AccountId: 011433970860
ContactId: f2a12a57-a668-4b8e-b55a-dc7ad0e1ed16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290019 ms
Total Talk Time (AGENT): 122075 ms
Total Talk Time (CUSTOMER): 158153 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/f2a12a57-a668-4b8e-b55a-dc7ad0e1ed16_20250605T17:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey [PII], um, I have an APL cancer and heart policy, but when I tried to um get um access to the online service center I'm getting an error. Can you help me?
[AGENT][NEUTRAL] Yes, um, so we launched our new website on Friday, last Friday, so we've been having a lot of um issues with it, but, um, let me ask you this. When you um try to log in, did you, were you using the username and password like you previously did or did you try to like create a whole new account as well?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Is she's
[CUSTOMER][NEUTRAL] I don't think that I ever like had an account previously so I was trying to create a new account.
[AGENT][NEUTRAL] OK, and it still gave you the error?
[AGENT][NEUTRAL] Like no user found?
[CUSTOMER][NEUTRAL] Yes, ma'am, um.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, that's what's going on. OK, well, I can take your um information and if you're um we were like recording everything and then um IT is going to give us, you can choose between an email or a call back um to work through it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII]
[CUSTOMER][NEUTRAL] And then um my cell phone number is [PII].
[AGENT][NEUTRAL] And um Ms. [PII], may I have your, oh, I'm sorry.
[CUSTOMER][NEUTRAL] So I was, go ahead.
[AGENT][NEUTRAL] Um, may I have your policy number?
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um, and I'm not sure you want my social?
[AGENT][NEUTRAL] Oh, sure, that's fine.
[CUSTOMER][NEUTRAL] Because I'm not sure the policy number, OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Hold on one moment. And then um what question were you going to ask too?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I was gonna ask you, I had like a colonoscopy, um, an endoscopy screening. So I was wanting, what I was wanting to do is turn in um my wellness claim forms. So I, I was curious if I could go ahead and like, I have um the one like I have them online, like the actual form. Can I go ahead and do that and fax it in or email it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] Um, yes, ma'am. You can fax it.
[CUSTOMER][NEUTRAL] OK, and can you look at my policy and tell me what my what that well wellness um.
[CUSTOMER][NEUTRAL] Benefit like I don't know how many is it one a year or one for each of our family?
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] OK, I can go over the benefits with you. And um [PII], may I have, well, can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][POSITIVE] Sure thanks.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes ma'am. My date of birth is [PII]. Um, I would assume my email would probably be my school email, which is [PII].
[CUSTOMER][NEUTRAL] And then um my address, so it can be one of two things [PII] or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. So I am showing the.
[CUSTOMER][NEUTRAL] Yeah, when we moved, um.
[CUSTOMER][NEUTRAL] I get mail there, but I still kept the PO box.
[AGENT][NEUTRAL] Oh yes, ma'am, I am showing the Thrash Street and you are also right with the email. It was your work email. Um, so all the information provided is a verification of benefits, not a guarantee of payment. So, for your, well, let me do this first. Let me give you your policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because you'll need it for that form.
[CUSTOMER][NEUTRAL] Oh, and you know what, when I use the 75684, it actually is letting me, um, it's letting me create an account, but I would love the policy number. Thank you. What is it, babe?
[AGENT][POSITIVE] It's doing it, OK.
[AGENT][NEUTRAL] Sure. It's 252.
[AGENT][NEUTRAL] 5730.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] And then, um, for your wellness benefit, hold on one moment.
[AGENT][NEUTRAL] The policy will pay up to $50 per diagnostic test once per calendar year.
[CUSTOMER][POSITIVE] OK, and so it's one, yeah, once a calendar year and once per individual which my youngest doesn't have those kinds of screenings. OK, awesome thank you.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, I think that that is it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK, sweetie, you too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.