AccountId: 011433970860
ContactId: e46d6800-ab6c-4541-a4e7-fefe1a00c802
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252449 ms
Total Talk Time (AGENT): 129477 ms
Total Talk Time (CUSTOMER): 73140 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/e46d6800-ab6c-4541-a4e7-fefe1a00c802_20250220T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was calling about um my benefits, and I was filling out a form and I needed my APL number, but I don't know how to access that. I tried to create an account online and it says I wasn't eligible.
[AGENT][NEUTRAL] OK, I can help you with both your benefits, your policy number and your online service center, Ms. [PII]. um, what is your policy number?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] You don't know that?
[AGENT][NEUTRAL] OK, I can look it up with your social security number.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull your policy in that way.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], for security reasons can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]. My email is [PII].
[CUSTOMER][NEUTRAL] And what else did you need my phone number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And if we get disconnected, Ms. [PII], is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look at your policies. So which policy is it that you're wanting to file the claim on?
[CUSTOMER][NEUTRAL] Three of them, all 3.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Accident
[AGENT][NEUTRAL] Cancer and group.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Cancer?
[AGENT][NEUTRAL] The cancer policy, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, I thought you meant, cause I have one, I should have one on my husband, one of my little girl, and one on myself.
[AGENT][NEUTRAL] OK, so looking at your policy, the Coastal Bin Employee Benefits Corporation, they no longer have their cancer policy through our company anymore, and the policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, yes, ma'am. They probably have it with another company, but I can go ahead and give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 239-753.
[CUSTOMER][NEUTRAL] 239975
[AGENT][NEUTRAL] 73.
[CUSTOMER][NEUTRAL] 73 OK because I forgot to do my one of my claims through there is it too late if it was for September, I mean uh [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] If it was before, right, if as long as it was before September you can do your claim um there's not a timely filing limit as long as you were covered on the data service with your policy, so you can send that in any time and then as far as the online service center goes, the reason why you can't get into it is because the policy is lapsed. So if the policy it can only correlate with active policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, and so how do I go about finding my new company or?
[AGENT][NEUTRAL] I would go to your employer and ask them who you have your cancer insurance with now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well I appreciate it.
[AGENT][POSITIVE] It's not a problem at all, Ms. [PII]. I hope you guys have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] You're welcome bye bye.