AccountId: 011433970860
ContactId: c9a43647-6151-403c-aa2a-426d10a9116f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 705039 ms
Total Talk Time (AGENT): 309925 ms
Total Talk Time (CUSTOMER): 317291 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c9a43647-6151-403c-aa2a-426d10a9116f_20250303T23:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I was trying to see uh what kind of policy that I have with you all.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your policy. Can I please get your callback number just in case our call gets disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And do you know your policy number?
[CUSTOMER][NEGATIVE] I sure don't, but they've been, been doing this so long, I don't have it.
[AGENT][NEUTRAL] Yes, ma'am. That's fine. I can look it up with your social security number if you'll give that to me, please.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then also for security reasons, can you please give me your address?
[AGENT][NEUTRAL] Phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, OK. The email address probably changed several times since then, but my address is [PII].
[CUSTOMER][NEUTRAL] And uh I don't know how far you can go back to the email address. One time it was 04, I forgot what it was 0 BA BAB some way back 07. I, I don't know, but it, but uh my my recent email.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] This one looks like it's [PII].
[CUSTOMER][NEUTRAL] OK, my recent one is [PII], [PII].
[AGENT][NEUTRAL] Yes, ma'am, that's the one.
[CUSTOMER][NEGATIVE] This, this mad now.
[CUSTOMER][NEUTRAL] Oh, OK then. That's that's what I'm talking about. OK.
[AGENT][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Oh, you did good. You did good. OK, so looking at this policy, it is a cancer policy that you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The cancel policy.
[AGENT][NEUTRAL] Yes ma'am
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] And I'm showing that everything looks on it it's active and paid up to date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I, I, I, I had so long the my time missed it, uh, I need to file a claim. How do I get a claim form?
[CUSTOMER][NEUTRAL] How you do, how do you go about doing this?
[AGENT][POSITIVE] OK, I'm gonna give you.
[AGENT][NEUTRAL] Yes ma'am, I'm gonna give you a website to go to where you can download your claim form.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, wait, it's with [PII].
[AGENT][NEUTRAL] I am like [PII].
[CUSTOMER][NEGATIVE] When the phone phone mess up. You say AM?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I didn't, I still missed that. Your phone going on now [PII].
[AGENT][NEUTRAL] Public
[CUSTOMER][NEUTRAL] Is that Lord is that a Lord?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Am [PII], OK.
[CUSTOMER][NEUTRAL] I'm writing it [PII].
[CUSTOMER][NEUTRAL] is that lower case letters, ma'am?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You don't matter, huh? It's a little case of.
[AGENT][NEUTRAL] Yes, ma'am, that's fine if you use lowercase.
[CUSTOMER][NEUTRAL] OK, OK, and then what's what's my policy number then cause I might have put that in there.
[AGENT][NEUTRAL] Yes, ma'am. It's 71.
[AGENT][NEUTRAL] 4
[AGENT][NEUTRAL] 000.
[CUSTOMER][NEUTRAL] 714,000
[CUSTOMER][NEUTRAL] OK, policy number, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And so, uh, so,
[AGENT][NEUTRAL] And you.
[AGENT][NEUTRAL] You can also file your claim through our online service center if you wanted to use that.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Let let me check.
[CUSTOMER][NEUTRAL] Online online services.
[CUSTOMER][NEUTRAL] Oh wait a minute, I'm, I'm talking to my, that's my car where my, where my phone is. I'm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I was, I was talking to my phone, to my car.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] You make so much noise.
[AGENT][POSITIVE] Yes ma'am, let me give you that.
[AGENT][NEUTRAL] Let me give you that online service center address.
[CUSTOMER][NEUTRAL] Let me turn off, let me just use my phone. Let me turn this off my car. Just wait a minute. Let's see how to do this here.
[CUSTOMER][POSITIVE] Gosh, if we hang up, you call me right back. Wait, just tell her go on. We can hear you. Don't lose.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we can hear you.
[CUSTOMER][NEUTRAL] If we he's going in and out, you know.
[AGENT][NEUTRAL] OK, so that that.
[AGENT][NEUTRAL] Yes ma'am. So that website for online service center is secured [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah so.
[AGENT][NEUTRAL] So it's like the other address that you put secured in front of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, OK, wait, wait, wait just a minute. I'm gonna put you on speaker on her phone because we kind of cutting off just right here ain't bother just go right here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, now we can hear you good now, so could you repeat that please?
[AGENT][POSITIVE] Yes ma'am, it's secured [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Yes, so when you sign up on the online service center it's a direct portal to your policy you can see your your policy on there you can file claims if you file a claim through there it'll actually give you confirmation number and keep you updated on where the claim is in the process.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the first time you go in you're gonna sign up as a new user?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that second option that you're gonna get is you're gonna choose I'm an individual with a policy.
[CUSTOMER][NEUTRAL] An individual with a policy thing.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes, and then the rest of it is just whatever you decide on your username password, all of that is off to you.
[CUSTOMER][NEUTRAL] So she, she would have to just set up a, a password then that's what you're saying.
[AGENT][NEUTRAL] Yeah. Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Since online service center, a password would be needed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now if you choose not to use the online service center, the first website I gave you, you can go there and download the cancer claim form.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] OK, that, that's uh.
[AGENT][NEUTRAL] And then let me give you uh.
[AGENT][NEUTRAL] Let me give you the address to mail that claim form to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Repeat it again.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so like I said, it now to get faster service, she, she go online and set that up it'll be quicker.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, ma'am. That way you won't have to wait on the mail.
[CUSTOMER][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] Mhm. And so let's let's.
[AGENT][NEUTRAL] Now if you wanted to, if you wanted to download that claim form either way that very first page of the claim form.
[AGENT][NEUTRAL] Is a cheat sheet that tells you exactly what you need to send in with your claim form.
[CUSTOMER][NEUTRAL] And then it probably have a fax number too as well, don't it?
[AGENT][NEUTRAL] Yes, we have a fax number. Would you like that?
[CUSTOMER][NEUTRAL] Yeah, yeah, I would like to have that fax number because she could get that claim and then kind of, you know, maybe she can get those papers faxed in too as well.
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, um, the fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, could you repeat that again for me, that fax number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Alright, and then, uh, just, just, uh, be sure that what you said about that, uh, what she can go online is [PII].
[AGENT][NEUTRAL] Yes ma'am I am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Now that's there's two different there's two different websites. The [PII] is for the online service center.
[CUSTOMER][NEUTRAL] Is that what you said?
[AGENT][NEUTRAL] And just the [PII] is where she can get the claim form.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, if she just wanna down on the phone.
[AGENT][NEUTRAL] If she chooses to mail it.
[AGENT][POSITIVE] You're right.
[CUSTOMER][NEUTRAL] OK, alright, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just want, yeah, I want the same phone mhm OK OK then alright then you've been helpful, so she have her policy number 714,000.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright then, what's your name now?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] They tell you did good, thank you. I'm gonna look at this.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Well, you're, you're so welcome, Ms. [PII]. And look, if you get stuck at any time you need help, you pick up the phone and call us and we'll help you, OK?
[CUSTOMER][POSITIVE] Oh, OK, yes, it's great. OK then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, you have a blessed night, Miss [PII].
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Thank you. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEGATIVE] I might have hung up
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] OK.