AccountId: 011433970860
ContactId: c59761b2-b1f0-42a8-bc18-779e2b45acc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 520119 ms
Total Talk Time (AGENT): 235249 ms
Total Talk Time (CUSTOMER): 199913 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/c59761b2-b1f0-42a8-bc18-779e2b45acc6_20250414T17:46_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, my, my husband's name is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And his birthday is, his birthday is [PII].
[CUSTOMER][NEUTRAL] And he has a disability policy with you guys and I, I am I'm permitted to talk. They already figured that out and gave me this number. Well they sent me a, a bunch of information on it and a form a claim form on my tablet and for some, some reason that got um deleted, so I wondered if there's any way they can mail me out that stuff that they put on the tablet so I'll have it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so someone emailed you forms for your husband's policy?
[CUSTOMER][NEUTRAL] Yeah, yeah, and for um she's gonna have knee replacement surgery in October and she just went ahead and sent me some information on the um.
[CUSTOMER][NEUTRAL] On the plan and everything and then uh you know what we needed to do and then she's supposed to put a form on there but before I could get it emailed to my son or forward it to my son I got it um.
[CUSTOMER][NEUTRAL] I'm [PII] or he's [PII] and I'm almost [PII], so we're not very good on computers and it got deleted so I just wondered if they could just mail that information to us.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're just wanting to see if it could be mailed instead of emailed?
[CUSTOMER][NEUTRAL] Yeah, just mail it to our home address.
[AGENT][NEUTRAL] OK, so yes ma'am, I can try and help you with this. So what I'm gonna have to do though first off is um to pull up the policy information and verify several things with you for security and verify that we do have the authorization on file to be able to speak to you first off, OK? So what is your name?
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. What is your name?
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] [PII]?
[AGENT][NEUTRAL] How do you spell your first name?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is
[AGENT][NEUTRAL] Yes, ma'am. What is your callback number?
[CUSTOMER][NEUTRAL] [PII]. He had, you want his cell phone or mine?
[AGENT][NEUTRAL] No, ma'am, I need yours first off. No, ma'am, yours.
[CUSTOMER][NEUTRAL] His cell phone is [PII].
[AGENT][NEUTRAL] Thank you. And your husband's policy number?
[CUSTOMER][NEUTRAL] I don't have any idea.
[AGENT][NEUTRAL] OK. What's his full social security number?
[CUSTOMER][NEUTRAL] I know it's a
[CUSTOMER][NEUTRAL] His [PII].
[AGENT][NEUTRAL] What were the last 4 numbers?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], so first off, give me a moment to look at the information.
[AGENT][NEUTRAL] OK, so this portal first off, what I'll need to do is to verify the information on file for security purposes, and any information provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify his date of birth again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. The fiber for Ms. [PII].
[CUSTOMER][NEUTRAL] What was it?
[AGENT][NEUTRAL] His phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then the email and his email that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying your information. Now, Ms. [PII], I had spoken with you all as far as APL, it appears I'm the only one that has spoken to you all, and that was back in January at the end. Now the authorization that Mr. [PII] gave us was for that one phone call only, OK? There's a form that he would have to complete and send back in order for us to be able to talk to you without him giving that authorization each time.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, so you need, want him to call you back. He's not here right now. No, he's not here right now.
[AGENT][NEUTRAL] So is he available?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now what I I can do is I can email that information that form to his email address that we have on file that.
[AGENT][NEUTRAL] That you just verified with me.
[AGENT][NEUTRAL] Um, and we
[AGENT][NEUTRAL] For him to complete, I can email all that to that email address again.
[CUSTOMER][NEUTRAL] Uh, you can email what you already sent us.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In January.
[AGENT][NEUTRAL] But we didn't, yes, we did not email any. Well, the only thing, OK, so again, because he's not there to approve me to speak to you, I'm sorry, but I just can't provide any additional information, but I could email him the document to his email address.
[CUSTOMER][NEUTRAL] OK, and then how do we send it back? Do we have to email it back?
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] It can be emailed, faxed, or mailed. It
[CUSTOMER][NEUTRAL] Well, if you gave me an email I could we could send it back email if I could.
[AGENT][NEUTRAL] Yes, ma'am, it'll be to the same, it would, it would be, but the claim cannot be emailed to that address. We can't accept claims via email, but I.
[AGENT][NEUTRAL] Can email him the forms to his email address.
[CUSTOMER][NEUTRAL] Yeah, I'm not wanting to claim. I just wanted the form and a blank, a blank form and the information you sent us before.
[AGENT][NEUTRAL] Well, sure.
[AGENT][NEUTRAL] Yes, ma'am. I could do that to his email address.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, when, when we get it or if that doesn't work then I'll have him call you with this number.
[AGENT][NEUTRAL] Yes, ma'am, that's fine. When we're, well, my name is [PII], but he probably, you know, he may or may not be able to speak to me, but anyone that answers could help him. And, um, we're here Monday through Friday from [PII] Central time.
[CUSTOMER][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] Yeah, we just, he just thought that was.
[CUSTOMER][NEUTRAL] Oh, OK, uh, you know, uh authorization for me to talk for him because I'm the one that handles all the business and we didn't know it was just for that one time.
[AGENT][NEUTRAL] I unders.
[AGENT][NEUTRAL] Yes, ma'am. Um, yes, it was a phone call and, and I did explain that, but I understand we get, when we call places, we're told a lot of different things, but yes, ma'am, verbal authorization is for, for that specific phone call only.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, well, I can have, he should be home a little bit. I can have him call back.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, you can go ahead and email what you can and then if we can't figure it out I'll just have him call you and tell you that I'm allowed to talk for we've been married 50 years.
[AGENT][POSITIVE] Oh, that's awesome. Well, congratulations. I love to hear those types of stories. I you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, we just had [PII] with 50 years, so and I've been taking care of all the business since 50 years.
[AGENT][POSITIVE] Oh, that's awesome.
[AGENT][POSITIVE] Oh, that's wonderful though.
[CUSTOMER][NEUTRAL] So, all right.
[AGENT][NEUTRAL] So, OK, Ms. [PII], well then, thank you again for calling Eel.
[CUSTOMER][NEUTRAL] And I can tell you the bank account numbers and everything that.
[CUSTOMER][POSITIVE] All right thank you bye.
[AGENT][NEUTRAL] I'm sure you can.