AccountId: 011433970860
ContactId: cfdddd7f-9a98-478f-a305-3ef765a6f086
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274950 ms
Total Talk Time (AGENT): 164294 ms
Total Talk Time (CUSTOMER): 84810 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/cfdddd7f-9a98-478f-a305-3ef765a6f086_20250206T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I am trying to file a wellness claim, and when I get to the end of it, the file my claim is grayed out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On our website.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, um, let's go ahead and get your account pulled up real quick, um, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then uh do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, 258-779-4.
[AGENT][POSITIVE] All right, thank you. One moment please.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] I can't talk [PII].
[AGENT][POSITIVE] Perfect, last thing I need is the uh email address we've got on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's it. OK, thank you for verifying all of that right now I'm sorry if some of this is going to be a bit redundant, but just to make sure that you know getting the easy stuff out of the way, um, are you doing this on a desktop or a laptop computer, Marge?
[CUSTOMER][NEUTRAL] Desktop.
[AGENT][NEUTRAL] You are OK um and then what browser are you using?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Island.
[AGENT][NEUTRAL] What is that? Is that a browser?
[CUSTOMER][NEUTRAL] It's island, yeah, it's specific to my employer.
[AGENT][NEUTRAL] OK, that might be the problem right there yes so it is very limited on its support um it works the best with Google Chrome uh but it also does have support for um Microsoft Edge and Safari, but any other browsers it does not really have support for so when you're able to, I would definitely try again on one of those browsers.
[CUSTOMER][NEUTRAL] Is that why it's not working?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I actually have access to it now um let me try that.
[AGENT][POSITIVE] Oh awesome OK.
[AGENT][NEUTRAL] OK, and then just the reason I did ask if you were doing it on a desktop or a laptop is because again it's limited on its support so it does not really have support for mobile devices so it would have to be on a desktop or a laptop.
[CUSTOMER][NEUTRAL] OK, that makes sense and then while I've got you on the phone, can you tell me, uh, my new policy if I can get a hard copy of that, can you mail me that policy?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] For your cancer policy, yes. Give me just a minute, let me get that.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, and now I can email this, but you did, you wanted a paper copy mailed to you, correct? Of course, yeah, no, absolutely, um, and the [PII] is the best address for you?
[CUSTOMER][NEUTRAL] If you don't, if you don't mind, yes.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Alrighty, I will go ahead and get that sent to you um was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Can you tell me if I have the direct deposit set up for for the wellness claims?
[AGENT][POSITIVE] Uh, absolutely. Let's take a look.
[CUSTOMER][NEUTRAL] I thought I did
[CUSTOMER][NEGATIVE] God, I hate these signatures.
[AGENT][NEUTRAL] You do not you have you have the um draft uh set up to come out of your account of course for your premium um but not the direct deposit so if you'd like you should be able to find that on the website but if it's easier I can just email you a direct deposit form you can just fill that out and then email it right back to us.
[CUSTOMER][NEUTRAL] OK, how
[CUSTOMER][POSITIVE] OK, that'd be great if you don't mind.
[AGENT][POSITIVE] OK, yeah, definitely.
[AGENT][NEUTRAL] And uh the email address that we've got for you the um I'm sorry what was that?
[CUSTOMER][NEUTRAL] Well, you know what I'm
[CUSTOMER][NEUTRAL] I'm right on here now it says set up payment pre preferences it says don't wait for a check at your and my information's in there.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, yeah
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, is that for um well I think we've got like I said we've got your information for the um draft for your bank draft information yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, same account so I should just be able to save that then.
[AGENT][NEUTRAL] Oh yeah, yeah, for direct deposit.
[CUSTOMER][POSITIVE] OK perfect I'll do that then thank you I appreciate your help.
[AGENT][POSITIVE] All right sounds good yeah you're very welcome I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.