEUTRAL] Of previous claim. Just a moment.
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] The member ID is
[CUSTOMER][NEGATIVE] FIR.
[CUSTOMER][NEUTRAL] 68
[CUSTOMER][NEUTRAL] 3120241
[AGENT][NEUTRAL] So the APL policy number is going to start with a 01 or 02. It's about 7 to 8 digits and it will have it could have an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, can you check with the member details?
[AGENT][NEUTRAL] What's the member's first and last name?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And the last name is?
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Season
[CUSTOMER][NEUTRAL] Um, [PII] [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here.
[AGENT][NEUTRAL] And you said the first name is [PII]?
[AGENT][NEUTRAL] Yeah, we don't have
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] So, of the list of claims or policy numbers that you have, if they don't follow the format that I'm giving you, it's not an APL policy. So if you don't have policies that start with a 01 or 02, have an ML 7 or 8 at the end.
[AGENT][NEUTRAL] It's not an APL policy.
[CUSTOMER][NEUTRAL] Um, let me just check.
[CUSTOMER][POSITIVE] OK. Then thank you so much. Have a good day.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.