AccountId: 011433970860
ContactId: dd271524-417e-4cda-96e6-97f9642e1a0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362290 ms
Total Talk Time (AGENT): 158821 ms
Total Talk Time (CUSTOMER): 205927 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/dd271524-417e-4cda-96e6-97f9642e1a0f_20250304T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I've got a letter for request of for coverage or something like that, and I'm not sure exactly. Can you explain it to me? This is for, it's gonna go under [PII].
[AGENT][NEUTRAL] OK, you
[CUSTOMER][NEUTRAL] And the certain number is, excuse me?
[AGENT][NEUTRAL] Oh, go ahead, sorry. No, no, no, go ahead, you're fine.
[CUSTOMER][NEUTRAL] OK, it has a a certain number of uh.
[CUSTOMER][NEGATIVE] 00457182 and I'm not sure exactly what it wants me to do or why I'm getting it.
[AGENT][NEUTRAL] Got you. OK, so you've received a letter we're just needing to look and see what it means.
[CUSTOMER][POSITIVE] Yes, that's what I need to know, please.
[AGENT][NEUTRAL] Got you. What was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm his wife, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information, [PII]. Give me just a moment let me get this pulled up and we will see what this is in regard to.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so what this letter is, uh, essentially your employer or [PII]'s I guess employer, um, they stopped with this coverage or offering this coverage, so this letter was essentially an option if you would like to continue this policy outside of his employer.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me write my cell phone because I still have to talk to you just a little bit, OK?
[AGENT][NEUTRAL] Oh no you're fine.
[CUSTOMER][NEUTRAL] OK, to continue.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Coverage.
[CUSTOMER][NEUTRAL] If I want if I want.
[AGENT][MIXED] It's a bit confusing, uh, wording, um, but when they say port or portability it simply just means you can take it with you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, um, the other, uh, because I do, he had cancer and so I am supposed to send, because this is also the cancer policy, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] You guys, OK, so I'm supposed to send uh a list or an itemized bill to them starting from the pathology report, OK, and I, I, I'm trying to get it there, but the thing is I just now got because they said they also needed the his death certificate.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] So, yeah, I just got that. So can I um.
[CUSTOMER][NEUTRAL] Can I just put a copy of it in there with the pathology report, or is there another way I have to do it? OK, I can.
[AGENT][POSITIVE] Oh yeah, no, that's perfectly fine. You can send it all together if that's easier, absolutely.
[CUSTOMER][NEUTRAL] OK, and then who do I mail it to? I believe it's because there's a list, a claim form, I think that they told me to get as the beneficiary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I just wanna make sure that.
[CUSTOMER][NEUTRAL] It's on there like the information that I need to to mail it to you.
[AGENT][NEUTRAL] Sure, so you're just going to mail all of this information, uh, together at this time, right? The claim information as well?
[CUSTOMER][NEUTRAL] Yes, everything.
[AGENT][NEUTRAL] OK, so I can just give you our claims mailing address then uh let me know when you're ready.
[CUSTOMER][NEUTRAL] OK, hold on. OK, can I can write now, uh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK it is [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Tell me again, [PII].
[AGENT][NEUTRAL] Sorry, yes, [PII].
[CUSTOMER][NEUTRAL] Again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And that is in [PII], [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, uh, zip code is [PII].
[CUSTOMER][NEUTRAL] OK, give me that a little slower. Give me the, the zip code again.
[AGENT][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] Yes, so sorry, uh, [PII].
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[CUSTOMER][NEUTRAL] Uh huh OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, alright. OK, [PII]. OK, so I just mail it and it's just [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, that's perfectly fine.
[CUSTOMER][NEUTRAL] OK, I can just send it do I have to put claims, uh.
[CUSTOMER][NEUTRAL] Plains office or just.
[AGENT][NEUTRAL] You can put claims department if you want to that's perfectly fine.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, and I will it's like I said I just got it so I wasn't sure exactly what I needed to do. OK, alright, so.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely, yeah, that's perfectly fine.
[CUSTOMER][NEUTRAL] And then I just fill in the paperwork that I have which is not very much because it's just for the beneficiary and then that's all they asked me to do, that's it, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, as long as we've got that death certificate and then um yeah then we would have your information that's all that we would need.
[CUSTOMER][NEUTRAL] Just u[PII]
[CUSTOMER][POSITIVE] OK, alright, I think we got, I got it thank you so much alright.
[AGENT][POSITIVE] You are very welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, thank you, thank you for ver for clearing, clearing up all that because I wasn't sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Absolutely it's confusing for sure but thanks for giving us a call [PII]. It's [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, what is your name?
[CUSTOMER][POSITIVE] [PII] OK, thank you. Have a great day. Don't get blown away because we're getting blown away over here.
[AGENT][POSITIVE] You are welcome. Thank you. Try it, yeah, no kidding. Alright, have a good one, [PII]. Thank you, bye bye.
[CUSTOMER][POSITIVE] OK thank you bye bye.