AccountId: 011433970860
ContactId: c82075ee-c9f5-4a95-892b-c7cb9e049254
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478640 ms
Total Talk Time (AGENT): 238998 ms
Total Talk Time (CUSTOMER): 90976 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/c82075ee-c9f5-4a95-892b-c7cb9e049254_20250522T16:52_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm just calling, uh, is this the cancel the insurance?
[AGENT][NEUTRAL] Uh, we offer a lot of different types of policies. I would have to pull up your information to verify what type of coverage you have with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know I have a cancer insurance.
[AGENT][NEUTRAL] OK, so who am I speaking with?
[CUSTOMER][NEUTRAL] I ain't your salmon.
[AGENT][NEUTRAL] OK, and Ms. [PII], what's a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is uh your, do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] And what is your social security? Is the policy in your name?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and what is your social security number so I can locate your information.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And while this, while this is looking for your information, how can I help you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh, I had, I had cancer surgery back in uh.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I didn't file a claim. What I, what I need to do?
[AGENT][NEUTRAL] OK, so you're wanting to find out how to file a claim on your policy? Yes ma'am, I can help you with that. And Miss [PII], any information that I provide for you today will be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you and lastly your email address and this is your work email that is on file.
[CUSTOMER][NEUTRAL] Uh, she'll be [PII].
[AGENT][NEUTRAL] Your work email, what is your work email?
[CUSTOMER][NEUTRAL] My work email.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, I don't have a work email.
[AGENT][NEUTRAL] Who do you work for?
[CUSTOMER][NEUTRAL] What would I do.
[AGENT][NEUTRAL] OK, yes ma'am. So you're, we have a work email address on file for you.
[CUSTOMER][NEUTRAL] I don't remember. It's been so long since I used it.
[AGENT][NEUTRAL] OK, since we verified your social I can update it. What does your email need to be?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] What is your email address again, your personal email?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] OK, so Miss [PII], I can email you the user guide for our portal where you can set up your profile so you can have access to your information online and also you can submit claims online through the portal. I can also include a copy of the claim form that you will need to submit and the claim uh and the claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Has the instructions for the additional documentation that you will also have to provide us for review. All of that information is on page one of the claim form, so would you like for me to email that information to you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yeah, you can or you can mail it.
[AGENT][NEUTRAL] OK, so if I request it to be mailed to you, that would take approximately 10 business days to receive, but I can email you the information now if that would be better.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so give me just a moment to do that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK bear with me just a moment while this information is pulling up for me.
[AGENT][NEUTRAL] Now Ms. [PII], the email that you're gonna receive from me, it's going to come from [PII] [PII].
[AGENT][POSITIVE] And I did put APL in your subject line so that that's easy to recognize.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The, um, on page one in addition to the instructions um for the other documents that I was explaining, you know, that you would need to submit, at the bottom, it does have a PO box.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And a claims fax number so if you need to fax it or mail it to us your claim instead of uploading it, you can do that as well and that information again is on page one at the bottom.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And if you would like, I can give you your policy number so that you can write that down.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you will see that as well in your portal.
[CUSTOMER][NEUTRAL] So it'll be in my portal.
[AGENT][NEUTRAL] Yes, ma'am. Your policy number will be in your portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But the part would you like to write it down?
[CUSTOMER][NEUTRAL] Oh, OK, let me get a pen.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK. I'm ready.
[AGENT][NEUTRAL] OK, so your policy number is
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 25.
[AGENT][NEUTRAL] 26398.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK. Well, are there any other questions or anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well then if that is all I could help you with, Miss [PII], thank you for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] Bye-bye.