AccountId: 011433970860
ContactId: ed05f69a-99dd-4d46-9501-ab7eef03af41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379880 ms
Total Talk Time (AGENT): 138625 ms
Total Talk Time (CUSTOMER): 211608 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/ed05f69a-99dd-4d46-9501-ab7eef03af41_20241230T17:15_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII], and I, my, I am enrolled in a cancer plan for this year, for [PII].
[CUSTOMER][NEUTRAL] And I have been meaning to file, um, I had multiple wellness, um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Cancer screening test, but I was going to claim on one of them, and I tried to register online and I can't, and I, I think it's because my company is no longer going to offer APL as of [PII]. And so now that's why I'm trying to go ahead and, and get it done. But um.
[CUSTOMER][NEUTRAL] I just need to know because it won't allow me to register it just says what does it say? It appears you may not be eligible to create an account if you believe this is a mistake called right but I was thinking well maybe I can just try to get assistance on on the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, let me get some information from you. What is your policy number?
[CUSTOMER][NEUTRAL] That is what I'm trying to find right now.
[AGENT][NEUTRAL] OK, that might be the reason why you can't get, you can't enroll. So let me look it up. What is your social security number?
[CUSTOMER][NEUTRAL] I'm like, uh
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You know what the crazy thing is?
[CUSTOMER][NEUTRAL] Is that we're an insurance broker, and I do this for a living.
[CUSTOMER][NEUTRAL] Like, I, I, I sell, girl, I sell cancer insurance and critical illness, and I do this, and people always are like, what's my policy number? And I have it at, at my fingertips for all of my clients. But for me, I'm looking everywhere and I'm like, how can we be an insurance broker, but you don't have the policy number available to me? Like, what is, what's the deal here?
[AGENT][NEUTRAL] Oh, I get.
[AGENT][NEUTRAL] I, I understand. Well, let me give you, get some information from you and then I'll, we'll walk through this and, and what is your date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is your email address?
[CUSTOMER][NEUTRAL] I'm wondering well my work is [PII].
[AGENT][NEUTRAL] OK, that's what I have on file. And what is it your cell phone number in case we get disconnected?
[CUSTOMER][POSITIVE] OK good.
[CUSTOMER][NEUTRAL] Um, my personal is [PII], but you may have a.
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] I don't have one on file. So you said it's [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][POSITIVE] Yes ma'am, yes.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][POSITIVE] That's perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have that updated. OK, so I'm gonna give you this policy number and when you log in, let's try it this way. Are you able to do that while we while we're doing this?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the policy number you'll need to plug in is 253-5303.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And, and it'll ask you for your email address.
[AGENT][NEUTRAL] And use the one that's at [PII].
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then my residential zip code?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Last name is [PII]. Let's see, 253-532-535303.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, it says
[AGENT][NEUTRAL] So what does it say?
[CUSTOMER][NEUTRAL] It just says that to use the social security number or member ID.
[AGENT][NEUTRAL] OK, so you plugged in [PII]?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, well then, but it's asking you for your plug in your social security number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, it's just no user information with them. Let me do [PII].
[CUSTOMER][NEGATIVE] Yeah, it's still saying the same thing. It appears I'm not eligible.
[AGENT][NEUTRAL] That might, it may be because of the, um, it's no longer gonna be in effect as of [PII]. So you can always fax those claims. Would you like to have our fax number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm thinking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, that's fine, yeah, I'll, I'll just go to a facility to fax it, yeah, I'm a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm a remote employee, so.
[AGENT][NEUTRAL] Oh, OK. Yeah, your, your bank may do, your bank may be able to do it for free for you. Mine does.
[CUSTOMER][NEUTRAL] Yeah, but that's OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh yeah, that's right. OK. Um
[AGENT][POSITIVE] Yeah, my, I, I bet you usually if you're a member of a bank or credit union, they'll, they'll fax that for you for free and not cost you anything.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Perfect. Well, thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK. You're welcome. You're welcome. Is there anything else I can help you out with, Ms. [PII]?
[CUSTOMER][NEUTRAL] I think that's it. That's good. I mean, you, you gave me the policy number, so that's what I needed to put on this form anyway.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, all right, well, perfect. Thank you for your help. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You're welcome and you have a wonderful day and thank you for calling American Public Life.
[CUSTOMER][POSITIVE] Thanks. Alrighty, bye.
[AGENT][NEUTRAL] Goodbye.