AccountId: 011433970860
ContactId: f2221707-8908-497b-b9e2-5bb4943ceb9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158529 ms
Total Talk Time (AGENT): 76071 ms
Total Talk Time (CUSTOMER): 61726 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/f2221707-8908-497b-b9e2-5bb4943ceb9c_20250214T17:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was just curious, um, how to go about or if you had a policy where we could do like um.
[CUSTOMER][NEUTRAL] I guess online billing statements instead of like in paper.
[AGENT][NEUTRAL] Uh, yes, are you calling for a group?
[CUSTOMER][NEUTRAL] No, just for my personal um account that I have with you all.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] I don't believe so, but let me double check cause I think um for individual.
[AGENT][NEUTRAL] Oh OK one moment.
[CUSTOMER][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] It's like basically like the explanation of benefits and like that kind of stuff. I was just wondering if there would be a way to like convert that to a virtual platform instead of paper statements.
[AGENT][NEUTRAL] Oh, well, unfortunately, it's gonna be sent paper, but we do have an online service center where insurers can verify claim status, um, submit claims. Yes, sir.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um, if you go.
[CUSTOMER][POSITIVE] No, that's no problem. I was.
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[AGENT][NEUTRAL] Oh, I'm sorry. Well, I was gonna say if you.
[CUSTOMER][NEUTRAL] I was, I was just gonna say
[AGENT][NEUTRAL] I think there's a delay, so it's kind of, um, I'm sorry. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] Can you hear me better now?
[AGENT][NEUTRAL] I can hear you. It's, I think there is a delay because I don't wanna overtalk.
[CUSTOMER][NEUTRAL] Gotcha. No, I was gonna say I couldn't hear you either that well, so I was taking off my earpods. Um.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So you said that we would still get the paper statements and everything regardless.
[AGENT][NEUTRAL] Yes, sir. They, um, they don't have it. Well, we don't have that option now to where you can opt out, so you unfortunately receive a paper statement.
[CUSTOMER][NEUTRAL] OK, that's no problem and then if I ever have like an address change or anything like that, do I just call and then update that information?
[AGENT][NEUTRAL] You can, yes, sir.
[CUSTOMER][NEUTRAL] OK, all right. Still good now, but we're just thinking about for the future.
[AGENT][NEUTRAL] I know, I understand and um I don't know, some people really kind of don't like to rather not get paper statements and I understand that, but hopefully they'll work on it on our site where you can opt out.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. All righty. Well, that's all I needed to know today.
[AGENT][POSITIVE] OK. Well, uh thank you so much for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye.