AccountId: 011433970860
ContactId: cd0c1b75-60cf-40c7-9630-d73e70bae022
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379049 ms
Total Talk Time (AGENT): 177523 ms
Total Talk Time (CUSTOMER): 154848 ms
Interruptions: 5
Overall Sentiment: AGENT=2.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/cd0c1b75-60cf-40c7-9630-d73e70bae022_20250626T14:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], good morning. My name is, um, [PII], and, um, I just got a policy from you guys, but, um, I don't really understand the whole thing, but, um, I wanted, I don't know if you could pull up my policy and see if I get like a short term disability or something like that.
[AGENT][NEUTRAL] OK, were you just needing to see what kind of policy you have with us?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][POSITIVE] Sure I can help you out with that. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK and then uh can I go ahead and get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have a policy number?
[CUSTOMER][NEUTRAL] Um, I don't know, it said, um,
[CUSTOMER][NEUTRAL] I don't know. Does it stop it for 02 or?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That's, that's most likely it, yes.
[CUSTOMER][NEUTRAL] Oh, OK, 02620905.
[CUSTOMER][NEUTRAL] And it has like a S dash DIS 11 GA.
[AGENT][NEUTRAL] Got it. OK, no, that's fine. Thank you so much for verifying that. Alright, uh, [PII] just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, it's [PII], um, [PII].
[AGENT][POSITIVE] Could you repeat that address? I'm so sorry.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][POSITIVE] Perfect thank you so much for that. Uh, last thing I need is the email address that we've got on file for you uh looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, I appreciate you verifying all of that. OK, yes, so the policy number that you gave me uh was for a short term disability policy. Uh, you've also got, looks like an accident policy and let me check this one. I think it's a critical illness policy, but let me verify.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, bear with me just a moment while I'm getting all of that pulled up I will say um all of these policies effective dates they will go into effect [PII] so they're not currently active yes they will go into effect uh [PII].
[CUSTOMER][NEUTRAL] That you like.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Alrighty and then one moment while I identify what kind of policy this one is.
[CUSTOMER][NEUTRAL] Yeah, I would just tell it because um I get a bunch of envelopes and I didn't know what they are.
[AGENT][POSITIVE] Oh sure, yeah, I bet you got the works.
[CUSTOMER][NEUTRAL] Yeah, it's like, OK, I'm trying to figure it out, you know, so I said, OK, let me call the number and, you know, try to figure it out, you know.
[AGENT][NEUTRAL] Oh yeah, definitely, for sure. OK, so this other one it's a critical illness with cancer benefits policy. So cancer benefits with critical illness, um accident policy and then your short term disability.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, cool. So do I have to fill out and send it to you guys, or I don't have to do anything, just hold on to the envelopes?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Oh no, you don't have to do anything again. Oh, these policies will go into effect on uh next month, beginning of July, um, if you needed to file any claims, uh, after that point, I would recommend, uh, setting up an account on our online portal. Um, they might be that link might be somewhere in that information, but I could go ahead and give that to you if you'd like that web address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I don't have anything to write with at the moment.
[AGENT][POSITIVE] Oh, that's OK, no worries.
[CUSTOMER][NEUTRAL] Yeah, OK, I'll.
[AGENT][NEUTRAL] Um, I can email it to you if you'd like, so you've got the link.
[CUSTOMER][POSITIVE] Yeah. Yeah, definitely.
[AGENT][NEUTRAL] And then did you receive uh copies of the policies for each one? Did you receive 3 separate policies?
[CUSTOMER][NEUTRAL] Yeah, I got 3 envelopes.
[AGENT][POSITIVE] You did. OK, awesome. I just take care.
[CUSTOMER][NEUTRAL] Yeah, I got 3 of them, so I would just, yeah. Yeah, I'm just trying to figure them out and it's like, oh my God.
[AGENT][POSITIVE] Alright, so you've got all that fun information definitely.
[AGENT][POSITIVE] I understand it is a lot and you know if you're reading through them and you have any other questions definitely give us a call we'll do our best to clarify uh any sort of confusion.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK. But um, do I, I have the medical, right? Because we were talking and it's been a while, so I, I don't remember. So I have the, like the medical coverage one too, right?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, if you do, it's not with us. You've the only three you have with us are the short term disability, accident and critical illness with cancer. Yes, uh, so if you're not sure, I would get with your employer, uh, to see who that might be through.
[CUSTOMER][NEUTRAL] Oh it's not for you guys. Oh, OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. OK. Thank you very much.
[AGENT][POSITIVE] Very welcome. Did you have any other questions for me at the moment?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[CUSTOMER][POSITIVE] OK, thank you. Thank you.
[AGENT][POSITIVE] Alright well thanks for giving us a call early. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.